The Millennium Hotel Abu Dhabi is a five-star business lifestyle hotel situated along the famous Corniche stretch. With breathtaking views of the Capital Gardens and the Arabian Gulf's sparkling turquoise waters, Millennium Abu Dhabi is just feet from Abu Dhabi's main business district and very close to the Abu Dhabi Mall and Marina Mall shopping centres.
Over the last few years, online review sites were becoming more and more important to the hotel. To try to get a grasp on what guests loved about their stay and what changes they would like to see, staff would routinely scour the internet for reviews and mentions. The process was time consuming and not comprehensive enough to provide them with confidence in their knowledge of the true guest experience.
When colleagues from another hotel using Revinate recommended that they look into using it as well, Jan Gutzmann, Executive Assistant Manager was intrigued. He says, “When I heard about Revinate for the first time, I realized how much more effective our review program could be,” Jan said. “Having an automated solution that would not only gather but also analyze all our online reviews and social media was exciting to me. As we were spending a fair amount of time on it already, I welcomed a solution that would make the process more effective.”
Jan reached out to Revinate as well as other online reputation management vendors to discuss service. He wanted to ensure that he selected the right solution for the hotel. After demoing the solutions and speaking with other hotels, he decided to purchase service from Revinate. He says, “Ironically, we chose Revinate because it has the best reputation in the market. Other hotels using Revinate rave about the software as well as the service and attention they receive. In addition, Revinate just provides the best value for the cost.”
Since signing up for service, management at the hotel feels that they have already gotten their money’s worth from the solution. They log into Revinate daily to stay on top of the hotel’s reputation and take note of any issues that arise in reviews. Jan notes, “With daily alerts, Revinate ensures that we’re always on top of what is being said about the hotel. This attention to feedback means that we can quickly and effectively rectify any issue that has been reported, which means that we can improve our operations in real time.”
The close attention to reviews also provides the opportunity for management to recognize the contribution of employees to guest satisfaction. Jan says, “Team members mentioned by name or title in reviews are publicly announced during general meetings. Now staff goes the extra mile to make a difference knowing that guests write about extraordinary experiences at the hotel.”
As a result of the The Millennium Hotel Abu Dhabi’s focus on reviews over the last year, its TripAdvisor Popularity Index score has risen from 18 in June ’11 to 13 in June ’12 and it has consistently outperformed its comp-set in terms of average review rating. When asked if the hotel made the right choice going with Revinate, Jan responded, “Absolutely. I couldn’t be happier.”