Puro Palma Hotel

Background

In 2019, Purohotel contracted our services including several of our features out of which we would like to highlight two which were key for this success story:

• Satisfaction surveys during the stay that are sent to guests when they are still in-house. They are useful to learn about their satisfaction and identify potential incidents to resolve them on time. Also, we can stop potential bad reviews.
  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 that email, they are redirected to the hotel’s profile on the online reputation channel that the system has selected, where they can leave a review.This feature is essential to improve visibility on online reputation rankings.

In the case of Purohotel Palma, many guests have been redirected to the TripAdvisor portal with the intention of climbing positions in its ranking.

If we understand how its algorithm works, we will see that it is necessary to combine or work on three fundamental variables:

1. The quality of the comments: refers to whether it is a good rating. In this case, positive ones weigh more than negative ones.
2. The quantity: the number of reviews, a key indicator to collect useful information about the accommodation.
3. The novelty: the most recent reviews weigh more than the old ones since they provide a more current idea of the service and condition of the hotel.

With Hotelinking’s features, it is possible to improve these three variables and increase a hotel’s online reputation, climb positions on the rankings and stay among the top positions. 

This is how we manage to make a difference versus the competitors, just as the Purohotel did.

You can find out more about it in this article: “Examining Tripadvisor: How to Improve reputation and visibility in rankings”

Starting position

In 2019, prior to contracting our services, the hotel had an overall rating of 4 points out of 5, ranking 27th out of 84 hotels in the Palma ranking and had 52 % excellent reviews. These figures were not bad but there was room for improvement with the right strategy.

Results

Current position

In a hotel where it was apparently difficult to further improve its position due to the strong competition, in less than five months it rose to position 18; in this case it has increased almost 11 % more. 

In addition, excellent opinions have increased by 15 %, and negative ones have stopped, maintaining the same weigh in the global set of opinions as at the beginning of the implementation. Its overall score has also risen half a point from 4 to 4.5.

The more than 440 surveys completed during the stay have undoubtedly contributed to this result, detecting dissatisfied guests and helping to solve any inconvenience that has not been reflected on Tripadvisor.