Reputation Scorecard

Melisande NoelMickael Dubourg

Mba 2b

The Reputation Scorecard is a new service for the hospitality industry, which tracks the performance of a hotel in terms of customer satisfaction, from the Global Review Index ™ (GRI), a global score of the online reputation that takes the Notes opinions lines obtained in over 100 sites of travel agencies and reviews in the world.

What is Reputation Scorecard?

How does it compare to Trip Advisor Certificate of Excellence?

Reputation Scorecard help hotels to manage their online reputation, such as Tripadvisor.They both require the consumer to provide a general evaluation of their experience. 

The Trip Advisor Certificate of Excellence select accommodations, attractions and restaurants that constantly demonstrate a commitment to hospitality excellence. But to provide an overall analysis of a place, Trip Advisor will use only its own feedbacks about a hotel unlike Reputation Scorecard will rely on the whole feedback they will get, coming from different hospitality and booking websites such as Booking.com.

To our topinion, Trip Advisor is more linked and connected to trends of customers as it is a more popular and renowned website. Due to its popularity trip advisor is the more important. 

Even if Reputation Scorecard is an essential relevant tool for hotels that will offer them an overall analysis of their reputation, We consider that Trip Advisor more important than the Reputation Scorecard.

Which is more important to a hotel, why?

BARCELONAChoose a city :

W Barcelona : w-barcelona.com

Hotel Arts : hotelartsbarcelona.com

Mandarin Oriental : mandarinoriental.com/barcelona/

Hotel Majestic : hotelmajestic.es

Hotel Me : melia.com/barcelone

select 5 hotels

W Barcelona

The hotel uses its own Starwood Quality Score process, called Starwood Preferred Guest that is directly accessible from the home page of the hotel website. Grade of 4,4/5. Possibility to read the comments of previous guests.

Hotel Arts

There is nothing about Quality Score that is accessible from the home page of the hotel official website.

Mandarin Oriental

There is nothing about Quality Score that is accessible from the home page of the hotel official website.

There is nothing about Quality Score that is accessible from the home page of the hotel official website.They provide a press article about excellence.

Hotel Majestic

Hotel Me

The Me Hotel do not obtain the Trip advisor certificate of excellence.They also don’t provide other ranking type on their website

We choose to see in Booking.com if hotels W, Arts and Me if they respond to

guest reviews.

Check out an OTA for 3 of these hotels, do they respond to guest reviews

We have seen that the Website Booking.com do not offer the possibility to hotel to respond to guest comments. Either good or bad.

On Trip Advisor, hotels have the possibility to respond to guest comment. W Barcelona: The General Manager or the hotel

manager concerned respond to the guest. They do not forget to thanks them for their comment and take the time to fully explain their point of view.

Hotel Arts: The hotel manager, the number 2 of the hotel team respond to guest. They thanks the guest and contest zhat they ask.

Hotel Me: The guest relation manager respond to guest comment. They are able to answer guest requierment. But the message is standardized.

Check Trip Advisor for the same 3 hotels - what is the quality of their

responses to guest comments.