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The Correlation Between Post-Stay Surveys and Increased Recommendation Rates

by August 21, 2017 11:55 am Case studies

In a new study of 8,000 hotels using the TrustYou guest feedback platform, our research identified a positive relationship between hotels that send their guests post-stay surveys and those guests’ willingness to recommend the property. Hotels that had incorporated post-stay surveys into their guest experience were likely to see a 2.5% lift in their average survey scores. This has a direct positive impact on the overall score and online reputation since TrustYou’s surveys have become the most important review source for users of the TrustYou platform. Furthermore, hotels saw an impressive 4% increase in a guest’s likeliness to recommend the… read more »

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Destination Zermatt-Matterhorn sees 7% increase of conversion rate with Meta-Review integration

by August 8, 2017 11:57 am Case studies

The Swiss destination Zermatt-Matterhorn uses TrustYou’s guest feedback platform since 2012 to collect and analyze guest reviews to improve the service quality and offer as well as the overall guest experience. The use of TrustYou’s Meta-Review adds value to the accommodation offer on the destination website and helps to increase the conversion rate. Key Improvements: Share of positive reviews increased from 93.87% in 2013 to 95.35% in the first 6 months of 2016. Since integrating the Meta-Review and TrustScore on the website in 2013, conversion rate increased by 7%.   Download the full story here:  

guest communication webinar .

Spotlight On the Hotel Guest’s On-site Experience

by August 3, 2017 10:00 am Webinars

How your hotel communicates with guests has a direct effect on your guests' on-site experience. So how do hotels find the balance between maintaining the traditional standards of service while assimilating to the new ways of engagement that guests prefer? And how can technology help hotels find the right balance and ultimately garner the best possible rating and drive revenue? Learn more about on-site experience solutions with the executives from StayNTouch, TrustYou and Fuel Travel. You will learn: The preferred communication methods of today's guests How giving guests a choice in service empowers your staff and guests The correlation between messaging… read more »

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5 Review KPIs Every Hotel Should Track

by August 2, 2017 3:44 pm Best practices

There are so many metrics that a hotel can use to make a business decision - REVPAR, ADR, Occupancy Rates - however, focusing on these will not give you the insights needed to make an impact. Instead, we have ranked some of the top undervalued key performance indicators (KPIs) that are based on guest perceptions of your hotel. With this in mind, we encourage hotels to add the following 5 guest review KPIs to their list of analyzed metrics:

guest feedback for operational improvement .

Elite Hospitality Group Improves Operations and Scores with TrustYou’s Guest Feedback Platform

by July 17, 2017 8:39 am Case studies

The Elite Hospitality Group is located in the Kingdom of Bahrain, and currently operates four All Suites Hotels and three Luxury Residences. The hotel group began using TrustYou's guest feedback platform in 2014 and since then, has put a guest feedback management plan in place to better understand its guests and consistently improve its operations. With extensive guest feedback to act on at its fingertips, the hotel chain was able to detect various areas for improvement and effectively enhance their guest experience. Key areas of improvement include: 878% boost in the number of Google reviews 60% increase in response rate across all… read more »

guest communication webinar .

Consumer Research Reveals Guest Preferences and Expectations for Direct Hotel Communication

by June 20, 2017 1:00 pm White papers

Once a traveler becomes a guest, the lines of communication open up. In this research, we sought to identify the guest’s experiences and expectations through the means of digital correspondence between guests and their overnight stay providers. This relates to the guests’ pre-arrival and on-site experiences with a hotel during the guest journey. The following results are strongly related to previous research that focused on uncovering consumer behaviors during the search process leading up to the travelers’ booking decision. Findings show: The majority of guests (80%) expect hotels to initiate contact and reach out via email 73% of guests have… read more »

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Online Bookings Research: Understanding Traveler Behavior for Smarter Hotel Marketing

by May 9, 2017 4:00 pm Webinars

At the beginning of this year, the hotel industry became rich with new traveler research and insights. In three distinct traveler studies, we uncovered: the top sites where travelers search for and book hotels, what travelers see and click on when searching for hotels, and how travelers view and interact with hotel websites. In this 1-hour webinar, attendees will learn more about these traveler behaviors and discover ways to implement smarter hotel marketing as a result. The researchers at TrustYou, Fuel Travel, and Travel Tripper uncover: - Why Google presence is so important, and how to influence your hotel rankings - How… read more »

direct messaging .

How To Use Templates To Direct Message Your Guests

by May 2, 2017 11:52 am Best practices

Direct messaging is a great way of starting an easy, two-way communication between hoteliers and travelers. With these useful and time-effective templates, you can now make things even easier and increase guest satisfaction, by keeping in touch with your guests through all stages of the the travel experience: pre-arrival, welcome, on-site feedback and departure. Download our free guide for instant access to templates that you can use to direct message your guests!

Hotello TrustYou Case Study .

Client Success Story: H’Otello

by April 26, 2017 8:59 am Case studies

Our client H'Otello has been using TrustYou's guest feedback platform since 2013 to enhance the guest experience and to collect and analyze reviews. They have seen great improvements in their scores, recommendation rates and direct bookings. See for yourselves: