Integrated Quality Assurance (IQA) is Preferred Hotels & Resorts’ custom quality assurance
program that includes a platform for your team to view and respond to consumer reviews and
comments posted on online channels such as Expedia, Travelocity, Hotels.com, and Trip Advisor, as
well as social media sites including Facebook, Twitter, Yelp, Pinterest, and Four Square, where many
comments are made about hotels and hotel-related travel.
Skillful management of customer feedback is critical to a hotel’s success. Bad testimonials
in blogs and negative comments in popular online forums, as well as scams and false users, can
potentially put your hotel’s reputation in distress. Meanwhile, positive comments can be used by
your management to recognize team members who are going above and beyond to provide the best
possible guest experience.