Category
REPUTATION MANAGEMENT
Turning Around the Reputation of a Luxury Hotel
01. The Challenge & Solution
A five-star luxury hotel, had been hit with several poor reviews after a series of staffing issues led to delays in service and a few unsatisfactory guest experiences. Though the issues were temporary, the reviews lingered online, causing new customers to hesitate. Hotel manager, Marcus, contacted us to address the long-term damage to their reputation.
We knew that repairing their reputation would take more than just responding to reviews—it would require a fresh, consistent approach to customer engagement and strategic content creation to shift public perception.
02. Working Process
To begin, we recommended Marcus to implement operational improvements, including staff training and personalized guest interactions to ensure higher service standards. We also helped him establish a protocol for responding to reviews, ensuring that every interaction was handled professionally, empathetically, and with a focus on resolution. We then launched a campaign that encouraged guests to share their positive experiences, offering incentives such as discounts or complimentary services for those who posted about their stay. Along with this, we created engaging content that spotlighted guest testimonials and provided behind-the-scenes glimpses into the hotel’s renovation and service improvements, all while maintaining an active and positive presence on social media.
03. Perfect Result
In just four months, they saw a significant improvement in online reviews, with many guests sharing how they noticed the hotel’s renewed focus on service quality. Their reputation was fully restored, leading to an increase in bookings and better visibility on review platforms. Marcus was thrilled with the results, feeling confident that the hotel’s reputation had been solidified for the long term.