Hôtel du louvre on trip advisor

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Hôtel du louvre on trip advisor

  1. 1. The reputation of the Hôtel du Louvre on Trip Advisor
  2. 2. Who deals with it? <ul><li>A Social Media manager, for only 2 years! </li></ul><ul><li>Daily tasks: </li></ul><ul><ul><li>check the reviews on each platforms </li></ul></ul><ul><ul><li>Answer to at least 50% of positive ones and 100% of negative ones </li></ul></ul><ul><ul><li>Starts with thanking for the comment, then search for an explanation and present excuses </li></ul></ul>
  3. 3. Good Reviews <ul><li>Length of the comment: long ones! </li></ul><ul><li>Typical answer : </li></ul><ul><ul><li>Thanks for taking time to comment on guest’s experience </li></ul></ul><ul><ul><li>Announce that they take good note of this comment and will advise the concerned teams </li></ul></ul><ul><ul><li>Says that it contributes to the improvement of the departments </li></ul></ul><ul><ul><li>Always ends by wishing to see again the guest at the Hôtel du Louvre </li></ul></ul><ul><ul><li>Conclusion: they even take time to develop a very long and good answer for a positive review! </li></ul></ul>
  4. 5. Bad reviews <ul><li>Mid size </li></ul><ul><li>The Social Media Manager is looking for the origin of the problem, gives explaination and wishes to welcome back the guest despite of the bad experience </li></ul><ul><li>He always reminds the guest that the hotel’s first objective is the guest satisfaction </li></ul>
  5. 7. Negative point <ul><li>No guest reviews on their own website !! </li></ul>

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