Marriott Partnership - Responding to Online Guest Reviews & Surveys
WHO WE ARE
We are the review response agency of record for Marriott BMD Field Marketing. Our team has been working with Marriott for several years and provides authentic and unique responses to negative and positive reviews in the appropriate brand voice on behalf of Marriott hotels globally.
WHAT WE DO
We monitor and respond to all respondable third-party travel site reviews as well as Marriott Verified reviews (MVR) and alert-generating Guest Satisfaction Surveys (GSS) feeding into Marriott guestVoice system within 48 hours with an authentic and engaging voice.
MONITOR & RESPOND TO GUEST REVIEWS & SURVEYS
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Monitor and respond to OTA & Third-Party respondable reviews within 24-48 hours (TripAdvisor, Google My Business Reviews, Booking.com, Expedia.com, Hotels.com, Travelocity, Orbitz, Facebook Recommendations, Yelp)
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Alert your staff to reviews that require input/action: (financial, security, liability, bed bugs, questionable items)
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Respond to Marriott Verified Reviews (MVR) and Red Zone Guest Satisfaction Surveys (GSS) rated 1-6 Intent to Recommend by due date
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Close Brand generated Alerts before expiration (guestVoice)
SHOWCASE YOUR STORY ON SOCIAL MEDIA
A strong social media presence increases your digital exposure, showcases your brand, and creates a community while building brand loyalty.
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Partner with you to create a social media strategy that supports your marketing objectives.
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Create monthly calendars, post to your Facebook and Instagram pages, and engage with your followers.
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Conduct daily maintenance of your social media channels and manage messages from your current or future guests.
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Provide monthly performance analytics and implement key learnings going forward.
CUSTOM PACKAGES – ONE SIZE DOES NOT FIT ALL
We understand that each hotel is different, so we offer our services based on your needs and budget. We do this by partnering with you to understand and meet your specific needs keeping Marriott requirements in mind.
Join other Marriott® hotels, and let us help you increase brand loyalty, drive more positive reviews, and boost your online reputation.
iResponze® partners with hotels to engage social butterflies and influence decision makers online. This collaboration allows hotel staff to focus on what they do best – deliver exceptional guest experiences.
iResponze® services include responding within 24-48 hours to all guest reviews on respondable third-party travel review sites such as
TripAdvisor
Booking.com
Expedia Partner Central
Google My Business Reviews
Facebook Recommendations
Yelp
as well as Marriott Verified reviews (MVR) and alert-generating Guest Satisfaction Surveys (GSS) feeding into the Marriott guestVoice system.
CONTACT
JILL ELLIS
Global Client Success Director
jellis@iResponze.com
Office: 864-982-4888
Cell: 864-434-0482
We're not usually ones to brag, BUT...since you asked...
"My experience with iResponze has been great! I understand the importance of responding to TripAdvisor and other social media reviews, but it can be a time-consuming and sometimes delicate situation. At first I was uneasy about how those delicate situations would be handled without my direct input. iResponze has done a great job answering even the most difficult reviews, and in the same tone of voice I would use. I totally trust the iResponze team to handle my social media interactions which allows me more time to focus on other areas of my business and peace of mind knowing that I am covered on the social media front."
General Manager
200+ room Marriott full-service hotel
"iResponze is not just a vendor, they are a partner. Their professionalism is unmatched and their services beat our expectations every single time."
Corporate Manager of Training
Major Hospitality Management Company
"We consider iResponze an extension of our eCommerce team, assisting us with our online reputation managment. Our hotel staff ensures a great experience for our guests, and the iResponze team of hospitality industry experts extends this incredible experience online."