Hotel Astoria Playa improves its reputation on Tripadvisor

Background

In October 2019, the hotel added the surveys during the stay and the automated review communications in online reputation channels to their already implemented features. 

These features are essential to improve visibility in online reputation rankings. On the one hand, we can manage potential incidents while the guest is still in-house hence avoiding possible negative reviews on these portals. A few days after visiting the hotel, the system automatically sends an email to invite the guest to leave their opinion on the online reputation portal most suitable according to their origin. 

The system goes a little further, as it links directly to the hotel listing on the ranking page.

In this article, we discuss which are most important factors when it comes to improving in these portals, especially on Tripadvisor: 

“Examining Tripadvisor: How to Improve reputation and visibility in the ranking.”

Thanks to these features offered by Hotelinking, we manage to improve our clients’ position in these portals and avoid potential negative reviews. In this way, we improve the hotel’s reputation, which enhances its visibility hence diverting to the direct channel reservations that were previously commissioned.

Starting position

Prior to activating these features, we analysed the hotel’s situation on Tripadvisor to have a point of reference. This analysis was performed in October 2019. It had an overall rating of 5 points (the maximum), occupying the first position of the 48 hotels in the Puerto de Alcudia ranking. 

In this case, the starting point was excellent and the challenge was maintaining these results over time. As we explained in the referenced article, staying at the top requires different factors: the frequency, the quality of the reviews and the amount.

Results

Current position

After 6 months, we decided to re-analyse the data. We discovered that the numbers had not changed much; it is an important fact because, for 6 months, the hotel has managed to maintain its privileged position and the volume of opinions with hardly any effort on their part.

But performing a more exhaustive analysis, we observed that the hotel had managed to increase even more the percentage of its excellent reviews and decrease that of the bad and terrible ones. In total, a 3 % increase in excellent reviews.

To this end, more than 3340 surveys were received while the guest was still in-house, providing the necessary information at the right time to the hotel staff to avoid, potentially, annoying guests and thus curbing those reviews that can be included in portals such as Tripadvisor.

On the other hand, more than 7790 emails were sent to encourage guests to leave their opinion on Tripadvisor, managing to redirect more than 935 people to this site.