Mexico Grand Hotels
Recognizing the influence that online reputation has on a guest’s booking decision, Mexico Grand Hotels has always devoted time and resources to monitoring online reviews. When Revinate reached out to Mexico Grand Hotels in August, 2011, the hotels were eager to learn more. They were struggling to manually search the Web for mentions of their properties, and while they weren’t yet familiar with Revinate, they knew there must be a better way to find out what guests were saying about them online.
Gabriel Ibarra, Marketing Director, recalls, “We were having a really hard time finding all of our reviews across all the diferent booking channels and review sites. The process was incredibly time consuming and inefficient. When I saw Revinate for the first time, I was thrilled. Finally, I had found a simple platform that would aggregate all our online reviews into an easy-to-use dashboard.”
In addition to the comprehensive aggregation of online guest sreviews, Revinate also provides hotel staff with reports on their competition and detailed analysis of reviews that have proven to be incredibly important. Ibarra says, “Cabo San Lucas is a very competitive market and it’s important for us to know how we’re performing against our goals and our competitors, based on key metrics such as review frequency, review ratings and on TripAdvisor’s Popularity Index. I was blown away by the reporting functionality in Revinate.”
Mexico Grand Hotels also understands the intrinsic value of using reviews to improve operations and guest satisfaction. Ibarra notes, “Now, with Revinate, we can focus our time on value-add tasks such as tweaking services and ammenities to improve guest satisfaction. Because we no longer spend so much time tracking down reviews, we can refocus our time on training and engaging with guests, which will mean a better hotel experience for our guests and more bookings in the future.”
Ibarra has been pleased with the success of his hotels since they began using Revinate. He notes, “The last six months with Revinate have been great. In addition to seeing our average ratings improve, the entire staff has been more conscious of the importance of treating our guests well and comunicating well with them because we can see the benefits of great service when we log into Revinate each day.”