Customer Review sources

Customer Review sources are social sites where users write specific reviews, such as rating a service, and where they can make additional comments. Medallia Social Feedback can collect feedback from the review sources listed below.

For more information, see Configure Social sources.

Important: Reviews collected into Medallia Experience Cloud are kept for some days even if the source deletes them from its site. For more information, see Sources and feedback issues. Additionally, review counts in MEC will not typically match the source review site. Discrepancies are common when reviews are older than four years, and it can take several days or weeks for reviews to be removed from MEC.
Note: While Social is not currently offered as a formal product in GovCloud, there are solutions available to access and integrate social data into your FedRAMP instance. Contact your expert for assistance.
Warning:

Some social review sources have reduced data collection capabilities. Consequently, users may encounter incomplete or missing review data, delayed updates from specific platforms, or diminished visibility into newer reviews. Medallia is actively monitoring for expanded integration options to enhance social review collection coverage. Refer to Respond to Social feedback for additional details.

Agoda

Agoda is an international review site for the hospitality industry. You cannot respond to feedback for this source site.
Unit URL
  • Structure — https://www.agoda.com/<id>/hotel/<city>.html

  • Accepted domain names — www.agoda.com, www.agoda.it, www.agoda.com.hk, www.agoda.co.th, www.agoda.cat, www.agoda.gr, www.agoda.com.tw, www.agoda.co.ee, www.agoda.nl, www.agoda.com.my, www.agoda.co.il, www.agoda.in, www.agoda.com.tr, www.agoda.co.kr, www.agoda.ru, www.agoda.web.id, www.agoda.co.cr, www.agoda.si, www.agoda.com.cn, www.agoda.lt, www.agoda.com.pt, www.agoda.dk, www.agoda.com.ar, www.agoda.es, www.agoda.ua, www.agoda.vn, www.agoda.pl, www.agoda.fi, www.agoda.bg, www.agoda.lv, www.agoda.de, www.agoda.jp, www.agoda.fr, www.agoda.se, www.agoda.cz, www.agoda.hu, www.agoda.ro, www.agoda.ae, www.agoda.no

  • Example — https://www.agoda.com/marriott-waterside-hotel/hotel/tampa-fl-us.html

Booking.com

Booking.com is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — http://www.booking.com/hotel/<country>/<id>.html

  • Accepted domain names — booking.com

  • Example — http://www.booking.com/hotel/us/tampa-marriott-waterside.html

Cars.com

Cars.com is a review site for the automotive industry in the United States and Canada. You cannot respond to feedback for this source site. Responses can be sent via e-mail through Cars.com, but these remain private and cannot be pulled by Medallia Social Feedback later.

Unit URL

  • Structure — https://www.cars.com/dealers/<id>/reviews

  • Accepted domain names — www.cars.com

  • Example — https://www.cars.com/dealers/211164/reviews

Sub-metrics

Buying process
Cars.com dealership review score on the buying process.

  • Field in survey slug data set — a_cars_buying_process_5_buckets

  • Field in social media review slug data set — cars_buying_process

This score is an integer value between 1 and 5.

Customer service
Cars.com dealership review score on customer service.

  • Field in survey slug data set — a_cars_customer_service_5_buckets

  • Field in social media review slug data set — cars_customer_service

This score is an integer value between 1 and 5.

Overall facilities
Cars.com dealership overall review score.

  • Field in survey slug data set — a_cars_overall_facilities_5_buckets

  • Field in social media review slug data set — cars_overall_facilities

This score is an integer value between 1 and 5.

Quality of repair
Cars.com dealership review score on the quality of a car repair.

  • Field in survey slug data set — a_cars_quality_of_repair_5_buckets

  • Field in social media review slug data set — cars_quality_of_repair

This score is an integer value between 1 and 5.

CarGurus.com

CarGurus.com is an international marketplace and review site for the automotive industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL
  • Structure — https://www.cargurus.com/Cars/<m-dealer name-id>

  • Accepted domain names — cargurus.com

  • Example — https://www.cargurus.com/Cars/m-Holman-INFINITI-sp263639

Ctrip.com

Ctrip.com is an international review site for the hospitality industry, mostly in Asia-pacific and Middle East regions.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://hotels.ctrip.com/hotels/<id>.html; http://english.ctrip.com/hotels/city-hotel-detail-<id>.

