• Adele Gutman Milne, CHBA, CHDM

How to be "Best of the Best" on Tripadvisor Travelers' Choice: with Hotel Owner, Gwenn Snider


There are so many words of wisdom in this interview with award-winning hotelier Gwenn Snider, the owner of Little Gem Resorts. Her hotel, the Nantucket Hotel and Resort in Massachusetts consistently ranks as one of the top three hotels in the USA on the “Best of the Best” TripAdvisor Traveler’s Choice Awards- the top 25 most highly rated hotels in the USA, based on the reviews of their guests.


While it's easy to find self-declared experts sharing well-meaning posts on “ORM- Online Reputation Management," many cannot say that they have achieved award-winning guest review success themselves. The Hospitality Reputation Podcast strives to share the case studies and insights from those who are masters at Reputation Cultivation, and whose results speak for themselves.

In this conversation, Nantucket Hotel and Resort Owner, Gwenn Snider, shared her tips on how she and her team lead by General Manager Jamie Holmes, inspire five-star reviews that put her property on the top of the list on Tripadvisor's Best of the Best Traveler's Choice awards.


  • Being obsessive about the details and committed to creating a unique and welcoming guest experience.

  • It’s all about the small moments, so it is important that everyone feels empowered to be able to change a guest experience in a positive way.

  • The smallest detail or kindness can make a hotel a traveler’s favorite experience.

  • Never take your guests for granted. Be unrelenting.

  • Don’t let anything detail or feedback slip by from an operational standpoint.

  • Truly listen to every guest review and survey and have leadership respond personally to every complaint.

  • Kindness is a powerful way to change someone's state from stress to relaxation.

  • Forget, “it’s not possible.” Find a way to say, “Yes!”

Here are some other great podcasts made by my friends which I am sure you will enjoy:


Loren Gray’s Hospitality Marketing Podcast.

Lily Mockerman’s Hospitality Revenue Management Podcast:

Holly Zoba’s Hospitality Sales Podcast

Dean Schmit’s Hospitality Meta Search Podcast:

And you can see many of us together on Fridays at 11:30 AM Eastern on

This Week in Hospitality Marketing


or find us on the Hospitality Marketing Club on Clubhouse!


Do you have any questions about how to rank #1 in your market on Tripadvisor, Google my Business, and other Review Sites?

Please be sure to send me a comment or message via adelegutman.com and we will be happy to help!


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