3. STORYTELLING
• The hotel Félicien was designed by fashion
designer Olivier Lapidus : it evokes a
delightful, fascinating world of glamour and
sensuality in every detail.
4. H2H
• WE HAVE A STORYTELLING AND A PRESENTATION OF THE
HOTEL BY OLIVIER LAPIDUS HIMSELF
• VERY INTERACTIVE AND MODERN PRESENTATION
• CREATE A COMPLICITY BETWEEN HOTEL FELICIEN AND HIS
GUEST
• Olivier Lapidus icon on the website
6. TRIPADVISOR
• Hotel Félicien is a new hotel in Parisian market it is very
important to have good feedback on tripadvisor and create a
exchange between Hotel Félicien and this customers.
• As we can see Hotel Félicien has a rating of 94 % and have 69
comments it ’s a good score for a new hotel.
• We observe that the manager of the hotel (Colombe G )
respond to all comments of the guests, Hotel Félicien have
generally good feedback .(56 of 69 comments are excellent)
• Hotel Félicien collects all comments (compliments and
possibly customers complaints)
13. PRESENCE ON SOCIAL MEDIA
• Hotel Félicien is present in most important social
media such as Facebook,Instagram,Google+ and
Twitter
• Hotel Félicien is a small hotel (37rooms)he created a
relationship based on confidence with this customers
especially with social media (interactivity ,feedback)
• We can found Hotel Félicien in Instagram with
hashtag: #hotelfelicien or on twitter @hotelfelicien
14. Questions and complaints
• Complaint about distance between Hotel
Félicien and the main parisian attraction ‘you
have to make several stops with subway’
• Lack of soundproofing
• Complaint about quality of service (just 1
negative comment about service)
16. What is the general response time
• We observe that the manager of the Hotel
Felicien(Colombe G) respond to all comments of
the guest.It is each time a customize
message.(Colombe G showing respect for his
guest)
• The manager thanked all guest for his stay
• It takes 6days to 12 days to answer on Tripadvisor
it is a quick response and a good reactivity
• Colombe G respond to all comments and
apologize if the guest have a problem during his
stay (she give attention and respond to everyone)
17. H2H approach
• YES : Hotel Félicien have a H2H approach
• Quick answer to client on TripAdvisor
• Apologize after a bad comment for the quality
of this service.
• Interaction and availability on Twitter and and
Google+
18. What would you advise them to do
differently/better?
• The hotel has adopted the right strategy,they are present
on the majority of social network
• The Hotel Felicien create a strong relationship based on
trust and proximity with this guest
• I recommend a larger presence on Instagram there are only
60 subscribers it is not enough for a hotel of this quality
• Try to be more personal in the response to comments
• Add a page on their website or a link that would conduct to
a new page where people could write their feedback and
comments.
• Create a Hotel Felicien blog for daily news and discussion
with guest