  • Accepted domain names — english.ctrip.com, hotels.ctrip.com, hotels.jp.ctrip.com, hotels.kr.ctrip.com, hotels.fr.ctrip.com, hotels.es.ctrip.com, hotels.de.ctrip.com, hotels.ru.ctrip.com, hotels.english.ctrip.com

  • Example — https://hotels.ctrip.com/hotels/67431229.html; http://english.ctrip.com/hotels/city-hotel-detail-11827.

Sub-metrics

Restriction: These sub-metrics are no longer collected.
Cleanliness
Ctrip review score on cleanliness.

  • Field in survey slug data set — a_ctrip_cleanliness_5_buckets

  • Field in social media review slug data set — ctrip_cleanliness

This score is an integer value between 1 and 5.

Facilities
Ctrip review score on facilities.

  • Field in survey slug data set — a_ctrip_facilities_5_buckets

  • Field in social media review slug data set — ctrip_facilities

This score is an integer value between 1 and 5.

Location
Ctrip review score on location.

  • Field in survey slug data set — a_ctrip_location_5_buckets

  • Field in social media review slug data set — ctrip_location

This score is an integer value between 1 and 5.

Service
Ctrip review score on service.

  • Field in survey slug data set — a_ctrip_service_5_buckets

  • Field in social media review slug data set — ctrip_service

This score is an integer value between 1 and 5.

DealerRater

Dealer Rater is a review site for the automotive industry in the United States and Canada. You cannot respond to feedback for this source site.

Unit URL

  • Structure — http://www.dealerrater.com/dealer/-review-<id>/

  • Accepted domain names — dealerrater.com

  • Example — http://www.dealerrater.com/dealer/-review-103796/

Sub-metrics

Customer service
DealerRater.com review score on customer service.

  • Field in survey slug data set — a_dealerrater_customer_service_5_buckets

  • Field in social media review slug data set — dealerrater_customer_service

This score is an integer value between 1 and 5.

Friendliness
DealerRater.com review score on friendliness.

  • Field in survey slug data set — a_dealerrater_friendliness_5_buckets

  • Field in social media review slug data set — dealerrater_friendliness

This score is an integer value between 1 and 5.

Overall experience
DealerRater.com review score on overall experience.

  • Field in survey slug data set — a_dealerrater_overall_experience_5_buckets

  • Field in social media review slug data set — dealerrater_overall_experience

This score is an integer value between 1 and 5.

Price
DealerRater.com review score on price.

  • Field in survey slug data set — a_dealerrater_price_5_buckets

  • Field in social media review slug data set — dealerrater_price

This score is an integer value between 1 and 5.

Quality of work
DealerRater.com review score on quality of work.

  • Field in survey slug data set — a_dealerrater_quality_of_work_5_buckets

  • Field in social media review slug data set — dealerrater_quality_of_work

This score is an integer value between 1 and 5.

Expedia

Expedia is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.expedia.com/<id>

  • Accepted domain names — expedia.com, expedia.de

  • Example — https://www.expedia.com/Tampa-Hotels-Tampa-Marriott-Water-Street.h425874.Hotel-Information

Facebook Reviews

Facebook Reviews collects the reviews left by Facebook users about an individual location on a Facebook page.

Important: Facebook Reviews is enabled upon request. Contact your Medallia expert to have Facebook page URL allow-listed to collect reviews and submit management responses.
Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.
Unit URL

  • Structure — https://www.facebook.com/<businessName>; https://www.facebook.com/<id>/

  • Example — https://www.facebook.com/MyHotelGeorgetown/; https://www.facebook.com/795053163862177

    Tip: To get the Facebook ID, see How do I find my Page ID?.

Authorize a Facebook Page URL

To authorize Social Feedback to collect and respond to Facebook reviews within Experience Cloud, see Authorize a URL. Additionally:

  • Revise your Facebook page privacy settings before starting the authorization process to make sure they allow third-party applications connections.

  • Review the account to authorize has the appropriate permissions for the Facebook page settings. Social Feedback requires at least Content, Messages, and Community Activity permissions.

  • The Facebook account must have any of these page roles: Admin, Moderator, or Editor.

