• Grey LinkedIn Icon

At The Reputation Lab, we work with more than just hotels. Still, to keep with the theme of the case study we sent you, here are five more hotel/resort success stories!

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:

 

  • Average review score grew by 6.9% 

  • TripAdvisor ranking increased by more than 26% in the market 

 

Booking.com   
Expedia:      
Google:          
Hotels: 
Orbitz:             

TripAdvisor:

Yelp:                  

91
53 
143 
115 

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%

  • 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%)

  • The hotel climbed 14 spots on the TripAdvisor Popularity Index in the first year of our partnership

  • 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

 

  • Through guest engagement efforts, review volume grew by 16.8%

  • The hotel earned a position within the top 3.5% of all hotels in the market

  • “Recommended by” grew by 6% points

  • Overall review rating grew about 2% to 4.46

  • Positive review percentage also grew 2%

  • TripAdvisor average review score grew by nearly 3/10 of a point

  • 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

  • Overall review rating grew by just about 2% during a period where external factors impacted the guest experience

  • Review volume increased by 23.5%

  • 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

  • In the first 9 months, the hotel climbed to 48% on the TripAdvisor Popularity Index

  • Hotel now occupies a spot in the top 12% of the market

  • TripAdvisor review rating has increased by more than 4/10 of a point

  • The ratio of negative reviews was previously 8% and has now been minimized to 5.1%

  • 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

Learn about the other industries we specialize in working with or the services we offer to help you maximize your business's success online!

*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”