E-reputation, review sollicitation

Tess Mandoul

Sales & Marketing Manager

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

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
    Setting up automatic review collection
  • Standing out in an ultra-competitive hospitality landscape
    Deciding to focus the solicitation strategy on TripAdvisor
  • Follow TripAdvisor best practices
    Compliant collection, Premium partnership with TripAdvisor
  • Highlight the experience through recent authentic feedbacks
    Systematisation of the solicitation of opinions for customers who have stayed at the hotel
View of a hotel room from the door
Review sollicitation send by a 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