  • If the Facebook account owns multiple pages, you may choose the pages to authorize.

  • A single Facebook account can be used in an instance at a time.

  • When authorizing a "parent" page (that is, a page that contains sub-pages for other stores), all its "children" pages are authorized as well.

  • When authenticating a Facebook page by logging in with an account already used to authorize a different page, confirm the settings that were applied for the original Facebook page. In that case, click Edit settings to choose the applicable Facebook page for the new unit.

Restriction: System users are not supported.

Goibibo

Gobibo is a review site for the hospitality industry in India.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL
  • Structure — https://www.goibibo.com/hotels/<hotel-name-id>

  • Accepted domain names — goibibo.com

  • Example — https://www.goibibo.com/hotels/hard-rock-goa-hotel-in-goa-6204281054243107966

Google

Google allows individuals to leave reviews about business profiles. Reviews appear together with feedback from other sources such as Facebook, TripAdvisor, etc. Google sends only the last four (4) years of reviews for new locations. There is a limit of 3,000 unauthorized reviews per location.

Note: Review collection for Google should be enabled via the Google API. Unauthorized collection can become unstable.

Social Feedback uses Google Places to collect the reviews of the Google business profile.

Important: Google is enabled upon request. Contact Medallia to have Google URL allow-listed to collect reviews and submit management responses.
Unit URL

  • Structure — https://maps.google.com/?cid=<id>

  • Accepted domain names — maps.google.com, www.google.com

  • Example — https://maps.google.com/?cid=58695463725480978
    Note: To generate the Business profile URL, retrieve the Google Places ID by entering the unit name and address in the Place ID Finder. Upon saving the Google Places ID, it returns the Google Maps URL of the business profile in this format: https://maps.google.com/?cid=58695463725480978.

Authorize a Google Business profile

To authorize Social Feedback to respond to Google reviews within Experience Cloud, see Authorize a URL. Take into account:

  • To authenticate successfully, the Google account associated with the Business profile must have Owner/Manager permissions.

  • A single Google business profile can be authorized in an instance at a time.

  • If a Google account owns multiple business profiles, all of them are authorized.

  • Upon saving, the Google Places ID returns the Google Maps URL of the business profile in this format: https://maps.google.com/?cid=58695463725480978.

Google Reviews appear on reports within 24 hours.

If a unit has more than 3,000 uncollected reviews, only the last 3,000 can be brought into Experience Cloud; this is a limitation of how Google data is collected. For example, if a new Google Places ID is added to Experience Cloud for a unit that has been around for a few years and had received 10,000 reviews over time, only the latest 3,000 of these are collected. This is not a problem if that amount of reviews is produced over time after Experience Cloud starts collecting these gradually.

Note: If a Google user posts anonymously, "A Google User" will display instead of the user's name.

Review and comment dates on Google

Google reviews and comments don't display an accurate timestamp for review dates, they indicate rough values like six months ago or last year. Medallia Social Feedback approximates these values to specific dates based on the collection date, but this results in minor distortions, like causing one date or week to appear to hold all of the reviews from a month for historical data. To avoid these issues, set the level of detail to a monthly level or higher when viewing historical data trends. Google only displays reviews submitted in the last four (4) years.

Google users can edit reviews and comments in the site, causing Google to update the review date on the site. Experience Cloud reflects the dates that the review site displays, and updates these as they change. When viewing reports, consider that dates may have changed due to updates.

Healthgrades.com

Healthgrades.com is a review site for the health industry in the United States. You cannot respond to feedback for this source site.

Unit URL

  • Structure — https://www.healthgrades.com/hospital-directory/<state>/<hospital-name-id>

  • Accepted domain names — healthgrades.com

  • Example — https://www.healthgrades.com/hospital-directory/virginia-va/inova-fair-oaks-hospital-hgsted7cc8b6490101

HolidayCheck

HolidayCheck is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.holidaycheck.de/hotel-hid_<id>.html; https://www.holidaycheck.de/hi/<hotel name>/<id>; https://www.holidaycheck.de/hr/<hotel name>/<id>

  • Accepted domain names — holidaycheck.de, www.holidaycheck.at, www.holidaycheck.ch, www.holidaycheck.com, www.holidaycheck.fr, www.holidaycheck.it, www.holidaycheck.es, www.holidaycheck.pl, www.holidaycheck.ru, www.holidaycheck.nl, www.holidaycheck.cn, www.holidaycheck.cz

  • Example — https://www.holidaycheck.de/hotel-hid_129136.html; https://www.holidaycheck.de/hi/royal-holiday-palace/c5d00673-97b4-3441-96a6-2773f24b3c30; https://www.holidaycheck.de/hr/royal-holiday-palace/c5d00673-97b4-3441-96a6-2773f24b3c30

Sub-metrics

Location and Surroundings
Holiday check review score on the location.

