Customer perception in tourism is built (and broken) online
They booked the hotel for the view. They came back talking about their stomach ache…
In tourism, perception is everything. And what the traveler says afterward often matters more than what they actually experienced. Today, that story is told through stars, ratings, and online reviews.
Reviews aren’t just opinions—they influence decisions. According to a study by IAB Spain, 88% of users read reviews before making a booking or online purchase. That number rises to 93% when it comes to tourism-related decisions.
(Source: IAB Spain, eCommerce Study 2024.)
And this is where a frequently overlooked variable comes in—one that can change everything: the traveler’s health.
Even a mild issue—fever, stomach discomfort, anxiety—if poorly managed, can become the defining experience of the entire stay.
Why Reviews in Tourism Can Attract or Repel Future Guests
We live in a world where a stranger’s review can outweigh personal experience. The digital shift has changed how we make decisions: we Google, compare, and read reviews before choosing a restaurant, booking an activity—or selecting a place to stay.
According to IAB Spain, 93% of users consult reviews before booking a tourism service, and over 70% trust them as much as a personal recommendation.
This is no longer a trend—it’s the standard.
And every business in the sector—large or small—is subject to it. Especially when something goes wrong.
Fake Review Regulation: How It Affects the Tourism Industry in Spain
The issue is so significant that Spain is considering a law to ban fake online reviews, due to the damage they cause to hospitality and tourism businesses. The proposal aims to penalize manipulated or misleading reviews, protecting both consumers and honest businesses.
But even genuine reviews can be damaging—if they reflect poor handling of a critical moment.
Modernizing Tourism Means More Than a Pretty Website
Many businesses think “modernization” means redesigning their website, updating their social media, or polishing their visual identity. But today’s traveler expects more. They notice how a business responds in real situations.
Modernizing now means providing practical, fast, and integrated solutions.
It’s not just about a welcome drink—it’s about being prepared if a guest gets sick at 2 a.m. That, too, is part of the experience.
And yes, that gets reviewed too.
Anticipating Health Issues: A Critical Part of the Travel Experience
A mild fever. An upset stomach. Dizziness after an excursion.
Nothing serious. But enough to affect the traveler’s overall perception—if it’s not addressed quickly.
When there’s no clear protocol, the outcome is predictable: overwhelmed staff, improvised translation, rushed pharmacy calls, confused tourists.
Something that could be resolved in minutes turns into frustration.
And that frustration? It’s what shows up in the review.
A Mild Symptom Can Ruin the Experience—Or Reinforce It
That’s where Wosler comes in.
Wosler offers a digital medical solution designed for tourists in Spain. If a guest feels unwell, they can:
- Access a medical consultation from their phone or device
- Speak with a healthcare professional in English or Spanish
- Get guidance within minutes—no travel required
For the traveler: reassurance.
For the staff: professional backup.
For the business: a complete, seamless experience.
✔️ No technical installations
✔️ No disruption to operations
✔️ No overload on the team. In many cases, this timely intervention not only prevents a complaint—it transforms the entire experience. And with it, the story the guest chooses to tell.
Wosler: Health, Reputation, and Loyalty in the New Tourism Era
A great review doesn’t always come from a flawless stay.
It often comes when something unexpected happens—and it’s handled with speed, intelligence, and empathy.
Today, delivering a great tourism experience goes beyond comfort. It requires foresight. The businesses that anticipate traveler needs are the ones that stand out—not just in service, but in reputation.
With Wosler, you don’t just react. You anticipate.
Adding digital medical assistance isn’t an added cost—it’s a competitive advantage. It shows that your business is in tune with what modern travelers expect: immediate access, professional care, and peace of mind.
Because yes—health leaves a review too.
And you decide what kind.
📩 Want to improve your guest experience and position your business as forward-thinking?
👉 Let’s talk. A medical protocol can do more than change a review—it can define your brand.
If you found this article useful, check out:
🔹Spain’s 2025 High Season: 5 Keys to Help Your Tourism Business Avoid Improvisation
🔹What Happens When a Traveler’s Doctor Is 2,000 Kilometers Away? A Risk Wosler Solves
🔹More Than Just Medical Help: How Wosler Turns Healthcare into Brand Value for Your Clients
🔹Medical Protocols in Tourism: The Key That Separates Leaders from Improvisers
