Case study : e-reputation, review sollicitation

access_timeJuly 17, 2025
by  jennifer

Case study : How the hotel won a TripAdvisor Traveller’s Choice Award

 

Previously, reviews were random. Today, they are regular, sincere, and truly value the work of our teams !

Tess Mandoul, Sales & Marketing Manager | Malone Hotels

Context

An elegant hotel on Paris’s Left Bank, the 7 Eiffel Hotel by Malone welcomes guests into a world of contemporary luxury. Chic, warm, and refined, it attracts an international and French clientele looking for a unique urban getaway. The hotel is located in a highly competitive area, just steps from the Eiffel Tower, and is highly ranked on online review platforms such as TripAdvisor. The property uses Experience CRM to generate more reviews and move up in the rankings.

 

Challenges & solutions

  • Get more reviews without manual solicitation
  • Standing out in an ultra-competitive hospitality landscape
  • Follow TripAdvisor best practices
  • Highlight the experience through recent authentic feedbacks
  • Setting up automatic review collection
  • Deciding to focus the solicitation strategy on TripAdvisor
  • Compliant collection, Premium partnership with TripAdvisor
  • Systematisation of the solicitation of opinions for customers who have stayed at the hotel

 

Results

The hotel has set itself apart from the competition and transformed its e-reputation!

Top 10%

of global referenced hotels on TripAdvisor

+0,6

TripAdvisor’s rating has gone from 3.9 to 4.5/5 since the review collection process was implemented

56%

more review volume than other 4* hotels competitors

75%

of reviews collected on TripAdvisor are obtained through Experience CRM

Want to find out more about review sollicitation ?

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Download the case study in PDF HERE