SH Valencia Palace Hotel

Background

After several meetings and analyses of the hotel’s reputation, in 2018 they decided to contract our services, especially the during the stay surveys and the automated review on online reputation channels alert features:

• Satisfaction surveys during the stay are 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. In this way, it is possible to stop potential bad reviews that the hotel could receive, encouraging the positive ones.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 automated review email is sent after the stay and invites the guest to post a review on these online reputation channels: 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 both visibility on online reputation rankings and the hotel’s reputation. We work on three variables mainly: the quality of the comments, the quantity and how recent they are.

You can find out more about how opinion portals work and how to improve on their rankings through the following article by our marketing experts: “Examining Tripadvisor: How to Improve reputation and visibility in rankings”

Starting position

Before the implementation, the hotel had an overall rating of 4 points out of 5 and 41 % of excellent reviews. Although it is a good score, the property occupied the 36th position of the 99 hotels in the Valencia ranking.

Results

Current position

After several months using the features mentioned above, the hotel has managed to increase excellent reviews by 32 % and, above all, curb bad and disastrous ratings.

It has risen almost 12 % in the ranking, currently occupying the 23rd position out of 109 properties in Valencia on Tripadvisor.

Guests have responded to more than 3,200 surveys of the total sent. By acting on bad ratings, it has been possible to stop potential bad reviews on these portals and, above all, offer a much more positive perception of the brand.

Besides, more than 2,700 emails were also sent to encourage guests to leave their reviews on Tripadvisor, managing to redirect more than 410 people to this page.