Dorsett Hospitality International Puts Guest Feedback First

According to Dorsett Hospitality International, fostering active communication between a hotel and its guests is as important, if not more so, than ranking highly on TripAdvisor.  By focusing on management responses, Dorsett has lived by this mantra and shown its guests how much the hotel group values feedback.  Watch the video below to hear how Dorsett’s success is not only a reflection of the service it offers, but also a reflection of how hard the property works to manage its online reputation on TripAdvisor.

►

Hotel ICON creates an icon for the hospitality industry

Opened in September 2011 in collaboration with the Hong Kong Polytechnic University, Hotel ICON’s objective is to facilitate and develop the next generation of leaders in the hospitality industry.  So how exactly did this teaching and research-centric hotel rise to the top ranks in Hong Kong on TripAdvisor within just three months of opening?  By focusing on guest endorsements and feedback, and teaching their students to do the same.

Hear Hotel ICON’s story in their own words.

►

Thai family builds thriving resort with “circle of happiness”

Khun Rasi and her sons moved to Hua Hin with no experience in the hospitality industry, but plenty of ideas on how to “create a circle of happiness” between themselves, their staff, and their guests.  They took a small piece of undeveloped beachfront land and have turned it into one of the top properties in this Thai city.  Along the way, they’ve relied on TripAdvisor to market their success to the world, with great reviews from past guests bringing new ones through the door.  Hear their story in their own words:

►

 

New York City Certificate of Excellence Winners Celebrate at TripAdvisor Cocktail Party

After a successful Certificate of Excellence celebratory bash in London on Wednesday evening, the TripAdvisor for Business team headed back across the Atlantic to host a second party in New York City on Thursday.

May 2012 marked the launch of TripAdvisor’s third round of Certificate of Excellence awards. This year, an even greater number of businesses provided exemplary service than during the previous year. As a result, even more accommodations, restaurants, and attractions were awarded a 2012 Certificate of Excellence. And what better way to honor these winners than to throw a cocktail party on top of the Ink48 Hotel in Manhattan. New York City winners braved sweltering summer temperatures to attend the party at Press Lounge – Ink48’s 16th floor outdoor terrace and indoor lounge – and were rewarded with stunning views of the Manhattan skyline and the Hudson River.

With champagne in hand, 180 guests assembled on the outdoor terrace, where Julio Bruno – TripAdvisor’s Global Vice President of Sales – toasted the winners. Julio congratulated the winning hotels – which ranked in the top 10% of all accommodations listed on TripAdvisor – as well as the winning restaurants and attractions.

Proud Certificate of Excellence winners mingled and enjoyed cocktails and appetizers as the sun set over Manhattan. Winners also celebrated with Ollie the Owl, who dressed up for the occasion and donned his signature bowtie. At least one winner managed to land a kiss on Ollie’s beak; rumor has it that Ollie blushed beneath his feathers.

The TripAdvisor for Business team thanks New York City winners who attended this year’s cocktail party and extends its congratulations to all Certificate of Excellence winners worldwide. Stay excellent – we hope to see you at next year’s party.

This slideshow requires JavaScript.

To see all of the photos from the party, go here.

Certificate of Excellence winners celebrate their win in London

With more Certificate of Excellence winners than ever before, we thought it would be great to celebrate with some of these amazing businesses! Our first stop was in London, at the modern Spanish restaurant Aqua Nueva, where 260 accommodations, restaurants and attractions accepted their Certificate of Excellence award. The winners were treated to great weather and views of central London atop two beautiful terraces. Guests enjoyed modern Spanish cuisine, as well as a signature TripAdvisor cocktail called the “Certini of Excellence.” And Alison Copus, Vice President of Marketing, TripAdvisor for Business, was on hand to congratulate the winners on their award and joined everyone for a group champagne toast.

TripAdvisor for Business Vice President of Marketing, Alison Copus, joins the Certificate of Excellence winners in a group toast.

Throughout the evening, Ollie mingled and posed for photos with the winners. Everyone also had the chance to have their photo taken with their award behind various backgrounds of their choice. Here is a slideshow of a few of our favorite shots:

This slideshow requires JavaScript.

To see all of the photos from the party, go here.

