According to hospitalityNet,

PwC’s Experience Radar study is designed to uncover experience “recipes” that drive the choices of today’s traveler and profits for tomorrow’s hotel operators. The research points to important issues on the minds of hoteliers today including: attracting and retaining guests, investing in capital improvements, and reaping benefits from “brand ambassadors.”

PwC principal, Scott D. Berman noted:

“Running a profitable business isn’t just about keeping costs down, it’s about winning and serving your customers. In a setting in which the lodging sector is trying to stay ahead, the ability to understand features on which guests place the highest value is critical. While guests say they want style and decor, flexible cancellation policies and rewards for frequent stays, when you look at what they are willing to pay for, issue resolution shows through for its importance to both leisure and business travelers….”

A few interesting notes from the report:

• When a negative experience happens, fix it before check-out
  • Leisure guests are willing to pay a 20 percent premium for best in class issue resolution, while business travelers are willing to pay a 11 percent premium
  • Of guests who shared their complaints with the hotel, seven out of 10 were not satisfied with the result
  • Eight out of 10 leisure guests are influenced by well handled issue resolution when rebooking
• Experience creates a channel through brand ambassadors
  • Three out of five leisure guests are highly likely to rebook after a good experience
  • 95 percent of guests discuss noteworthy good and bad hotel experiences
• Meet business guests’ needs, drive loyalty
  • Business guests rank personal experience as their top purchase driver
  • A satisfied guest is loyal and will spread the word

The full report can be downloaded for free here from PwC [3.4 MB PDF]

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ReviewPro was built from the ground up to help hotels provide better issue resolution for their guests and customers. See how it works by requesting a demo now….

Here’s a cheeky look at what’s wrong with so many hotel websites
10 Things I Hate About Hotel Websites – Infographic
by Jitendra Jain (JJ)

Here are some things you might consider doing to improve the “attitude” of your employees and recover some of those lost “bad-service dollars”.
How to Improve Your Customer Service
by Wayne Kehl

Four elements that the rewards customers really want.
How to Get Customers Using Your Online Rewards (Video)
by Gabe Zichermann

Simply saying, “I hope to see you again soon,” is not enough.
Staying in touch with your guests
By Caroline Cooper

Travel searches on mobile devices most often related to transportation.
Travelers Lean on Mobile’s Location-Based Information
by eMarketer Blog

ReviewPro, the international leader in online reputation and social media management for the hotel industry, is ramping up its industry focused benchmarking for top rated hotels in key cities around the United States.

The Global Review Index™ Top Hotel Rankings, which are calculated from guest reviews from hundreds of the most relevant Online Travel Agents (OTAs) and review sites, represent an industry first. Finally, the hotel industry has an independent, online reputation benchmark that allows hotels and chains to evaluate their online presence and compare results with direct competitors.

ReviewPro CEO RJ Friedlander says: “We piloted this idea for a B2B ranking for a number of cities around the world in 2011, and feedback from individual hotels, chains and industry experts has been amazing. We are excited to expand these powerful rankings to leading destinations all over the globe this year.”

The Global Review Index™ Top Hotel Rankings are now available for:
(click on each city to see the ranking)

Questions about these rankings? See our FAQ for answers.

With thousands of clients in more than 70 countries worldwide, including many of the most recognized hotels in the world, ReviewPro is the leader in online reputation and social media management.

RJ Friedlander says: “In today’s competitive environment, a hotel’s ability to maximize average daily rate and occupancy is directly related to its online reputation. The Global Review Index™ Top Hotel Rankings draw on the largest universe of review data available, enabling independent hotels and large chains to benchmark their online presence and to profit from the social web.”

About the Global Review Index™ Top Hotel Rankings
Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.

About ReviewPro
ReviewPro is the leading international provider of online reputation and social media management solutions to the hotel industry. We aggregate hundreds of millions of social media mentions, in over 20 languages, from hundreds of the most relevant Online Travel Agencies (OTAs), review websites and social media platforms. ReviewPro provides the analysis, customer intelligence, competitive benchmarking and automated reporting needed to help hoteliers more effectively manage across their organizations. Thousands of hotels in more than 70 countries, including some of the most recognized hotel brands in the world, rely on ReviewPro to better understand and improve guest satisfaction and to profit from the social web. Clients include Alila Hotels & Resorts, the Beverly Hills Hotel, the Cavendish London, Citizen M Hotels, Concorde Hotels & Resorts, Corinthia Hotels, Epoque Hotels, Hotel Bel-Air, 1895 Historic Hotels, Hotusa Hotels, Iberostar Hotels & Resorts, Louvre Hotels Group, Melià Hotels International, Millennium Hotels & Resorts, Occidental Hotels & Resorts, the Red Carnation Hotel Collection, the Roger Smith Hotel and Swiss-Belhotel International.

