-Online Reputation

Management-

Reputation Scorecard

Bérénice ROURELudmilla BESSEYRE DES HORTS

MBA2A

Reputation Scorecard

• Innovative service for hoteliers

• Evaluate the performance of the hotel thanks to guest satisfaction

• Rate of the different online travel agencies reviews across different countries that gives an online reputation

• Calculated for a given period and point of time

=> Allows to give a general opinion upon satisfaction of a hotel or a hotel chain

Comparison with Trip Advisor

• Gather more reviews than Trip Advisor

• Collect more data all over the world

• Different sources of data (OTAs, social medias, websites…)

• Have a complete analysis

• Partnerships

Which is more important to a hotel?

Why?• To our mind, Review Pro is more

important to hoteliers• Have more data from different sources• Have opinions of different guest not

only TripAdvisor’s one• Better overview (on Trip Advisor, guests

can leave comments without testing the hotel)

Selection of Hotels in London

• Radisson Blu South Kesington (http://www.radissonblu-edwardian.com/london-hotel-gb-sw7-5bt/gbvander/home)

• Grosvenor House Marriott (http://www.marriott.fr/hotels/travel/longh-grosvenor-house-a-jw-marriott-hotel/)

• Intercontinental London Park Lane (http://www.ihg.com/intercontinental/hotels/gb/en/london/lonhb/hoteldetail)

• Novotel London West (http://www.accorhotels.com/fr/hotel-0737-novotel-london-west/index.shtml)

• Hilton London Metropole (http://www3.hilton.com/en/hotels/united-kingdom/hilton-london-metropole-hotel-LONMETW/index.html)

Guest review on site

• Only 3 hotels with guest review on site

Intercontinental

Novotel

Radisson Blu

Guest review and OTA’s

• On Booking.com• Radisson Blu = 7,6/10• Novotel London West =7,8/10• Intercontinental =8,7/10

=> OTA’s and guest review matches, both Trip Advisor and ReviewPro

Quality of the answer to guest comments

• Unfortunately on Trip advisor we were unable to find any answer from the hoteliers, which seems weird, according to the fact that it is hotels part of large hotel chain

Thank you for your attention