Hotel Eleganté : Comprehensive Reputation Management Partnership Leads to Lift in TripAdvisor Rankin
Challenge
With beautiful mountains just a breath away, Colorado Springs is a popular destination for travelers seeking to make the most of their outdoor experience. Hotels in the area need to maintain a competitive edge to rise in the rank and be seen as the ideal choice for their valued guests. Hotel Eleganté boasted pet-friendly rooms and beautiful conference and event spaces at their property, but they needed an extra boost for their reputation to capture the attention of potential guests.
Solution
Their partnership with Travel Media Group began in August 2019, and in a mere 10 months, they’ve seen growth in their hotel’s reputation and earned time back to spend with their guests at the property. At first, Hotel Eleganté had four assigned employees that would work with online review responses. Each employee would spend between three and seven hours each responding to reviews each month. That means that for as many as 28 hours per month, employees were sitting at computers and handling the hotel’s reputation online, where they could have been devoting that energy to guests on-site. Once partnered with our experts in professional review response writing, those 28 hours were opened up, allowing employees to spend valuable time with their guests. With the time restored, guest concerns are addressed more efficiently, meaning guests can enjoy a more catered experience. Meanwhile, our Respond & Resolve™ team handled guest reviews with ease, working closely with management staff whenever necessary to ensure each response was perfectly aligned with the hotel’s voice. Before partnering with Travel Media Group, Hotel Eleganté did not have a comprehensive means of collecting guest responses and sentiment, and while they were exceptional in handling guest concerns, they were still unable to prevent some guests from taking their concerns to online reviews. As a result, they began their journey with Travel Media Group’s services at rank 57. Their initial partnership included just post-stay emails, and the response was overwhelming with more than 270 guest feedback surveys collected in total. The hotel staff was able to process guest sentiment easily through the intuitive OneView® dashboard, which includes comprehensive analytics for hoteliers to easily see guest sentiment in action. Through reviewing internal guest surveys and analyzing sentiment data, Hotel Eleganté was able to improve further than they were capable of prior, rising to become rank 32 on TripAdvisor – an increase of more than 25 spots.
Results
Since starting, Hotel Eleganté achieved: A 25-rank increase on TripAdvisor 50% Increase in Positive TripAdvisor Reviews 271 Guest Feedback Surveys Collected Over 6,000 positive reviews 18% Higher Review Score vs. Internal Survey Score
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