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1. UN Agency responsible for the promotion of tourism as a tool for economic growth, inclusive development and environmental sustainability.
2. 156 Member States and > 400 Affiliate Members
3. The Regional Programme for Europe handles relations with European MemberStates
• UNWTO implements hotel classification (HC) systems through its technical cooperation programme
• Impact of the internet on the tourism sector is important area of research
• Norway expressed interest in the subject of the impact of online guest reviews (GR) on HC systems
• Any system should aim to reduce the gap b/w expectations and experience
• GR can provide quality check on amenities required by the HC system
• Approx. 75% of both consumers and hotels indicate that the integration of reviews into classification is important or very important (44% for OTAs), provided appropriate methodology in place
• Correlation– positive correlation b/w GR scores and HC– several common denominators in HC criteria and GR
• Authenticity of guest reviews not significant issue
1. Comparative performance
2. Full integration
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Daniel Craig@dcraig
Josiah Mackenzie@ReviewPro
Christopher Imbsen@UNWTO
David Ermen@PwCSwitzerland
