with his laptop on his lap, scouring online review sites, OTAs, and the. Web for mentions of his property,. Candlewood S
Success Story Candlewood Suites Fayetteville, NC
Adam Collier has always been a big believer in the power of online reputation management. Long before Newport Hospitality purchased Revinate across the portfolio, Adam was spending his evenings at home, with his laptop on his lap, scouring online review sites, OTAs, and the Web for mentions of his property, Candlewood Suites, Fayetteville. The process was time consuming but critical to the General Manager who knows that it’s part of his job to know, on any given day, where the hotel stands in the eyes of his guests. When Adam began using Revinate, he was able to learn even more about his standing in the market. He says, “Once I got into Revinate I was able to learn a lot about the hotels in my area. By reading their reviews and review responses, I was quickly able to see competitive angles. And of course, Revinate’s competitive reports visually show me how we
are doing across numerous metrics, which is really helpful for quick gut checks and for reporting. Most importantly, Revinate is incredibly user-friendly and a pleasure to use, so I’m in there multiple times a day.” Adam uses Revinate’s Sentiment Analysis to understand what guests
“Once I got into Revinate I was able to learn a lot about the hotels in my area. By reading their reviews and review responses, I was quickly able to see competitive angles. And of course, Revinate’s competitive reports visually show me how we are doing across numerous metrics, which is really helpful for quick gut checks and for reporting. Most importantly, Revinate is incredibly user-friendly and a pleasure to use, so I’m in there multiple times a day.” Adam Collier General Manager
love at the property and where they might need to focus more time and attention. Some issues, like location, he can’t solve. But he has found that by publicly responding to 100% of reviews, he can show prospective customers that he actively listens for feedback and appreciates it. When feedback is positive, staff is rewarded. If a staff member is mentioned by name, he/she gets a bonus, which encourages everyone on staff to try to make a difference in a guest’s stay. And, of course, when the hotel does receive criticism, the hotel learns more about guests’ expectations and how to improve. Feedback from reviews and Revinate reports are shared in weekly meetings and reviews are often printed and posted in the back office. Adam also uses the social media features in Revinate to stay top of mind with his guests. He shares useful information about the area with the hotel’s Facebook followers. He says, “Facebook is a great place to
For more information or to schedule a demo, email us at
[email protected] or visit Revinate.com
Success Story
Candlewood Suites consistently beats the competition on TripAdvisor’s Popularity Index
update guests and prospects about special events and what’s happening in the community. It’s yet another way to show the community that we’re about more than a booking. We are about a great guest experience.” To Adam, the data he gets from Revinate is critical to his success. He says, “I’m an overachiever and I like to use data to beat the competition. Revinate not only saves me time, but allows me to do my job better and smarter. I can’t imagine ever going back to the days before Revinate.”
“Facebook is a great place to update guests and prospects about special events and what’s happening in the community. It’s yet another way to show the community that we’re about more than a booking. We are about a great guest experience.” Adam Collier General Manager
About Revinate Revinate helps hotels and restaurants compete with a user-friendly software solution for managing and tracking reviews and media mentions on OTAs, review sites, and social networks. Developed exclusively for the hospitality industry, Revinate allows hotels and restaurants to turn online guest feedback into actionable plans to quickly respond to competition and market demands, increase customer satisfaction and drive revenue. Revinate is based in San Francisco and has over 15,000 hotel and restaurant clients worldwide. To learn more, visit revinate.com.
For more information or to schedule a demo, email us at
[email protected] or visit Revinate.com