Visit http://www.reviewpro.com for more information.

Contact
press@reviewpro.com
+34 93 452 0069
http://www.reviewpro.com

Below you will find FAQ about the Global Review Index™ Top Hotel Rankings. Please do not hesitate to contact us if you have a question.

Global Review Index™ Top Hotel Rankings FAQ

Who is ReviewPro?

ReviewPro is the leading international provider of online reputation and social media management solutions to the hotel industry. We aggregate hundreds of millions of social media mentions, in over 20 languages, from hundreds of the most relevant Online Travel Agencies (OTAs), review websites and social media platforms.  ReviewPro provides the analysis, business intelligence, competitive benchmarking and automated reporting needed to help hoteliers more effectively manage across their organizations. Thousands of hotels in more than 70 countries, including some of the most recognized hotel brands in the world, rely on ReviewPro to better understand and improve guest satisfaction and to profit from the social web.

What are Global Review Index™ Top Hotel Rankings?

Global Review Index™ Top Hotel Rankings are independent, industry-focused hotel rankings based upon guest reviews from the most relevant Online Travel Agencies (OTAs) and review sites in the world.  The top 10 rated hotels in each city are ranked in terms of online guest satisfaction.

What makes these city rankings different to other rankings?

The rankings are unique because they are based on the largest universe of user review data available. They are calculated using a proprietary algorithm developed by ReviewPro in conjunction with industry experts and advisors from leading graduate programs in hospitality management and client feedback. ReviewPro was the first online reputation solution provider to develop an industry benchmark that recognizes top performers in the area of online guest satisfaction.

What is the focus of the Global Review Index ™ Top Hotel Rankings?

The rankings are designed to share market insights for professionals in the hospitality and travel industry. The hotel sector finally has a definitive means of measuring itself in terms of online guest satisfaction.

Is this the first time ReviewPro has published rankings?

No. We initially piloted online guest satisfaction rankings in 2011. The response from individual hotels, chains and industry experts was overwhelmingly positive. We are very excited to extend the rankings to more leading cities around the world.

Why is ReviewPro publishing these rankings?

There is a clear link between online guest satisfaction and efficient hotel management. We felt there was a void in the market, and wanted to offer the hotel industry this resource.

What is the Global Review Index™?

The Global Review Index™ (GRI) is  a general online reputation score for an individual hotel, group of hotels or chain. Based on data taken from all major online travel agencies and review sites, it can be calculated for a given period in time (day, week, month, year, etc.).

How is the Global Review Index™ calculated?

Most review sites require the consumer to give a general evaluation of their experience. This quantitative assessment is normally based on a rating between 0-5 or 0-10, but varies by review site. The Global Review Index™ is calculated on a daily basis for each hotel by analyzing the quantitative scores associated with reviews posted.

How neutral are Global Review Index™ Top Hotel Rankings?

These rankings are 100%  neutral and are based on the largest sample of review data available in the world.

What are Global Review Index™ Top Hotel Rankings based on?

ReviewPro analyses online reviews for the total number of 3, 4 and 5 star hotels in each selected city. The GRI for each hotel is then calculated and each hotel in the given city is then ranked according to its GRI score.

What time period does a hotel’s ranking take into account?

For a given month, the GRI scores reflect the rolling average for that hotel during the previous 12 months.

So is it possible that a hotel’s ranking might change over time?

A hotel’s GRI reflects the guest satisfaction reviews it receives on OTAs and review sites. As reviews change over a given period of time, a hotel’s GRI will be affected, and therefore its ranking will go up or down.

How many hotels are taken into consideration in each city?

This varies by city, but we include all 3, 4 and 5 star hotels in the given city.

How does ReviewPro choose the cities for these rankings?

We have focused on top destinations around the world.

Isn’t it likely that the more luxury 5 star hotels will fare better in guest reviews than others with 4 stars or less.

No, not necessarily.  Guests review hotels in terms of their level of satisfaction. Guests staying at a 5 star hotel will have higher expectations and if they are not met, satisfaction will be affected. Reviews are a reflection of how each hotel lives up to these expectations and delivers against them.

My hotel is in the top ten rankings on a leading review site, but does not appear in your Top Hotel Rankings. Why not?

The Global Review Index™ Top Hotel Rankings analyze and aggregate data from a huge number of different OTAs and review sites to produce the GRI for each hotel. This means that they are based on considerably more data and therefore might be different to rankings published by an individual review site or OTA.

What can a hotel do to improve its ranking?

The GRI score for an individual hotel is an index of guest satisfaction, which clearly changes (for better or worse) over time.  So a hotel’s index will fluctuate depending on how it meets its guests’ expectations. Hotels can take advantage of online feedback to identify areas of weakness, investigate complaints and take actions to increase satisfaction and positive reviews. We believe that online reputation management is a key tool in understanding customers, improving operations, increasing guest satisfaction and driving revenue. For articles, case studies, guides and client webinars on these topics, please visit our blog.

