A guest checks out on Sunday morning. By the time Sunday evening rolls around, it's likely their stay will be publicly reviewed, documented, and uploaded on Google for thousands of other people to see their decision-making process when it comes to booking. A single bad review, neglecting to respond for a whole week, can very subtly lead to a loss of bookings. One honest complaint about a leaky showerhead gets more traction than six months of marketing spend. Hotels that haven’t figured this out are already losing ground to ones that have.  Online reviews don’t just influence the hospitality industry. At this point, they run it.   The Numbers That Should Shake Every Hotelier  Data from Google, TripAdvisor, and Booking sites puts 92% of travellers reading online reviews before making a booking decision. 79% trust them as much as a personal recommendation from someone they actually know.  A Harvard Business School study found that a one-star improvement can drive 5...