This score is an integer value between 1 and 6.

Service
Holiday check review score on service.

This score is an integer value between 1 and 6.

Room
Holiday check review score on the room.

This score is an integer value between 1 and 6.

Gastronomy
Holiday check review score on food.

This score is an integer value between 1 and 6.

Leisure Offers
Holiday check review score on leisure activities offered outside the hotel.

This score is an integer value between 1 and 6.

Hotel.de

Hotel.de is a review site for the hospitality industry mostly from Europe. You cannot respond to feedback for this source site.

Unit URL

  • Structure — https://www.hotel.de/hotel/details?hotel_id=<id>; https://www.hotel.de/<lang>/<hotel>/hotel-<id>/

  • Accepted domain names — hotel.de

  • Example — https://www.hotel.de/hotel/detail?hotel_id=163366; https://www.hotel.de/de/bold-muenchen-giesing/hotel-364219/

Hotels.com

Hotels.com is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — http://www.hotels.com/<id>/#reviews

  • Accepted domain names — hotels.com, hoteis.com

  • Example — http://www.hotels.com/ho171139/#reviews

Sub-metrics

Condition
Hotels.com review score on condition.

  • Field in survey slug data set — a_hotels_hotelcondition_5_buckets

  • Field in social media review slug data set — hotels_hotelcondition

This score is an integer value between 1 and 5.

Service
Hotels.com review score on service.

  • Field in survey slug data set — a_hotels_hotelservice_5_buckets

  • Field in social media review slug data set — hotels_hotelservice

This score is an integer value between 1 and 5.

Neighborhood
Hotels.com review score on neighborhood.

  • Field in survey slug data set — a_hotels_neighbourhood_5_buckets

  • Field in social media review slug data set — hotels_neighbourhood

This score is an integer value between 1 and 5.

Room cleanliness
Hotels.com review score on cleanliness.

  • Field in survey slug data set — a_hotels_roomcleanliness_5_buckets

  • Field in social media review slug data set — hotels_roomcleanliness

This score is an integer value between 1 and 5.

Room comfort
Hotels.com review score on comfort.

  • Field in survey slug data set — a_hotels_roomcomfort_5_buckets

  • Field in social media review slug data set — hotels_roomcomfort

This score is an integer value between 1 and 5.

HRS

HRS is a review site for the hospitality industry from Europe.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — http://www.hrs.com/hotelData.do?activity=photo&hotelnumber=<id>; https://www.hrs.com/<language>/hotel/<hotel name>/<id>/

  • Accepted domain names — hrs.com, hrs.de

  • Example — http://www.hrs.com/hotelData.do?activity=photo&hotelnumber=101621; https://www.hrs.com/en/hotel/novum-select-hotel-berlin-ostbahnhof/a-50949/

Sub-metrics

Restriction: Newly formatted HRS URLs do not have sub-metrics available.
Atmosphere
HRS review score on atmosphere.

  • Field in survey slug data set — a_hrs_atmosphere_5_buckets

  • Field in social media review slug data set — hrs_atmosphere

This score is an integer value between 1 and 5.

Bathrooms
HRS review score on bathroom.

  • Field in survey slug data set — a_hrs_bathrooms_5_buckets

  • Field in social media review slug data set — hrs_bathrooms

This score is an integer value between 1 and 5.

Cleanliness
HRS review score on cleanliness.

  • Field in survey slug data set — a_hrs_cleanliness_5_buckets

  • Field in social media review slug data set — hrs_cleanliness

This score is an integer value between 1 and 5.

Hotel facilities
HRS review score on hotel facilities.

