Problem

Ananta Hotels, a luxury hotel chain, was facing a significant challenge in managing their online reputation. The hotel's management team had noticed that negative reviews and comments on social media platforms were impacting their brand image and resulting in decreased bookings. They needed a solution to manage their online reputation effectively.

After conducting an audit of the hotel's digital presence, we discovered that there was no structured approach to managing online reviews and comments. The hotel's management team was not responding to negative feedback promptly, which resulted in further damage to the brand's reputation. Additionally, there was no system in place to monitor mentions of the hotel on social media platforms.

Learn more about our approach here.

Solution

We proposed a comprehensive solution that involved setting up a dedicated team to manage the hotel's online reputation. The team would be responsible for monitoring social media platforms and review websites for mentions of the hotel, responding promptly to any negative feedback or complaints.

We also recommended implementing a customer feedback system that would encourage guests to leave feedback after their stay at the hotel. This would help identify areas where improvements could be made and provide an opportunity for the hotel to address any issues before they escalate.

To ensure that the solution was effective, we provided training sessions for the hotel staff on how to respond appropriately to negative feedback and how to use the customer feedback system effectively.

Impact

Increased positive sentiment on social media platforms by X%
Improved online reputation resulting in X% increase in bookings

"The solution provided by the team had a significant impact on our online reputation. We were able to address negative feedback promptly, which resulted in increased positive sentiment and improved brand image. This, in turn, led to an increase in bookings."

Team

Team Member #1 - Digital Marketing Specialist
- Conducted audit of hotel's digital presence
- Developed comprehensive solution to manage online reputation
Team Member #2 - Customer Experience Manager
- Implemented customer feedback system
- Provided training sessions for hotel staff on responding to negative feedback and using the customer feedback system effectively.

Ananta Hotels Boosts Bookings with Online Reputation Management