Are the rankings free to view?

At this time ReviewPro intends to make this data available to all interested parties free of charge.

The Global Review Index™ Top Hotel Rankings for Chicago are in. Below you will find a list of the top ten hotels in Chicago, according to client feedback online.

Global Review Index™ Top Hotel Rankings aggregate guest reviews from the world’s leading review sites and online travel agencies into a single index, making them an industry-standard benchmark for online guest satisfaction.

Table: The Top 10 Hotels in Chicago in May 2012

See our City Overview for hotel rankings in other cities.

We will be publishing Global Review Index™ Top Hotel Rankings for more cities across the world over the next few months, so check back to see which hotels make it into the top ten.

About the Global Review Index™ Top Hotel Rankings

Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.

The Global Review Index™ Top Hotel Rankings for Orlando are in. Below you will find a list of the top ten hotels in Orlando, according to client feedback online.

Global Review Index™ Top Hotel Rankings aggregate guest reviews from the world’s leading review sites and online travel agencies into a single index, making them an industry-standard benchmark for online guest satisfaction.

Table: The Top 10 Hotels in Orlando in May 2012

See our City Overview for hotel rankings in other cities.

We will be publishing Global Review Index™ Top Hotel Rankings for more cities across the world over the next few months, so check back to see which hotels make it into the top ten.

About the Global Review Index™ Top Hotel Rankings

Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.

The Global Review Index™ Top Hotel Rankings for Los Angeles are in. Below you will find a list of the top ten hotels in Los Angeles, according to client feedback online.

Global Review Index™ Top Hotel Rankings aggregate guest reviews from the world’s leading review sites and online travel agencies into a single index, making them an industry-standard benchmark for online guest satisfaction.

Table: The Top 10 Hotels in Los Angeles in May 2012

See our City Overview for hotel rankings in other cities.

We will be publishing Global Review Index™ Top Hotel Rankings for more cities across the world over the next few months, so check back to see which hotels make it into the top ten.

About the Global Review Index™ Top Hotel Rankings

Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.

The Global Review Index™ Top Hotel Rankings for Houston are in. Below you will find a list of the top ten hotels in Houston, according to client feedback online.

Global Review Index™ Top Hotel Rankings aggregate guest reviews from the world’s leading review sites and online travel agencies into a single index, making them an industry-standard benchmark for online guest satisfaction.

Table: The Top 10 Hotels in Houston in May 2012

See our City Overview for hotel rankings in other cities.

We will be publishing Global Review Index™ Top Hotel Rankings for more cities across the world over the next few months, so check back to see which hotels make it into the top ten.

About the Global Review Index™ Top Hotel Rankings

Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.

The Global Review Index™ Top Hotel Rankings for Washington are in. Below you will find a list of the top ten hotels in Washington, according to client feedback online.

Global Review Index™ Top Hotel Rankings aggregate guest reviews from the world’s leading review sites and online travel agencies into a single index, making them an industry-standard benchmark for online guest satisfaction.

Table: The Top 10 Hotels in Washington DC in May 2012

See our City Overview for hotel rankings in other cities.

We will be publishing Global Review Index™ Top Hotel Rankings for more cities across the world over the next few months, so check back to see which hotels make it into the top ten.

About the Global Review Index™ Top Hotel Rankings

Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.

The Global Review Index™ Top Hotel Rankings for San Francisco are in. Below you will find a list of the top ten hotels in San Francisco, according to client feedback online.

Global Review Index™ Top Hotel Rankings aggregate guest reviews from the world’s leading review sites and online travel agencies into a single index, making them an industry-standard benchmark for online guest satisfaction.

Table: The Top 10 Hotels in San Francisco in May 2012

See our City Overview for hotel rankings in other cities.

We will be publishing Global Review Index™ Top Hotel Rankings for more cities across the world over the next few months, so check back to see which hotels make it into the top ten.

About the Global Review Index™ Top Hotel Rankings

Originally piloted in 2011, these B2B rankings are calculated based on guest reviews from more than one hundred of the most relevant review sites and online travel agencies (OTA) and evaluate reviews for 3, 4 and 5 star hotels over the course of a 12-month period. The ranking are based on the Global Review Index™ (GRI), a proprietary algorithm developed by ReviewPro in conjunction with leading hotel industry experts. It enables hotels to know their current quality score, track their performance over time and compare their online reputation to their competitors or to other hotels within their chain with a single index. Currently, the Global Review Index™ is being used both as a key internal metric and to establish online reputation objectives for thousands of hotels around the world. Please see our FAQ for more information.