  • Field in survey slug data set — a_hrs_hotel_facilities_5_buckets

  • Field in social media review slug data set — hrs_hotel_facilities

This score is an integer value between 1 and 5.

Quality of beds
HRS review score on bed quality.

  • Field in survey slug data set — a_hrs_quality_of_beds_5_buckets

  • Field in social media review slug data set — hrs_quality_of_beds

This score is an integer value between 1 and 5.

Quality of breakfast
HRS review score on breakfast quality.

  • Field in survey slug data set — a_hrs_quality_of_breakfast_5_buckets

  • Field in social media review slug data set — hrs_quality_of_breakfast

This score is an integer value between 1 and 5.

Quality of restaurant
HRS review score on restaurant quality.

  • Field in survey slug data set — a_hrs_restaurant_quality_5_buckets

  • Field in social media review slug data set — hrs_restaurant_quality

This score is an integer value between 1 and 5.

Room facilities
HRS review score on room facilities.

  • Field in survey slug data set — a_hrs_room_facilities_5_buckets

  • Field in social media review slug data set — hrs_room_facilities

This score is an integer value between 1 and 5.

Room sound-proofing
HRS review score on room sound-proofing.

  • Field in survey slug data set — a_hrs_room_sound_proofing_5_buckets

  • Field in social media review slug data set — hrs_room_sound_proofing

This score is an integer value between 1 and 5.

Room size
HRS review score on room size.

  • Field in survey slug data set — a_hrs_size_of_room_5_buckets

  • Field in social media review slug data set — hrs_size_of_room

This score is an integer value between 1 and 5.

Spa facilities
HRS review score on spa facilities.

  • Field in survey slug data set — a_hrs_spa_area_5_buckets

  • Field in social media review slug data set — hrs_spa_area

This score is an integer value between 1 and 5.

Willingness to help
HRS review score on the staff's willingness to help.

  • Field in survey slug data set — a_hrs_staff_willingness_5_buckets

  • Field in social media review slug data set — hrs_staff_willingness

This score is an integer value between 1 and 5.

Value for money
HRS review score on value for money.

  • Field in survey slug data set — a_hrs_value_for_money_5_buckets

  • Field in social media review slug data set— hrs_value_for_money

This score is an integer value between 1 and 5.

Friendliness of staff
HRS review score on the staff's friendliness.

  • Field in survey slug data set — a_hrs_warmly_welcome_5_buckets

  • Field in social media review slug data set — hrs_warmly_welcome

This score is an integer value between 1 and 5.

Ikyu

Ikyu is a review site for the hospitality industry in Japan.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.ikyu.com/<id>

  • Accepted domain names — ikyu.com

  • Example — https://www.ikyu.com/00002829

Jalan

Jalan is a review site for the hospitality industry in Japan.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.jalan.net/yad<id>/

  • Accepted domain names — jalan.net

  • Example — https://www.jalan.net/yad330177/

Makemytrip.com

Makemytrip.com is a review site for the hospitality industry in India and the United States.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.makemytrip.com/hotels/<hotel_name_details-city>

  • Accepted domain names — makemytrip.com

  • Example — https://www.makemytrip.com/hotels/hard_rock_hotel_goa-details-goa.html

OpenTable

OpenTable is an international review site for restaurants and the hospitality industry. You cannot respond to feedback for this source site.

Unit URL

  • Structure — https://www.opentable.com/<id>

  • Accepted domain names — www.opentable.com

  • Example — https://www.opentable.com/tampa-hotel-waterside-cafe-waterside

Sub-metrics

Ambiance
OpenTable review score on ambiance.

  • Field in survey slug data set — a_opentable_ambiance_5_buckets

  • Field in social media review slug data set — opentable_ambiance

This score is an integer value between 1 and 5.

Food
OpenTable review score on food.

  • Field in survey slug data set — a_opentable_food_5_buckets

  • Field in social media review slug data set — opentable_food

This score is an integer value between 1 and 5.

Service
OpenTable review score on service.

  • Field in survey slug data set — a_opentable_service_5_buckets

  • Field in social media review slug data set — opentable_service

This score is an integer value between 1 and 5.

Value
OpenTable review score on value.

  • Field in survey slug data set — a_opentable_value_5_buckets

  • Field in social media review slug data set — opentable_value

This score is an integer value between 1 and 5.

