The document discusses reputation scorecards and their comparison to TripAdvisor certificates of excellence. Reputation scorecards track customer satisfaction across over 100 travel sites, while TripAdvisor certificates recognize hotels that consistently demonstrate hospitality excellence based on their own feedback. The document analyzes which is more important for hotels and finds TripAdvisor to be more linked to customer trends and popular. It then examines quality scores and response to reviews for 5 Barcelona hotels on their websites, Booking.com and TripAdvisor.

1. Reputation Scorecard
Melisande Noel
Mickael Dubourg
Mba 2b

2. What is Reputation Scorecard?
The Reputation Scorecard is a new service for the
hospitality industry, which tracks the performance of
a hotel in terms of customer satisfaction, from the
Global Review Index ™ (GRI), a global score of the
online reputation that takes the Notes opinions lines
obtained in over 100 sites of travel agencies and
reviews in the world.

3. How does it compare to Trip Advisor
Certificate of Excellence?
Reputation Scorecard help hotels to manage their online reputation, such as
Tripadvisor.They both require the consumer to provide a general evaluation
of their experience.
The Trip Advisor Certificate of Excellence select accommodations,
attractions and restaurants that constantly demonstrate a commitment to
hospitality excellence.
But to provide an overall analysis of a place, Trip Advisor will use only its own
feedbacks about a hotel unlike Reputation Scorecard will rely on the whole
feedback they will get, coming from different hospitality and booking
websites such as Booking.com.

4. Which is more important to a hotel,
why?
To our topinion, Trip Advisor is more linked and
connected to trends of customers as it is a more
popular and renowned website. Due to its popularity
trip advisor is the more important.
Even if Reputation Scorecard is an essential relevant
tool for hotels that will offer them an overall analysis
of their reputation, We consider that Trip Advisor
more important than the Reputation Scorecard.

5. Choose a city :
BARCELONA

6. select 5 hotels
W Barcelona : w-barcelona.com
Hotel Arts : hotelartsbarcelona.com
Mandarin Oriental : mandarinoriental.com/barcelona/
Hotel Majestic : hotelmajestic.es
Hotel Me : melia.com/barcelone

7. W Barcelona
The hotel uses its own Starwood Quality Score
process, called Starwood Preferred Guest that
is directly accessible from the home page of
the hotel website. Grade of 4,4/5. Possibility to
read the comments of previous guests.

8. Hotel Arts
There is nothing about
Quality Score that is
accessible from the
home page of the hotel
official website.

9. Mandarin Oriental
There is nothing about
Quality Score that is
accessible from the home
page
of
the
hotel
official website.

10. Hotel Majestic
There is nothing about
Quality
Score
that
is
accessible from the home
page
of
the
hotel
official website.
They provide a press article
about excellence.

11. Hotel Me
The Me Hotel do not obtain the
Trip advisor certificate of
excellence.
They also don’t provide other
ranking type on their website

12. Check out an OTA for 3 of these hotels,
do they respond to guest reviews
We choose to see in Booking.com if hotels W,
Arts and Me if they respond to guest reviews.
We have seen that the Website Booking.com do not offer the
possibility to hotel to respond to guest comments. Either good
or bad.

13. Check Trip Advisor for the same 3 hotels what is the quality of their responses to
guest comments.
On Trip Advisor, hotels have the possibility to respond
to guest comment.
W Barcelona: The General Manager or the hotel manager
concerned respond to the guest. They do not forget to thanks
them for their comment and take the time to fully explain their
point of view.
Hotel Arts: The hotel manager, the number 2 of the hotel team
respond to guest. They thanks the guest and contest zhat they
ask.
Hotel Me: The guest relation manager respond to guest
comment. They are able to answer guest requierment. But the
message is standardized.