online review managementBack to library
“Revinate helps us monitor, analyze and act on feedback. Our hotel’s success on TripAdvisor is due to our staff’s close attention to guest satisfaction and online reputation. Hotel staff is trained to engage with guests throughout their stay to ensure they leave happy. We’ve created a culture of listening to the customer by using Revinate.”Abe Liao, Assistant General Manager
In April, 2012, Donovan House officially became a Kimpton Boutique Hotel. With 200 rooms, the hotel is located in the popular 14th street corridor in Washington DC, surrounded by bars and restaurants. With its ultra sleek design and rooftop pool and lounge, the hotel is popular both with locals and visitors alike.
As long-time users of Revinate, management at Kimpton’s corporate headquarters made sure that as soon as the hotel was acquired, Revinate was set up to monitor reviews and social media mentions. At the time of the transition, the hotel was ranked as the 93rd most popular hotel in the Washington D.C. market on TripAdvisor. Today, just seven months later, the hotel is ranked 40th and has seen steady improvement across the board on all review metrics, in addition to ADR and occupancy.