Solaris Hotels
Solaris Hotels in Mexico is a group of four hotels with only one mission: to make guests happy. Pioneers in the “all inclusive” concept for more than 20 years, Solaris Hotels prides itself on knowing what guests want out of their vacations and creating unique and memorable holiday experiences.
Sticklers for exceptional service, staff at the hotels have been focused on online reviews as a measure of guest satisfaction for years. But until they signed up for Revinate service, they had no way to operationalize the feedback. Analia Veccar, Social Media Manager, says, “Revinate has helped us to create a formal program around our reviews. For example, the sentiment analysis feature allows us to quickly and easily analyze guest feedback
from online reviews so we can understand what guests love about our properties and where there’s room to improve. We use this feedback to create action plans and bring the voice of the customer into our discussions around new services and amenities.”
Staff members at the hotels also use Revinate to reply to online reviews and share great reviews publicly. Analia says, “With online reviews influencing booking decisions, it’s great to be able to show prospective guests that we take feedback seriously. By responding to reviews and sharing feedback on our social media channels, we send the message that we monitor for feedback and truly care about the guest experience. With links to respond to reviews and share buttons that allow us to tweet links to reviews, Revinate makes it really easy.”
Revinate also takes the manual work out of creating and sharing reports and trending information. Every two weeks, staff at the Solaris Hotels download the relevant Revinate reports that they need for management and 1:1 meetings. The reports allow them to easily track success around online reviews and social media and see how they’re doing against their competitive set hotels. Analia notes, “Because all the information is compiled automatically and can be customized by review site, date or guest sentiment, Revinate saves us hours each week, which is time that can be better spent pleasing guests and creating memories.”
Sticklers for exceptional service, staff at the hotels have been focused on online reviews as a measure of guest satisfaction for years. But until they signed up for Revinate service, they had no way to operationalize the feedback. Analia Veccar, Social Media Manager, says, “Revinate has helped us to create a formal program around our reviews. For example, the sentiment analysis feature allows us to quickly and easily analyze guest feedback
from online reviews so we can understand what guests love about our properties and where there’s room to improve. We use this feedback to create action plans and bring the voice of the customer into our discussions around new services and amenities.”
Staff members at the hotels also use Revinate to reply to online reviews and share great reviews publicly. Analia says, “With online reviews influencing booking decisions, it’s great to be able to show prospective guests that we take feedback seriously. By responding to reviews and sharing feedback on our social media channels, we send the message that we monitor for feedback and truly care about the guest experience. With links to respond to reviews and share buttons that allow us to tweet links to reviews, Revinate makes it really easy.”
Revinate also takes the manual work out of creating and sharing reports and trending information. Every two weeks, staff at the Solaris Hotels download the relevant Revinate reports that they need for management and 1:1 meetings. The reports allow them to easily track success around online reviews and social media and see how they’re doing against their competitive set hotels. Analia notes, “Because all the information is compiled automatically and can be customized by review site, date or guest sentiment, Revinate saves us hours each week, which is time that can be better spent pleasing guests and creating memories.”