Examples of Good Hotel Social Media & Reputation Management
Still on the topic of true engagement this week. Though I feel every property needs to pave their own way in the world of social media in order to really make a difference, I still love examples, so here are a few examples of good hotel social media with true engagement in mind.
I don’t suggest hotels get political in general; it’s tricky—often treacherous—territory, but I saw a campaign I thought did well despite its policital nature recently. Kimpton Hotels created a pillow equality sign to support Marriage Equality in the U.S. While this was surely controversial, I think it signified that Kimpton feels confident they know their audience (either that, or they just don’t care, but that’s doubtful). In general the socially relevant posts garnered a lot of conversation on their individual hotel Facebook pages—and a lot of support. Hotels have to be uber conscientious about whether or not participating is consistent with their branding, but it seems to me this worked out for Kimpton.
I posted the one from the Hotel Monaco Chicago, because I think it’s worth taking a look at their Facebook page. They are very active and responsive.
The Colonnade Hotel in Boston has a very active Twitter presence. Most of their success isn’t about the volume of followers they have (2,500 or so) but, rather, how they regularly interact with guests online. This is one snippet of many. It’s authentic. I feel like a fly on the wall trying to figure out exactly what they’re talking about.
And here’s an example of actual customer service on Twitter:
While there are still some hotels out there that aren’t responding to posts on TripAdvisor at all, there are also hotels responding to each and every comment—both good and bad. See the Hotel Bel-Air in Los Angeles, for example.
Talk about turning reputation management into revenue. The Hotel Giraffe has developed a Sleep Program (I keep wondering if they developed it in response to this post about a guest’s poor sleep). I could see guests being lulled into booking just reading the GM’s sincere response. The GM also asks twice to have a conversation. I like this.