Ota presentation

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Ota presentation

  1. 1. Online Travel Agencies/ Merchant Retailers Opaque Travel Review Sites
  2. 2. BREAK IT DOWN OTA Opaque Travel Review Sites Social Media Hotwire (part of the Expedia family) Priceline Expedia, Hotels.com & Venere Orbitz Travelocity Priceline
  3. 3. EXPEDIA & HOTELS.COM Responses can take up to 72 hours to appear. Meaning, we are already behind 3 days if we answer immediately. Let’s get the response out there ASAP… we’re already behind!
  4. 4. Comments can be posted by other members of Travelocity. However, no replies are implicitly encouraged for hotel managers. TRAVELOCITY
  5. 5. TRIP ADVISOR Here are two reviews that were escalated to the appropriate departments.
  6. 6. The Customer Satisfaction Index (CSI) rates each review from 0-100 based on 7 key TripAdvisor questions that appear at the beginning of each TripAdvisor survey: Overall rating, Cleanliness, Location, Rooms, Service, Value and Recommend. A scoring model uses the ratings on these questions to create a score from 0-100. Our research, based on the TripAdvisor review database, indicates that these 7 factors are highly correlated to guest loyalty. The CSI score makes it easy to determine which reviews require immediate action as well as compare results over time and to competitors. Green: Hyatt Regency DFW Blue: Adolphus Hotel Orange: All Dallas Hotels Customer Satisfaction Index TRIP ADVISOR
  7. 7. Overall trend in ratings Rating distribution
  8. 8. PRICELINE Aggregate Rating 10 out of 10 rating from Business, Couples, and Families staying with us. Reviews cannot be responded to or commented on.
  9. 9. BOOKING.COM
  10. 10. SHOUT OUTS!  A medical emergency resulted in an overnight stay in Dallas. Talk about Texan hospitality! Everyone we encountered was so helpful, gracios, and kind! My sister and I were on our way to our brother's funeral in Alaska and ended up in Baylor ER. Spent the night at the Hyatt and everyone went out of their way to be helpful. Restaurant manager Micheal offered us lunch on him as we waited for flight to AK. I cannot say enough! Room, staff, and entire experience made a sad trip manageable. Our thanks to all!  Loved it, but really was pleased that the Bellman and the Valet worked together to get our flat tire fixed!!! If it weren't for them, I don't know what we would have done! We came in from Houston. God bless  WOW! Great service, great attitudes. And when our group dinner kicked off with a 'Texas Theme' it was one of the best all-around managed events that I've ever attended. Bravo, Hyatt Regency DFW!!  I had a great experience at the DFW HYATT for my Capella Residency! I was exhausted from the work we did but the hotel was all around great at accommodating me and CJ, on our staff, was fantastic. He just answered every question, went out if his way to get questions answered I needed and all around was personable as he should be in his job. Thank you!  Love the Hyatt Regency DFW! Great staff! Awesome room.

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