Glòria de Sant Jaume

Background

The hotel first opened its doors in January 2018 and five months later, the during stay survey system and automated post-stay review on online reputation channels alert features were implemented. 

These two features consist of:

• Satisfaction surveys during the stay: a form that guests are sent when they are still in-house. The purpose is to learn about their satisfaction and identify possible incidents that may cause negative reviews on opinion portals. This way we can stop potential bad reviews that the hotel could receive.
  From the Hotelinking dashboard it is possible to set a cut-off score from 0 to 10 so that, if the system detects a survey with a score below the one marked, it will send an email alert to the hotel staff so that they can act and solve the problem. 

• The email to post reviews on online reputation channels is a communication that is sent automatically to guests once they have checked out, in their corresponding language. In this, they are requested to leave their opinion on one of these leading websites: Tripadvisor, Google Opinion Rewards, Holidaycheck, Yelp, Tophotel or Zoover. When they click on the button in the email, it redirects them to the hotel’s listing on the online reputation channel, where they can leave a review.

This feature is important to improve visibility on online reputation rankings. For example, to climb positions on the Tripadvisor ranking you have to work on the three variables on which your index is based:

• Quality of comments: 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 users’ trust.
• The novelty: more recent opinions have a greater influence than older ones. The reason is that they provide a more current idea of the service and condition of the hotel.

Thanks to our tools, it is possible to address the three points and, consequently, improve the hotel’s online reputation, climb positions on the rankings and stay in the top positions.

In this article by our experts we delve deeper into these issues: Examining Tripadvisor: How to Improve reputation and visibility in the ranking

Starting position

In this case, we are dealing with a city hotel that has been recently opened, therefore its position in the rankings was low, going from not being present o starting to have a presence.

When we started working together, the hotel occupied the 64th position of the 77 hotels that made up the ranking of Palma de Mallorca and had only three excellent opinions. It was logical since only five months had passed since its inauguration.

Results

Current position

After more than a year and a half using our during the stay satisfaction surveys and the review email that in this case redirected to the hotel page on Tripadvisor, it has gone from having three opinions on the channel to having 112!*, 94 % of them excellent and the rest very good.

As for the ranking, it has managed to climb from position 64 to 7 being one of the Top 10 hotels in Palma. 

(*) As of April 1, 2020