Marriott Partnership - Responding to Online Guest Reviews
WHO WE ARE
We are the review response agency of record for Digital Services by Marriott. 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.
Monitor Review Channels (guestVoice, TripAdvisor, Google My Business Reviews, Booking.com, Expedia.com, Hotels.com, Travelocity, Orbitz, Facebook Reviews, Yelp)
- Alert your staff to reviews that require input/action: (financial, security, liability, bed bugs, questionable items)
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 Reviews, Yelp)
- Respond to MVR or SPG Reviews and Red Zone Guest Surveys rated 1-6 Intent to Recommend by due date
- Close brand generated Alerts before expiration (guestVoice)
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 ignite word-of-mouth marketing.
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
Google My Business Reviews
as well as Marriott Verified reviews ( MVRs), Starwood Preferred Guest reviews (SPG) 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."