ARCOTEL Uses Reputation Surveys to Improve Its Scores and Rankings

In line with its motto: “From Vienna outwards to the most beautiful cities in Europe”, ARCOTEL Hotels is one of the most prominent Austrian hotel brands, with 10 top quality 4-star and 4- star-superior-hotels spanning Austria, Germany and Croatia. Holding professionalism and service competence in high regard, ARCOTEL Hotels strive to offer their guests an exceptional hotel experience.

ARCOTEL Hotels began using TrustYou’s Monitoring solutions in 2011 to understand what guests were saying about their properties. After nearly a year of analyzing review scores and sentiment, ARCOTEL Hotels decided to implement TrustYou’s Reputation Surveys in 2012 to drive even more guest feedback and further improve their scores. Using lobby iPads, ARCOTEL Hotels have made it extremely simple for their guests to write reviews.

The Results:

  • So far in 2013, ARCOTEL Hotels have received 26% more reviews than they had a year ago.
  • TrustYou Surveys now account for 45% of all ARCOTEL Hotel reviews, and ARCOTEL Hotels average more reviews per property than any other hotel brand worldwide.
  • Overall review scores for ARCOTEL Hotels properties have improved over the past year.
  • Survey responses are helping to drive this increase in scores, with Reputation Survey responses outperforming reviews written on any other source (TrustYou Survey average score: 96%, Overall score across all sources: 91%).

Says Martin Grabner-Fröhlich, Managing Director, ARCOTEL Hotels & Resorts GmbH, “Working with TrustYou has allowed ARCOTEL Hotels to gain much more customer feedback than ever before. Using TrustYou’s Reputation Surveys, we have been able to drive more guest reviews, and subsequently improve scores and visibility on the review platforms that matter most to our business.”

Download the case study here.


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