Case Study: Beachcomber French Riviera

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The Beachcomber French Riviera hotel started working with TrustYou in September 2016, based on the partnership between TrustYou and FASTBOOKING.

FASTBOOKING seamlessly connects with the TrustYou platform, to help hoteliers influence all the stages of the guest journey and boost their online reputation. Through FASTBOOKING, hoteliers are given free access to a Lite version of the TrustYou survey tool, which enables them to customize a guest survey and directly collect valuable post-stay feedback.

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As part of the Beachcomber Hotels & Resorts, a group of 9 hotels in the Mauritius and France, Beachcomber French Riviera is constantly focusing on collecting guest feedback, in order to improve the guest experience and the hotel’s overall reputation and scores. To achieve these goals, the hotel has been relying on the Lite version of the TrustYou guest survey solution in the last year and ever since, considerable improvements have been noted in certain key areas.

 

Key Areas Of Improvement

The following areas and KPIs have seen massive enhancements since the hotel started using the TrustYou Stars Lite to collect guest feedback:

Reviews

  • Before using TrustYou Stars Lite, Beachcomber French Riviera had total of 256 reviews, considering all sources – including OTAs, social media and travel sites. This number has increased by 169.53%, to an impressive 690 within one year after implementing the post-stay survey.
  • In the course of only one year after activation, TrustYou survey gathered 130 guest reviews, which represent 19% of the total number of reviews.
  • Prior to using the survey tool, Beachcomber French Riviera had only 6 reviews pushed to Google. After the TrustYou survey was implemented, the number of Google reviews grew to 121, which translates into a remarkable 1916% enhancement.

Survey scores impact on TrustScore

  • The overall score increased by 4.22%, from 81.45 to 84.89, due to the usage of TrustYou Stars Lite.

 

Survey Management with TrustYou

After only one year of using TrustYou Stars Lite, Beachcomber French Riviera has reported remarkable improvements in their overall score and also, the number of reviews. Receiving and displaying a large number of guest reviews, especially on Google, enables hotels to get a higher level of online visibility, which can generate more bookings and ultimately result in more revenue. Hotel representatives will continue to base their feedback management strategy around TrustYou Stars Lite, in order to collect even more authorized guest feedback and further improve their scores and reputation.

 

By using TrustYou Stars Lite, we have significantly boosted our scores “ and the number of reviews that we get from our guests. I firmly believe that travelers appreciate our interest in their experience and feedback and they are willing to communicate and help us constantly improve. It’s great having such an easy and customizable mean of asking for feedback because it makes operations so much easier for us, the hotel staff and it also improves our overall performance and reputation among guests.

Caroline Canavero, Commercial and Marketing Director Beachcomber French Riviera

Published on: January 30, 2018
Author:
FASTBOOKING’s e-commerce solutions will help your hotel increase profit through a direct sales strategy.

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