Orbitz

Orbitz is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL
  • Structure — https://www.orbitz.com/<id>

  • Accepted domain names — orbitz.com

  • Example — https://www.orbitz.com/Tampa-Hotels-Tampa-Marriott-Water-Street.h425874.Hotel-Information

Priceline

Priceline is an international review site for the hospitality industry. You cannot respond to feedback for this source site.

Restriction: Due to Priceline limitations, Social Feedback cannot collect historic reviews for new Priceline URL's nor guarantee collect all reviews are collected in time.
Unit URL
  • Structure — https://www.priceline.com/hotel-deals/w<id>/<country>/<state>/<city>/<hotel name>/reviews.html; https://www.priceline.com/relax/at/<id>.
    Restriction: Due to Priceline limitations, URLs with this structure may be not be collected: https://www.priceline.com/relax/at/<id>

  • Accepted domain names — priceline.com, travela.priceline.com, travelb.priceline.com, travelc.priceline.com

  • Example — https://www.priceline.com/hotel-deals/w46728/US/Nevada/Las-Vegas/Bally-s-Las-Vegas-Hotel-Casino/reviews.html; https://www.priceline.com/relax/at/46728

Sub-metrics

Location of Hotel
Priceline review score on hotel location.

This score is an integer value between 1 and 10.

Hotel Staff
Priceline review score on hotel staff.

This score is an integer value between 1 and 10.

Hotel cleanliness
Priceline review score on cleanliness.

This score is an integer value between 1 and 10.

RateMDs.com

RateMDs.com is an international review site for the health industry. You cannot respond to feedback for this source site.

Restriction: Social Feedback only collects reviews from health care centers facilities.
Unit URL

  • Structure — https://www.ratemds.com/hospital/<hospital-name-id>/

  • Accepted domain names — ratemds.com

  • Example — https://www.ratemds.com/hospital/us-ca-san-jose-santa-clara-valley-medical-center-770/

Sub-metrics

Cleanliness
RateMDs.com review score on cleanliness.

  • Field in survey slug data set — a_ratemds_cleanliness_5_buckets

  • Field in social media review slug data set — ratemds_cleanliness

This score is an integer value between 1 and 5.

Facilities
RateMDs.com review score on facilities.

  • Field in survey slug data set — a_ratemds_facilities_5_buckets

  • Field in social media review slug data set — ratemds_facilities

This score is an integer value between 1 and 5.

Services
RateMDs.com review score on services.

  • Field in survey slug data set — a_ratemds_services_5_buckets

  • Field in social media review slug data set — ratemds_services

This score is an integer value between 1 and 5.

Value
RateMDs.com review score on facilities.

  • Field in survey slug data set — a_ratemds_value_5_buckets

  • Field in social media review slug data set — ratemds_value

This score is an integer value between 1 and 5.

Rakuten Travel

Rakuten Travel is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — http://travel.rakuten.co.jp/HOTEL/<id>/review.html

  • Accepted domain names — travel.rakuten.co.jp, review.travel.rakuten.co.jp, travel.rakuten.com, www.travel.rakuten.co.kr, travel.rakuten.com.tw, travel.rakuten.com.hk, web.travel.rakuten.co.jp

  • Example — http://travel.rakuten.co.jp/HOTEL/79138/review.html

Travelocity

Travelocity is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.travelocity.com/<id>

  • Accepted domain names — travelocity.com, travel.travelocity.com, hotels.travelocity.com, travel.travelocity.ca, reviews.travelocity.com

  • Example — https://www.travelocity.com/Tampa-Hotels-Tampa-Marriott-Water-Street.h425874.Hotel-Information

Traveloka.com

Traveloka.com is an international review site for the hospitality industry in Southeast Asia.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.traveloka.com/<language>/<hotel>/<country>/<hotel-name-id>

  • Accepted domain names — https://www.traveloka.com

  • Example — https://www.traveloka.com/en/hotel/indonesia/grand-tjokro-bandung-3000010008390

TripAdvisor

TripAdvisor is an international review site for the retail and hospitality industries.

