Revinate Success Story: Delta Hotels and Resorts

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For many brands and hospitality companies, rolling out new technology across multiple properties can be a daunting project. But when Canada-based hotel chain Delta Hotels and Resorts made the decision to get serious about its online reputation, Revinate assured the team that implementation would be quick and painless. And now, less than a month after roll-out to 46 properties, Delta is singing Revinate’s praises.

Delta began looking for an online reputation management solution at the end of 2010 with the growing impact of TripAdvisor and other online channels on bookings. The corporate team began to investigate solutions that would make managing reviews and social media less time-consuming. Lisa Ballum was the marketing manager tasked with finding a solution. She says, “We looked at three or four software solutions but when I saw Revinate, I said, ‘This is it!’. It was clearly designed for hotels, which is important to us. In addition, it was easy to use, intuitive, and had all the features we needed.”

Ricardo Nicholas, Director of Brand Performance, wanted to make sure that the rollout would not impact daily operations or throw a wrench into an already busy hotelier’s day. When the sales director at Revinate assured him that he would have all the properties trained and using Revinate in a few weeks, he was skeptical. He says, “Coordinating a rollout of new technology across 46 properties can be tricky but Revinate made good on its promise of a quick and easy rollout. While we worked on the communications plan and a manual for the hotels that included brand guidelines, expectations and product instructions, Revinate scheduled multiple training sessions to accommodate about 350 employees. Since the software service is so easy to use, that’s really all it took. We were up and running about three weeks later.”
 
Just a month after roll-out, the feedback from the field has been very positive. Hotel employees report that Revinate is really easy to use and is providing them with valuable data and intelligence that they have never had access to before. Corporate users are able to track the portfolio’s progress in social media, access all reviews for all properties in a single place, and see the performance of the different properties across all key metrics.

Lisa and Ricardo are quick to add that they have been incredibly impressed with the quality of support they receive from Revinate. Lisa says, “From sales, to training, to customer support, everyone that we come across at Revinate is eager to please and delightful to work with. We are looking forward to a long and happy partnership.”

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