E-Reputation Agency for Hotels

Optimize 360 is a Digital Agency specialising in the hotel and catering sector.

E-Reputation Management is the 3rd most important factor in hotel choices and bookings, after geolocation and price.

Hotels absolutely need to have a online reputation at the top, and not just on social networks, since OTAs (Booking, Expedia, etc.) and Meta Engines (Triadvisor, Kayak, etc.) are themselves generators of opinions and comments that can help potential customers make the right choice.

Since 2012 we have been helping hotels to manage their online reputation.

Optimize 360 Website Design Agency for Hotels

Hotel E-Reputation: the figures speak for themselves


Restaurants and leisure tourism are the two sectors in which the French most frequently consult online customer reviews

9 out of 10 customers (90 %) systematically consult customer reviews before booking a hotel (source Qualitelis) or a service. And more than half, 60 %are filing notices.

  • 91% of consumers aged 18 to 34 trust online reviews more than personal recommendations.
  • 89 % of Internet users read the responses given by professionals to their online reviews.

Establishments that respond to reviews inspire
1.7 times more confident than others (76 % compared with 46 %)

Some TripAdvisor figures on customer reviews

  • 72 % systematically read the reviews on TripAdvisor before making a decision on their choice of accommodation or restaurant.
  • 87 % leave positive reviews on TripAdvisor to share a great experience.

79 % book a hotel with a higher rating when they

hesitate between two establishments with identical services.

Source Triadvisor 2019

It is clear that managing customer reviews is essential, and that there is now a direct link between online reputation and sales.

What online review aggregation tools are available in the hotel industry?

We have specialised aggregation tools, including Global Leaders and local operators.

The key is to choose them carefully, not only in terms of their functionality, but also in terms of the use you will make of them, and the integration you will need with your Channel Manager, or even your PMS, so that the Cardex is linked and you can use your customer database for digital marketing purposes.

As a result, a perfect match between all these tools and, ultimately, the hotel CRM (e.g., the CRM for the hotel industry) is essential: Experience Hotels / Revinate ) should be observed as soon as they are installed.

The Two Leaders in Hotel E-Reputation


Without doubt the most 'vertical' software specialising in the hotel industry. As a pure player in the hotel industry, Revinate claims to offer "Guest Feedback", as well as being a CRM Suite that goes beyond the simple management of reviews, and manages customer relations a posteriori for follow-up and loyalty actions.

Customer Alliance

Less specialised in the hotel industry, since it covers a wider range of sectors (catering, medical, automotive, e-commerce), Customer Alliance equips leading hotel chains (Radisson, Great Hotels of The World, Brit Hotels, etc.).

In both cases, you're dealing with robust, reliable tools that have been tried and tested in some of the biggest hotel chains.

Interesting hotel E-Reputation challengers


Experience Hotels

If you want to deal with smaller, more local companies that are just as effective, particularly for independent hotels and small hotel groups, these two operators are perfect for the job, with a special mention for Expérience Hotels, which has a first-rate CRM suite.

All the operators mentioned here are fully conversant with online review sites, including social networks, consumer reviews left on OTAs and Meta Search.

They enable you to effectively manage your brand image and customer comments, and are ideally suited to the Pre Stay / In Stay / Post Stay management that a hotel establishment may need.

E-Reputation and SEO are closely linked

Calling on an agency like Optimize 360 allows you to make the link between E-Reputation and SEO.

A hotel establishment will need to ensure that positive reviews are seen throughout the 360° digital presence of its various media.

Not forgetting any of them. 

Would you like to improve your hotel's E-Reputation?

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