You can respond to feedback by following a link that opens a TripAdvisor pop-up window to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.tripadvisor.com/Hotel_Review-g<id>-d<id>-Reviews-<id>-<HotelName>.html; https://www.tripadvisor.com/Restaurant_Review-g<id>-d<id>-Reviews-<id>-<RestaurantName>.html

  • Accepted domain names — tripadvisor.com

  • Example — https://www.tripadvisor.com/Hotel_Review-g60763-d93335-Reviews-or2300-The_Kimberly_Hotel-New_York_City_New_York.html; https://www.tripadvisor.com/Restaurant_Review-g7709912-d763724-Reviews-Danny_s_Inn_Restaurant_Conference_Centre-Beresford_New_Brunswick.html
    Restriction: Short URL format — such as https://www.tripadvisor.com/Hotel_Review-d93335-Reviews-or2300-The_Kimberly_Hotel-New_York_City_New_York.html — is not supported.

Sub-metrics

In addition to metrics associated with each TripAdvisor review, you can access these overall sub-metrics for each location:

Sub-metrics in TripAdvisor

Overall rating
Overall traveler rating for a location on a scale of 1 (terrible) to 5 (excellent).

  • Field in survey slug data set — q_smm_tripadvisor_overall_rating

  • Field in social media review slug data set: — smm_tripadvisor_overall_rating

This score is an integer value between 1 and 5.

Market size
The total number of hotels in your defined geographical location (for example, City).

  • Field in survey slug data set — q_smm_tripadvisor_primary_rank_size

  • Field in social media review slug data set — smm_tripadvisor_primary_rank_size

Popularity rank
A TripAdvisor proprietary calculation that represents how well a location ranks in its local market. The rank is determined based on the quality, quantity, and age of reviews. See the TripAdvisor website for details on the ranking algorithm. TripAdvisor updates the calculation daily based on the reviews received that day.

  • Field in survey slug data set — q_smm_tripadvisor_primary_rank_position

  • Field in social media review slug data set — smm_tripadvisor_primary_rank_position

Restriction: TripAdvisor does not make historical rank information available through its API. If Medallia Social Feedback does not capture the TripAdvisor Popularity Rank on a specific day, Experience Cloud has no way of retrieving or calculating it later.
Primary rank category
One of these enumerated values:

  • UNKNOWN (0)

  • HOTELS (1)

  • BB_AND_INNS (2)

  • ACCOMMODATIONS (3)

  • VACATION RENTALS (4)

  • RESTAURANTS (5)

  • ACTIVITIES (6)

  • ATTRACTIONS (7)

  • Field in survey slug data set: q_smm_tripadvisor_primary_rank_category

  • Field in social media review slug data set: smm_tripadvisor_primary_rank_category

Some locations have multiple TripAdvisor review pages (for example, a review page for a hotel, and a separate review page for the hotel restaurant):
UnitCategoryTripAdvisor Primary Rank Category (Text)
Serenity Inn ScottsdaleHOTELS (1)Hotels in Scottsdale
Amore Restaurant (at Serenity Inn Scottsdale)UNKNOWN (0)Places to Eat in Scottsdale
To ensure that scores come from the correct TripAdvisor URL, filter the results to categories 1–4 (HOTELS (1), BB_AND_INNS (2), ACCOMODATIONS (3), VACATION RENTALS (4)): 
<!--This node will filter the report on certain industries. For instance, it will exclude restaurants. /* 0 */ UNKNOWN, /* 1 */ HOTELS, /* 2 */ BB_AND_INNS, /* 3 */ ACCOMMODATIONS, /* 4 */ VACATION_RENTALS, /* 5 */ RESTAURANTS, /* 6 */ ACTIVITIES, /* 7 */ ATTRACTIONS, --> 

<split field="q_smm_tripadvisor_primary_rank_category" values="1,2,3,4" filter="true"/>
Primary Rank Category (Text)
The category name displayed on the TripAdvisor website.

  • Field in survey slug data set — q_smm_tripadvisor_primary_rank_category_text

  • Field in social media review slug data set — smm_tripadvisor_primary_rank_category_text

Primary Rank Location
Name of the place where the location is ranked.

  • Field in survey slug data set: q_smm_tripadvisor_primary_rank_location

Review Count
The number of TripAdvisor reviews posted for the location.

  • Field in survey slug data set: q_smm_tripadvisor_review_count

  • Field in social media review slug data set: smm_tripadvisor_review_count

Atmosphere
TripAdvisor review score on the atmosphere.

