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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

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”