The Westin Paris VendômeAlena ChikalevaAgnès Lerévérend

Our four review sources are :

•TripAdivsor.com•Booking.com•Travel Post.com•Expedia.com

Example of TripAdvisor reviews:

Positive review A negative review

Example of Expedia reviews:

One positive, one neutral and one negative reviews.

Example of Travel Post reviews:

One positive and one negative reviews.

Example of Booking.com reviews:

One positive and one negative reviews.

What impression on guests do the review create?

On these four review sources, there are more positive reviews than negatives, that ‘s why the guests who review it have easier a positive impression on the hotel.

Even there are some clients who had some problems during their stays in this hotel, you can see that the image of the Westin Paris Vendôme is very positive.

• How you would use the review comments for customer engagement :

The manager should control everey review sources, in order to respond at any negative reviews, and to thank clients when it is a positive review.

When a guest made a positive review, it is important to communicate with this client in order to have a good contact with him, and to develop his loyalty.

When a guest made a negative review, it is primordial to communicate with this client in order to apologize for the inconvenience that he had during his stay, and to modify the negative image that this client have about us.

•How you would capitalize on positive impression :

When we have a positive impression, we need share more information with this client, to explain him our actuality and actions.

It is important to communicate with him, in order to show him that his opinion is very important for us.

•How you would correct negative impression of the hotel:When we have a negative impression, it is important to respond immediately to the client on the same website where he left his review.

In our response, it is important to apologize and to explain him what happened and why. Finally, it is primordial to explain him our futur actions in order to respond and to correct at his negative impression.