  • Field in social media review slug data set: trip_advisor_cleanliness

Restriction: You cannot access this data from the survey slug data set.

This score is an integer value between 1 and 5.

Business center
TripAdvisor review score on the business center.

  • Field in social media review slug data set: trip_advisor_businessservice

Restriction: You cannot access this data from the survey slug data set.

This score is an integer value between 1 and 5.

Check in
TripAdvisor review score on check in.

  • Field in social media review slug data set: trip_advisor_checkin

Restriction: You cannot access this data from the survey slug data set.

This score is an integer value between 1 and 5.

Cleanliness
TripAdvisor review score on cleanliness.

  • Field in survey slug data set: a_trip_advisor_cleanliness_5_buckets

  • Field in social media review slug data set: trip_advisor_cleanliness

This score is an integer value between 1 and 5.

Food
TripAdvisor review score on the food.

  • Field in social media review slug data set: trip_advisor_food

Restriction: You cannot access this data from the survey slug data set.

This score is an integer value between 1 and 5.

Location
TripAdvisor review score on location.

  • Field in survey slug data set: a_trip_advisor_location_5_buckets

  • Field in social media review slug data set: trip_advisor_location

This score is an integer value between 1 and 5.

Popularity rank index
TripAdvisor popularity rank index.

  • Field in survey slug data set: a_trip_advisor_popularity_rank_index

  • Field in social media review slug data set: trip_advisor_popularity_rank_index

Rooms
TripAdvisor review score on the room.

  • Field in survey slug data set: a_trip_advisor_rooms_5_buckets

  • Field in social media review slug data set:trip_advisor_rooms

This score is an integer value between 1 and 5.

Service
TripAdvisor review score on service.

  • Field in survey slug data set: a_trip_advisor_service_5_buckets

  • Field in social media review slug data set: trip_advisor_service

This score is an integer value between 1 and 5.

Sleep quality
TripAdvisor review score on sleep quality.

  • Field in survey slug data set: a_trip_advisor_sleepquality_5_buckets

  • Field in social media review slug data set: trip_advisor_sleepquality

This score is an integer value between 1 and 5.

Value
TripAdvisor review score on value.

  • Field in survey slug data set: a_trip_advisor_value_5_buckets

  • Field in social media review slug data set: trip_advisor_value

This score is an integer value between 1 and 5.

Trustpilot.com

Trustpilot.com is a multi-industry, international review site.

You can respond to feedback within Experience Cloud by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Restriction: Social Feedback only collects service reviews.
Unit URL

  • Structure — https://www.trustpilot.com/review/<siteURL>

  • Accepted domain names — trustpilot.com, au.trustpilot.com, at.trustpilot.com, fr-be.trustpilot.com, nl-be.trustpilot.com, br.trustpilot.com, ca.trustpilot.com, dk.trustpilot.com, fi.trustpilot.com, fr.trustpilot.com, de.trustpilot.com, ie.trustpilot.com, it.trustpilot.com, jp.trustpilot.com, nl.trustpilot.com, nz.trustpilot.com, no.trustpilot.com, pl.trustpilot.com, pt.trustpilot.com, ru.trustpilot.com, es.trustpilot.com, se.trustpilot.com, ch.trustpilot.com, uk.trustpilot.com

  • Example — https://www.trustpilot.com/review/www.target.com

Authorize a Trustpilot URL

To authorize Social Feedback to respond to Trustpilot reviews within Experience Cloud, see Authorize a URL.

Warning: To authenticate successfully, the user of the Truspilot business account must have access to the Trustpilot URL domain.
Important: According to Trustpilot solicitation policies, you cannot only ask promoters (individuals who give positive scores) to provide social reviews as that biases results. For more information, see Asking for reviews.

Wotif.com

Wotif.com is an international review site for the hospitality industry.

You can respond to feedback by following a link to the source site. For more information, see Respond to Social feedback and Social Feedback Response permissions.

Unit URL

  • Structure — https://www.wotif.com/<id>

  • Accepted domain names — wotif.com

  • Example — https://www.wotif.com/Tampa-Hotels-Tampa-Marriott-Water-Street.h425874.Hotel-Information