This document discusses online reputation management services and compares ReviewPro to TripAdvisor. ReviewPro aggregates reviews from more sources globally than TripAdvisor. It also provides a more complete analysis for hotels. ReviewPro is considered more important for hotels than TripAdvisor because it has more data from different sources and opinions beyond just TripAdvisor, giving hotels a better overview of their reputation online. The document also analyzes reviews on TripAdvisor and OTA sites for several hotels in London.

1. -Online Reputation
ManagementReputation Scorecard
Bérénice ROURE
Ludmilla BESSEYRE DES HORTS
MBA2A

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. 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. 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. 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)

7. Guest review on site
• Only 3 hotels with guest review on site
Novotel
Intercontinental
Radisson Blu

8. 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

9. 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

10. Thank you for your
attention