Andalucía Center

Background

In this success story, we will focus on how the Andalucía Center hotel’s reputation has improved in one of the most important opinion portals: Tripadvisor.

To make this possible, our clients have two key tools:

• Satisfaction surveys during the stay: this feature we offer is based on making an automatic mailing to guests while they are still in-house. We can schedule when we want this mailing to take place. The purpose is to be aware of their level of satisfaction while they are still with us and, most of all, identify any potential incidents that may subsequently lead to a negative review on opinion portals. In this way we already stop possible bad reviews that the hotel could receive and encourage the positive ones.The dashboard allows you to set a cut-off score from 0 to 10, so that all those satisfaction surveys below the set score completed by in-house guests will trigger an email alarm. Then, it will be the time to act and turn dissatisfied guests into satisfied guests.

• Opinion on online reputation channel: once our guests leave the hotel, several days later (you can schedule when), a post-stay email is automatically sent to each one in their language, requesting a review on one of these channels depending on their nationality: Tripadvisor, Google Opinion Rewards, Holidaycheck, Yelp, Tophotel or Zoover.

Very important! When you click on the button, you are redirected to the corresponding online reputation channel’s hotel listing, where you can leave the review and comment directly.

We know, for example, that for a hotel to improve in its ranking for free, Tripadvisor mainly uses three indicators:

• The quality of the reviews: refers to whether it is a good opinion, if the hotel is positively rated. Positive comments weigh more than negative ones.
• The quantity: the number of comments is another key indicator to collect useful information about the property and increase the users’ trust.
• The novelty: more recent opinions weigh more than older ones. The reason is that they provide a more current idea of the service and condition of the hotel.

With our tools, we cover all three requirements and manage that guests using them to help the hotel improve or maintain high positions on the Tripadvisor ranking. 

With these three points in mind, we will analyse the Andalucía Center hotel success story.

Starting position

Before implementing Hotelinking, the Andalucía Center hotel occupied Tripadvisor’s 70th position of the 128 hotels in Granada. 

It had 517 reviews of which 19 % were excellent and 53 % very good.

Result

Current position

After almost two years working with us and using our solutions, you can see significant changes on their Tripadvisor page.

Currently (as of April 1, 2020), the hotel has risen more than 40 positions on the ranking, occupying 23rd place out of 128 hotels. 

Moreover, it has increased by more than 200 % the number of opinions that rate it as excellent.

This has been possible thanks to the more than 2,400 surveys completed during the stay that, providing the necessary information at the right time to the hotel staff, have helped to solve any inconvenience that may have arisen, curbing negative opinions on reputation portals. 

On the other hand, more than 10,000 emails were sent to encourage guests to leave their review on Tripadvisor, managing to redirect more than 1,000 people to this page.