online review management

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“In our corporate office, we regularly use Revinate to track the goals for the properties set by our SVP of Marketing. We also use Revinate to keep tabs on our competitors and see how we can improve our properties’ results with regards to service delivery and positive feedback.”

Karissa Stone, Marketing Manager

SUCCESS STORIES

Over the last year, Auberge Resorts, an award-winning collection of eight luxury hotels and spas located in idyllic destinations like the Napa Valley and Los Cabos Mexico, dramatically improved its online reputation. In 2012, the California-based luxury resort group exceeded its company goal of a 4.00 average review rating score by .59 points, beat the competitors’ aggregate review rating score by .02 points and increased the number of reviews each property received by 20% in 2012. Finally, the resort group also grew the overall number of positive reviews each property received and the number of people who would recommend each resort.

Further examination of these statistics shows that company-wide, Auberge Resorts scored higher than competitors in every critical review-rating category such as resort cleanliness, room condition, and service delivery. Karissa Stone, Marketing Manager for Auberge Resorts, says that these company-wide improvements start with the company’s corporate commitment to proactive online reputation management.

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