Case Study 1
Upscale Boutique Hotel
Location: Major East Coast Market
Rooms: 140
Period: May 2015 – July 2017
Total Reviews: 642
Average Review Score climbs 6.9%
In comparing the eight months prior to our program vs the first eight months in our program, this hotel saw:
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Average review score grew by 6.9%
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TripAdvisor ranking increased by more than 26% in the market
91
53
143
115
2
223
15
99% response coverage (previous period 2%)
100% response coverage (previous period 4%)
100% response coverage (previous period 0%)
100% response coverage (previous period 6%)
100% response coverage (previous period 0%)
97% response coverage (previous period 88%)
100% response coverage (previous period 0%)
Case Study 2
Management Response coverage has doubled to over 98%
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Overall review score for the year leading into our program was 3.28 / and for the first 12 months in our program that score grew to 3.46 (up 5.5%)
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The hotel climbed 14 spots on the TripAdvisor Popularity Index in the first year of our partnership
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Overall TripAdvisor Average Review Score grew by 4/10 of a point during the first twelve months in our program
Independent Beachfront Boutique Hotel
Location: Florida Market
Rooms: 100
Period: December 2014 – December 2016
Total Reviews: 599
Booking.com
Expedia:
Hotels:
TripAdvisor:
Google:
Yelp:
216
99
80
204
-
-
97% response coverage (previous period 12%)
99% response coverage (previous period 49%)
80% response coverage (previous period 39%)
98% response coverage (previous period 66%)
Not contracted at this hotel
Not contracted at this hotel
Case Study 3
Globally Branded Full-Service Hotel
Location: Major Market in Southwest
Rooms: 400+
Period: January 2015 – December 2016
Total Reviews: 961
Average TripAdvisor response time is less than 1.8 days, whereas the comp set average is 5.6 days
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Through guest engagement efforts, review volume grew by 16.8%
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The hotel earned a position within the top 3.5% of all hotels in the market
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“Recommended by” grew by 6% points
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Overall review rating grew about 2% to 4.46
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Positive review percentage also grew 2%
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TripAdvisor average review score grew by nearly 3/10 of a point
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Management response coverage grew by nearly 90% on OTA and search channels
Booking.com
Expedia:
Hotels:
TripAdvisor:
Google:
Yelp:
216
99
80
204
-
-
97% response coverage (previous period 12%)
99% response coverage (previous period 49%)
80% response coverage (previous period 39%)
98% response coverage (previous period 66%)
Not contracted at this hotel
Not contracted at this hotel
Case Study 4
Hotel takes #1 place in response time within city portfolio
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Overall review rating grew by just about 2% during a period where external factors impacted the guest experience
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Review volume increased by 23.5%
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Hotel generated 11% positive growth on the TripAdvisor Popularity Index
Booking.com
Expedia:
Hotels:
TripAdvisor:
Google:
Yelp:
182
51
89
642
-
-
95% response coverage (previous period 20%)
100% response coverage (previous period 42%)
100% response coverage (previous period 11%)
98% response coverage (previous period 81%)
Not contracted at this hotel
Not contracted at this hotel
Lifestyle Globally Branded Hotel
Location: Major East Coast Market
Rooms: 600
Period: April 2015 – March 2017
Total reviews: 964
Case Study 5
Negative reviews decrease to 5.1% (down 3.1%) of the review mix
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In the first 9 months, the hotel climbed to 48% on the TripAdvisor Popularity Index
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Hotel now occupies a spot in the top 12% of the market
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TripAdvisor review rating has increased by more than 4/10 of a point
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The ratio of negative reviews was previously 8% and has now been minimized to 5.1%
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Review pace has increased by 49%
Globally Branded Full-Service Hotel
Location: Major Mid West Market
Rooms: 400+
Period: July 2016 – January 2018
The hotel had slipped 40% on the TripAdvisor Popularity Index before upgrading to our Reputation Enhancement and Management service
Less than 100% coverage during coverage by The Reputation Lab is likely the result of open reviews being processed with responses at the time of reporting”