Marriott Partnership - Responding to Online Guest Reviews
WHO WE ARE
We are the chosen responding service provider for Marriott International. 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 (MVRs), Starwood Preferred Guest reviews (SPG) and alert-generating Guest Satisfaction Surveys (GSS) feeding into Marriott guestVoice system within 48 hours with an authentic and engaging voice.
- Third-party Travel review sites; TripAdvisor, Expedia Partner Central, Booking, Google My Business, Facebook, YELP plus more
- Suppress false/scam reviews & protect your online reputation
- Write and post responses to all reviews on respondable third-party reviews sites within 48 hours that are customized for each review
- Alert the Hotel team of comments that are alarming “red zone” reviews i.e. bed bugs, security, financial, etc.
- Close TripAdvisor & other third-party Alerts in guestVoice within 48 hours
- Respond to all MVR/SPG reviews and close any alerts within 48 hours
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. Plus, we give you the option to choose among the OTA, Third-party sites and Social Media channels that you would like us to monitor and engage with your guests on your behalf.
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
Expedia Partner Central
as well as Marriott Verified reviews ( MVRs) and alert-generating Guest Satisfaction Surveys ( GSS) feeding into the Marriott guestVoice system.
If you are interested in these services, please contact us directly for more information and obtain your personalized Marriott Preferred Provider Pricing.
Online Reputation Directly Affects Pricing Power, Occupancy & RevPAR
If a hotel increases its review scores by 1 point on a 5-point scale (e.g., from 3.3 to 4.3), the hotel can increase its price by 11.2 percent and still maintain the same occupancy or market share.
A 1 point increase in a hotel’s Global Review Index™ can lead to an increase of up to 1.42% in RevPAR.
+0.54% in Occupancy**
+0.89% in ADR**
+1.42% in RevPar**
**Source: Cornell University, School of Hotel Administration, November 2012
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."
Area General Manager, Greenville Marriott
"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, Duke Hospitality
"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."