Hospitality reputation management comparison - Session 1 - Classwork

We decided to compare 2 hospitality reputation management tools called "TrustYou" and "ReviewPro"

What are the features of each company ?

ReviewPro :
- Hotel reputation management
- Restaurant reputation management
- Guest survey solution
- Revenue optimizer
- Destination analytics
- Hotel investment analytics


TrustYou :
- Enhance Google content
- Influence your reputation
- Increase direct bookings
- Improve operations

How do they help the hotel manage online reputations ? 

ReviewPro :
- Exceeding guest expectation
- Increasing the average daily rate
- Increase revenue
- Improve the ranking on review sites
- Outperform your competitors

TrustYou :
- Influence the customers brand image
- Respond and engage by encouraging customers to book

- Uses "TrustYou Stars" and "TrustYou Analytics" to positively influence the meta-reviews

How do they help the hotel to maximize guest engagement ?
 
ReviewPro : 
-  Leverage guest survey feedback to deliver better experiences
- Increase review volume and ranking on Tripadvisor
- By responding to guests feedback

TrustYou :
- By displaying the responses to millions travelers worldwide
- Increase the management of responses and travel reviews

What type of data is offered and how does it help the hotelier ?

ReviewPro : 
- Global revenue index
- Business analysis (ADR, Occupancy rate, RevPar)

TrustYou :
- TrustYou stars
- TrustYou analytics
- Meta-review

Do they have case studies or customer reviews of their own ?

ReviewPro :
- They have 15 case studies for exemple "How a hotel increases revenue & saves costs by managing OTA reviews" and "How a boutique hotel increase occupancy and ADR"

TrustYou :
- They have 18 case studies for exemple "How elite hospitality group is using TrustYou Radar to manage its reputation" and "How BNB hotels uses TrustYou to gain more reviews and customer feedback"

 Do they offer knowledge or learning - What types ?

 ReviewPro : 
- Webinars
- Guides
- Industry reports
- Case studies

TrustYou :
- Case studies
- White papers

- Advises for best practices
- Blog and press releases

Which one would you choose for your hotel, why ?

If we had to choose one for our hotel, it will probably be "ReviewPro" because we think that the tools offered by this company are much more complete. First, you can find a dashboard with the most important data concerning the hotel (guest satisfaction, global review index, competition analysis).
Then you can find "tracking" that allows you to see and check the different comments but also select the comments between the bad, neutral and good ones, the langage, the different sources...
In the third place, there is "Task" that allows to create a task and manage it and set priorities. Then, competition, which allows you to compare your results with the competition. In fifth place, there is "semantic", which allows you to do a semantic analysis of different subjects. It alerts you if someone is writing about your hotel and offers a monitoring of all elements. Finally, you find "search", which allows you to search a key word.

ORM definition

Reputation management (also known as ORM or online reputation management) is the process of assessing the potentially harmful search results that come up with brand name and legal name queries, and then preparing a strategy to take control of those results.
This includes managing at least the first page of results as well as any harmful image results.

Reputation management isn’t strictly the same as vanilla SEO, because it focuses on creating a positive aura around a person / brand without necessarily focusing on driving traffic, as most search-engine traffic does not come via direct brand-name queries.

Reputation management is also an ongoing process, so it includes having a system in place to monitor up-to-date mentions of your name or brand, ensuring that a pristine results page today doesn’t turn into a nightmare tomorrow.