-Online Reputation
ManagementReputation Scorecard
Bérénice ROURE
Ludmilla BESSEYRE DES HORTS
MBA2A
Reputation Scorecard
• Innovative service for hoteliers
• Evaluate the performance of the hotel thanks to
guest satisfacti...
Comparison with Trip Advisor
• Gather more reviews than Trip Advisor
• Collect more data all over the world

• Different s...
Which is more important to a
hotel? Why?
• To our mind, Review Pro is more important to
hoteliers
• Have more data from di...
Selection of Hotels in London
• Radisson Blu South Kesington (http://www.radissonbluedwardian.com/london-hotel-gb-sw7-5bt/...
Guest review on site
• Only 3 hotels with guest review on site

Novotel

Intercontinental

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
=...
Quality of the answer to guest
comments

• Unfortunately on Trip advisor we were unable
to find any answer from the hoteli...
Thank you for your
attention
Review Scorecard
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Review Scorecard

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Review Scorecard

  1. 1. -Online Reputation ManagementReputation Scorecard Bérénice ROURE Ludmilla BESSEYRE DES HORTS MBA2A
  2. 2. 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
  3. 3. 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
  4. 4. 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)
  5. 5. Selection of Hotels in London • Radisson Blu South Kesington (http://www.radissonbluedwardian.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/hotel0737-novotel-london-west/index.shtml) • Hilton London Metropole (http://www3.hilton.com/en/hotels/united-kingdom/hilton-london-metropolehotel-LONMETW/index.html)
  6. 6. Guest review on site • Only 3 hotels with guest review on site Novotel Intercontinental Radisson Blu
  7. 7. 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
  8. 8. 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
  9. 9. Thank you for your attention

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