Harness Over X years of Hotel Sales and Marketing Experience Without Asking More From Your Team
The Reputation Lab got its start helping hotels and resorts maximize their success online. With our X years of collective hospitality experience and extensive knowledge of how online reviews, digital engagement and guest satisfaction impacts your business, we’re confident that discussing your needs with us will yield extraordinary results.
81% of travelers always read online reviews before making a booking decision and as little as a 0.1-point jump in your average review score can yield up to a 25% increase in conversions. Our team offers several services that help properties through each step of a review's lifespan and ultimately create conditions where organic review volumes increase on popular platforms like TripAdvisor, Google, and Expedia, alongside your rankings.
The Reputation Lab
CASE STUDIES
Lifestyle Globally Branded Hotel
Location: Major East Coast Market
Service: REM
Rooms: NA
Period: May 2016 – March 2020
Total Reviews: NA
Results
-
Climbed 11% on the TripAdvisor Popularity Index (more than 35 spots)
-
Hotel exceeded corporate SOP’s and ranked as the #1 hotel in response time for the regional portfolio
-
Review volume increased by 23.5%
Booking.com
Expedia:
Google:
Hotels:
Orbitz:
TripAdvisor:
Yelp:
Reviews
91
53
143
115
2
223
15
Results
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%)
Upscale Boutique Hotel
Location: Major East Coast Market
Service: REM
Rooms: NA
Period: May 2017 – Present
Total Reviews: NA
Results
-
Average review score grew by 6.9%
-
TripAdvisor ranking increased by more than 26% in the market
-
Management Response coverage has doubled to over 98
-
Still in service – now Review Response
Booking.com
Expedia:
Google:
Hotels:
Orbitz:
TripAdvisor:
Yelp:
Reviews
91
53
143
115
2
223
15
Results
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%)
Soft Brand Hotel
Location: Major Southern Market
Service: REM
Rooms: NA
Period: December 2022 – Present
Total Reviews: NA
Results
-
Month one (lower occupancy month) review volume increase 60% and review score up 21%.
-
Month two (also slow season), review volume climbed another 50% while review score is now 6/10 of a point higher than the 90-day average leading into our training event.
Booking.com
Expedia:
Google:
Hotels:
Orbitz:
TripAdvisor:
Yelp:
Reviews
91
53
143
115
2
223
15
Results
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%)
Upscale Independent
Location: NA
Service: REM / Training Refresh: Aug 2022
Rooms: NA
Period: May 2019 – Present
Total Reviews: NA
Results
-
Trained in January 2020 and hotel climbed 10+ spots by March of 2020 . (in top 7% of the market).
-
Hotel had a delayed reopening and saw slippage, losing all 10 spots gained, plus.
-
Retrained in August 2022, hotel has since gained back 6 spots. Review scores are up 4/10 of a point.
Booking.com
Expedia:
Google:
Hotels:
Orbitz:
TripAdvisor:
Yelp:
Reviews
91
53
143
115
2
223
15
Results
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%)
Lifestyle Hotel
Location: NA
Service: REM / Training Refresh: June 2022
Rooms: NA
Period: August 2018 – Present
Total Reviews: NA
Outcomes:
-
Review performance slipped during the pandemic
-
TripAdvisor ranking increased by 18 points from June 2022- December 2022
-
December 2021 – June 2022, TA score was 3.7 or lower every month. Post June Training, all months have been at 4.1 and higher.
Booking.com
Expedia:
Google:
Hotels:
Orbitz:
TripAdvisor:
Yelp:
Reviews
91
53
143
115
2
223
15
Results
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%)
Upscale Major Brand Hotel
Location: NA
Service: REM
Rooms: NA
Period: July 2019 – Today
Total Reviews: NA
Outcomes:
-
When our program launched, the hotel was in the top 18% of their market in TA rank (with over 200 hotels); today the hotel is in the top 3.5% of the market.
-
TripAdvisor average review score grew by 7.5% within the first ten months in our program, with a cumulative average of 4.57
Booking.com
Expedia:
Google:
Hotels:
Orbitz:
TripAdvisor:
Yelp:
Reviews
91
53
143
115
2
223
15
Results
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%)
*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”