The reputation of the Hôtel du Louvre on Trip

Advisor

Who deals with it?

• A Social Media manager, for only 2 years!

• Daily tasks: – check the reviews on each platforms– Answer to at least 50% of positive ones

and 100% of negative ones– Starts with thanking for the comment,

then search for an explanation and present excuses

Good Reviews

• Length of the comment: long ones!

• Typical answer:

– Thanks for taking time to comment on guest’s experience

– Announce that they take good note of this comment and will advise the concerned teams

– Says that it contributes to the improvement of the departments

– Always ends by wishing to see again the guest at the Hôtel du Louvre

Conclusion: they even take time to develop a very long and good answer for a positive review!

Bad reviews

• Mid size• 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

• He always reminds the guest that the hotel’s first objective is the guest satisfaction

Negative point

No guest reviews on their own website !!