Small changes, big results
Our client, a business hotel chain, started noticing their low rankings on many sites such as Tripadvisor, Booking.com, and Agoda.com.
Background Story
The hotel is located in a business district and targeted at business people.
As you can imagine Wi-Fi is very important for its customers.
The Problem
The main problem though was that the online reviews were not monitored closely enough to understand what the problem was.
After a careful examination it turned out most customers complained about poor quality of hotel Wi-Fi.
Their connection was too slow, it dropped out frequently, or simply did not work at all at times.
What We Did to Solve it
We spoke with the hotel manager. It turned out they introduced their broadband systems about 6 years ago and never upgraded them.
This one was simple – ‘upgrade your systems’! ‘It will still be a negligible cost compared to the business you’re losing because of Wi-Fi problems’.
But that’s not enough, after new systems were in place, it was time to clean up the reviews so new customers feel more inclined to book.
We worked closely with the hotel management to introduce tablets at reception desk.
Customers checking out could easily log in to their account and leave a review.
Staff was trained to explain what changes the hotel made recently and why reviews are important them.
Customers that were too busy or not interested in leaving a review at the time were marked in the system and we managed email follow ups for them.
Fast forward 4 months and the hotels started dominating their areas with the amount of incoming positive reviews. Thanks to it, the past negative reviews were now buried way under - becoming invisible. The new ones allowed for a 6 to 8 positions of an increase in rankings on Booking.com, Agoda, and Tripadvisor.
Business in now soaring, with the hotel operating at the highest capacity in 10 years.
Small changes, big results. All starting from carefully managing your online reviews.
Improvement in Both the Reputation and Service Offering
14% Increase in Bookings
From 6 to 8 Positions up in Rankings
From the client
Great experience! We never cared too much about online reviews as long as they were generally favorable. RepCurator showed us how important it is to properly manage and act on them.
