Son Bauló Hotel

Background

At the beginning of 2019, the hotel began to use Hotelinking’s services. Among the different features implemented, automatic during the stay surveys and automated review alerts in post-stay online reputation channels were included:

• 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. 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 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. The system can detect which is the most suitable opinion portal to be redirected to depending on the nationality. Then, 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 key to improve visibility on online reputation rankings.

A good example to better understand the advantages of these services is to know how Tripadvisor works, using up to 3 variables to raise or improve positions in its index: the quality of the comments, the quantity and how often they are made.

With Hotelinking, it is possible to address the three points and, consequently, improve a hotel’s online reputation, climb positions in the reputation rankings and stay in the top positions, managing to stand out versus the competitors.

In this article by our experts, we delve deeper into how we can reach the Tripadvisor rankings top: Examining Tripadvisor: How to Improve reputation and visibility in the ranking

Starting position

When we started working with Son Bauló, it occupied the 12th position of 40 in the Ca’n Picafort ranking and had 1,961 reviews, 49 % of them excellent and 31 % very good. Theoretically good results.

Results

Current position

After more than a year of operation with us, Son Bauló has climbed to 7th position in the ranking, representing an improvement of 17.5 % versus its starting point and a rise of 5 positions.

It has also increased the number of reviews from 2193, representing an increase of 12 %, especially those that rate their stay as excellent (+ 16 %) and very good (+ 8 %). Figures that considerably improve the starting point and represent an increase in requests for reservations through a direct channel.

This has been possible thanks to the satisfaction surveys sent during the stay, out of which 860 were answered, providing valuable information to the hotel staff, and helping to solve any inconvenience that may have occurred while the guest was still in-house. In this way, negative opinions have been reversed in reputation portals. 

On the other hand, more than 700 emails were sent to encourage guests to leave their reviews on Tripadvisor. This email is sent to those guests who have answered the survey and have given us a high score in their reviews; that score can be defined by the hotel itself in the dashboard. This action has managed to redirect more than 140 people to this page. 

To better understand it, here is an example: we can indicate that these emails are sent to those guests whose overall score has been higher than 8.5; in this way, we guarantee a very good or excellent review on the corresponding opinion portal.