Congrats to all of our winners, and check back  for a recap on our Certificate of Excellence party in New York City!

How Hotel Commonwealth Climbed to the Top of TripAdvisor Boston Rankings

►

Boston, Massachusetts is rich in history.  One of the oldest cities in the U.S., it also boasts many respected and long-standing hotels.  So how did Hotel Commonwealth, an independent property founded in 2003, come onto the Boston hotel scene and climb to the very top of the TripAdvisor rankings?
According to their staff, it’s all about focusing on the guest experience, asking for – and continually improving because of – guest feedback, and then letting that feedback, by way of TripAdvisor reviews, usher new guests in the door.  Watch our video spotlight for all the details!

Share your TripAdvisor reviews on Facebook

With almost a billion users from around the world, Facebook is a great place to showcase your TripAdvisor reviews and awards, and spread the word about your property far and wide. Adding a TripAdvisor widget to your Facebook business page makes it easy for prospective and loyal guests to read your property’s reviews. The same TripAdvisor widget that goes on your website can also be used on your businesses’ Facebook page.

Since Facebook launched Timeline for business pages, the process for adding a widget has changed a little. We have created a new step-by-step guide on how to share your TripAdvisor reviews with your Facebook fans that factors in timeline-related changes.

See “How to add TripAdvisor content to your Facebook page” to start sharing your reviews on Facebook today!

Businesses share the news of their Certificate of Excellence Award

TripAdvisor’s Certificate of Excellence Awards have created quite a buzz on the web and social networks! Thanks to all winners who have shared the news on sites such as Twitter, Facebook, Pinterest, their business’ blogs and news wires!

Here’s a sample of just a few of the ways people have shared the news: 

This slideshow requires JavaScript.

TripAdvisor’s 2012 Certificate of Excellence Awards honor top businesses around the world

We are excited to announce the 2012 Certificate of Excellence Awards, given to highly rated hotels, restaurants and attractions around the world.

“From exceptional accommodations in Beijing to remarkable restaurants in Boston, we want to applaud these businesses for offering TripAdvisor travelers a great customer experience,” says Christine Petersen, president of TripAdvisor for Business.

How are the winners determined?

The winners are determined by those who matter the most – your guests. The key to winning the award is consistently excellent service: properties had to maintain an overall ranking on TripAdvisor of four out of five. The volume of reviews in the past 12 months was also a determining factor.

Is this award different than the Travelers’ Choice Awards?

Yes. The Certificate of Excellence Award is an extension of Travelers’ Choice. While Travelers’ Choice recognizes the top 25 properties or destinations in different categories and geographical locations, the Certificate of Excellence award focuses on hotels, restaurants and attractions that provide exceptional customer service and consistently receive positive reviews from their guests.

How can I find out if I won a Certificate of Excellence?

In addition to receiving the certificate in the mail, winners will receive an e-mail notifying them that they have won the award. A 2012 Certificate of Excellence widget will also appear in the Management Center under the “Online Marketing tools” section.

Congrats to all of the winners! Check back here tomorrow for tips on how to promote your Certificate of Excellence Award! 

Do management responses affect my popularity ranking on TripAdvisor?

TripAdvisor’s Popularity Index is based on traveler feedback and reflects how your property ranks compared to your competitors. If you’re a business owner, it’s important to know what factors impact your popularity ranking. One of the questions we often receive is whether management responses are part of the equation.

The Popularity Index is primarily based on three key components: quantity, quality and recency of reviews written about the property. Management responses are not factored into popularity rankings.

However, research shows that when an owner responds promptly and professionally to a review, addressing any specific complaints as well as the positive comments, it can make a big impact on prospective customers. Our surveys show that 78% of travelers say that a management response to a good review makes them think highly of the hotel and when considering two comparable properties, 68% would choose the property with management responses.¹ So while responding to reviews doesn’t impact your ranking, it does make a strong impression on travelers when it comes time to book.

Find out about some of the best practices in responding to traveler reviews here.

For more information about TripAdvisor’s Popularity Index, check out the Pop Index Overview and read our previous post on “How to improve your popularity ranking on TripAdvisor.”

 ————————————————————————————————–

¹ “TripAdvisor Custom Online Survey 2010”, conducted by Forrester Consulting, commissioned by TripAdvisor