The power of Expedia: Hotels take cues from guest feedback


The Ritz-Carlton Grand Cayman has been named one of the top 100 hotels in the world, based on customer reviews. The Insiders Select list took a look at more than 2 million guest reviews at 650 properties worldwide, taking into account pricing, amenities, and customer service. Ritz-Carlton Grand Cayman’s Jaime Moench told an increasing number of guests look to feedback from other customers when planning a vacation. She said this is a valuable tool for hotels like the Ritz-Carlton Grand Cayman to ensure they are meeting their guests’ needs. “We pretty much look at it every single day,” explained Ms. Moench.  “We really want to make sure we recognize every single day the really positive comments on those sites which include what customers say on places like Expedia and TripAdvisor, and we also look at opportunities for improvement. We take those comments very seriously.” Some 18 hotels in the Caribbean also made the top 100 list. Four of those are in Jamaica.


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