We are happy to announce that Booking.com has recommended us as their preferred partner for Online Reputation Solutions. We are grateful to be recognised by one of the leading groups in Travel space. View the recommended Booking.com partners list here.   Repup recommends the following steps for improving online reputation and feedback management, as also suggested by Booking.com Suite: Collect Encourage your guests to fill feedback at various points of their stay. Use multiple channels such as verbal, tablet devices, emails and SMS reminders to collect feedback. Analyze Collate feedback and reviews from across the web and analyze them to determine fault points and …

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The old barter system of yore has reappeared in our economic world in a varied avatar as Sharing Economy. Worldwide, this new economic concept of peer-to-peer sharing of assets, goods, services and knowledge has rattled sectors like Hospitality, Travel & Logistics, Food & Beverages, Health, Human Skills and Education – to name a few. Each of these industries have new entrants who are growing exponentially leaving the existing players reeling. Indian Hospitality sector too, has been witnessing the growth curve of global players like Airbnb and Indian players like Stayzilla, OYO Rooms, QiK Stay, Zostel to name a few.

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IT’S THE New Year and the hospitality sector is abuzz with a whole new energy. The direct contribution of tourism and hospitality to GDP is expected to grow at 7.5% p.a. and cumulative FDI inflows are pegged at USD 12.7 billion. Standing out as a fast growing, young nation in a world grappling with recession and ageing population, India definitely has that advantage. Yet with international chains expanding in South Asia and success of “sharing economy” driven by the new age millennial, hoteliers will have to be on their feet to not be left behind by the expected trends.

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One of the popular metrics that is also proving to be critical for hotels is the TripAdvisor Popularity Index. The popularity index reflects and compares a particular hotel’s ranking to that of other hotels within a geographic area, all on the basis of traveler feedback. Hence, if hotels are closer to the top of the list, they would be more visible when prospective guests search for hotels in the particular area. Hence, hoteliers to wonder about how they can improve their rankings and reputation with customers.

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“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”

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Being successful in a hotel industry isn’t determined by the number of new customers but by the effective retention of the customers. So, How much of knowing them is knowing enough? Sometimes you go out on a limb and decide to welcome your guest, especially VIPs, with gifts thinking ‘everyone will like a welcome gift’. That seemed like a good idea until we had Jane Coloccia expressed how she wished ‘hoteliers would take the time to either ask a guest if they drank or offered up something else as a VIP welcome gift than a bottle of wine. ‘

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In 2014, two studies made by TripAdvisor and PhoCusWright reflected the following similar results- 77% of travelers reference reviews before choosing a hotel. 80% travelers read around 6-12 online guest reviews; and 73% look at photos put up by other travelers before booking a room. Online travel reviews have always played an increasing role in the guests’ decisions to stay at hotels. But, hoteliers have only recently begun to understand its significance.

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The hotel industry today has fundamentally changed, especially when it comes to both demand patterns and customer purchase behavior. This is the reason that most existing Hotel Revenue Management approaches seem to be outdated in the present time. When we talk of Hotel Revenue Management, we must understand that it is a complex field. Consumer demands today have become highly specific today. This is why if hotels have any weaknesses, and they are exposed, news is easily shared worldwide.

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Reputation score is a key indicator to measure your customer satisfaction based on the customer reviews you collect on RepUp Dashboard. Reputation Score formula is specially designed and takes many factors into account, such as number of reviews, the age of the reviews and the star rating of each review. It’s a combination which is more than just an average of all your reviews combined.

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There are so many functional aspects of running a hotel business successfully, that hoteliers often find it difficult to maintain the standard of their service levels. You need to keep a track of everything that’s happening in all functional areas such as the front office, food, and beverages, housekeeping and more. There’s just a lot on your plate! In this scenario, identifying the gaps in your service may become a challenging prospect. Efficiency comes from being able to visualize everything about your hotel on a single platform so that you can gather actionable insights. This is where guest intelligence comes …

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