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In August, 2010, Destination Hotels and Resorts took over the management of Paradise Point Resort & Spa in San Diego. At the time, the resort’s TripAdvisor Popularity Index was at 121, (out of 249 hotels) smack dab in the middle of its market and at the bottom of page four on TripAdvisor for San Diego hotels. Less than a year later, the hotel has gained 59 points and is ranked 62. Paradise Point Resort & Spa can now be found on page two of TripAdvisor’s San Diego listings and it continues to see gains.
Dana Flower is the Marketing Manager responsible for social media at the property. She attributes the hotel’s recent success on TripAdvisor to a hotel-wide effort to increase its ranking by focusing on creating an excellent guest experience, which in turn drives great reviews. Revinate plays a large role in tracking its success and enabling staff to act immediately to improve operations and engage with customers. Dana says, “The bottom line is that if you provide a spectacular service and guest experience, the rest will follow naturally. We’ve rallied our entire staff behind this effort by sharing great reviews via email and in staff meetings, announcing any and all changes in ranking, and setting monthly and yearly goals for our ranking, number of reviews, and ratings, which is really easy using Revinate. These activities create an atmosphere of excitement and importance, and keep the staff motivated to provide great service because they can see how their actions and quality of work are directly connected to our public reputation.”
When it comes to encouraging reviews, the property reaches out to guests both on and off property. The hotel staff is armed with personalized versions of the TripAdvisor card and when they come across guests who are clearly experiencing a great stay, they engage and encourage the guests to write reviews. In addition, when Dana receives a comment card that has high scores, she replies, thanks the guest and provides a link to share the feedback publicly on TripAdvisor. While the activity may be time consuming, Dana says, ”It’s definitely worth it in the end as many of the folks that I reach out to do post reviews.”
Dana also uses Revinate to monitor social media and the Web in general to find happy guests. She says, “If a guest posts great things about the property on Facebook, Twitter, or our blog, I privately contact him to thank him for the comments and provide a link so he can share his experiences on TripAdvisor.”
Dana believes that the property’s investment in its online reputation is paying off in many ways. In addition to providing a higher level of service on-property, she says, “I believe the money we invest in TripAdvisor Business Listings and “Check Rates” features is going much further due to our improved ranking and quality of reviews.”
The Paradise Point Resort & Spa offers the best spa services I experienced so far. I hope I can visit this place again.
Posted by: Marc Azada | October 24, 2011 at 03:08 AM
It is nice to learn that Revinate helps the paradise point resort spa to monitor social media and the Web in general so that they could find happy guests. I agree with Dana when she said that if they provide a good service and guest experience, the rest will follow naturally. I hope that the paradise point resort spa will continue to satisfy their clients' needs and interests.
Posted by: MDR513H | September 21, 2011 at 06:39 AM
Sound like a paradise!!!
thanks so much for the info!
Posted by: ספא | August 10, 2011 at 12:26 AM