Why Reviews Are a Strategic Asset in Hospitality and Short-Term Rentals | TrustYou Ben Jost скачать в хорошем качестве

Why Reviews Are a Strategic Asset in Hospitality and Short-Term Rentals | TrustYou Ben Jost

Reviews influence every booking decision in hospitality and short-term rentals, yet most operators still treat them as surface-level metrics. Star ratings get tracked, but the real signal behind guest feedback often gets ignored. That blind spot impacts trust, pricing power, and long-term performance. In this episode of STR Global Unlocked, Simon Lehmann speaks with Ben Jost, CEO of TrustYou, about why reputation management represents expressed quality and acts as the counterpart to revenue management. Reviews are not reputation polish. They shape conversion, pricing, and perceived value. The discussion also explores how AI in hospitality is reshaping experience intelligence. As guest interactions move from fragmented touchpoints to continuous conversations, trust gets built through consistency and action. For operators scaling portfolios or professionalizing operations, feedback has become strategic infrastructure. 00:00 Intro 02:00 TrustYou’s Experience Intelligence: Feedback, Data, AI 04:24 Why STRs Struggle to Measure Guest Experience 08:02 Guest Feedback as a Pricing Lever 10:03 Reviews as Quality and Reputation Management 12:48 The Feedback Execution Gap 15:51 Ben Jost on Why Trust Scales More Than Units 20:17 Trust Comes From Feedback, Not Brands 22:17 Measuring Consistency Through Feedback 25:22 Star Ratings vs Real Guest Decisions 29:55 Why First-Party Guest Feedback Matters 32:56 The Decline of Guest Survey Responses 34:45 The Only Metric That Matters: Guest Perception 36:31 Linking Reviews to Pricing Strategy 39:03 Why Review Scores Converge 40:46 AI Guest Communication Replacing Surveys 46:24 The End of the Traditional Tech Stack 48:53 AI, Distribution, and the Future of OTAs 51:03 Rapid Fire: Trust, AI, and Operator Mindset Resources Connect with Ben Jost on LinkedIn [  / benjamin-jost-7761643  ] to learn more about TrustYou [https://www.trustyou.com/] 📤 If this episode helped you, hit Subscribe and share it with a colleague navigating the future of short-term rentals. Stay connected: Apple Podcasts: https://podcasts.apple.com/us/podcast... Spotify: https://open.spotify.com/show/3kke4wO... Youtube:    • STR Global Unlocked with Simon Lehmann: Un...   Website: https://www.ajlatelier.com/podcasts Newsletter: https://str-global-unlocked.beehiiv.com/