Communicating Updates Through Review Response

In response to the COVID-19 pandemic, Beekman Tower implemented a brand new experience at their hotel: the “RESIDE Right” initiative. This initiative focused on heightened cleanliness, requiring additional training for their employees and investment around the property. As a result, the staff had less time to devote to review response – and with the industry’s recovery continuing to improve, they could rely on Travel Media Group to handle review response effortlessly.

Within TMG OneView®, Beekman Tower staff can quickly update review response guidelines, giving TMG’s professional writers a clear, consistent idea of current policies to ensure every response accurately assures each guest of the current and future plans for cleanliness initiatives.

Engaging Guests Using Social Media

New York City is known as the city that never sleeps for a reason. To compete effectively in such a fast-paced market, hotels like the Beekman Tower need to maintain a consistent social media presence. Taking time out of the day to make social media posts is not feasible for hotel owners and staff, so Travel Media Group’s Social Media solution was the clear choice to supplement that need.

With posts shared across 4 top social media platforms multiple times per week, Beekman Tower earns thousands of impressions and reach monthly. However, they need more than simple posts about their rooms or amenities. Travel Media Group’s savvy social media team helped them get creative, helping them develop the variety that social media demands, leading to boosted engagement.

Posts sharing activities in the area are popular for hotels in cities or near national parks, and Travel Media Group incorporated these into Beekman Tower’s posting schedule, as well. These posts helped Beekman Tower maintain a constant presence online, further inspiring guests to pick their property over competitors as they scroll through the article.

Vastly Improving Rank with Reputation Management

For many hotels in highly populated metropolitan areas, competing on review sites such as TripAdvisor may seem like a continually uphill battle. However, with Travel Media Group’s advanced reporting capabilities and comprehensive competitor tracking, Beekman Tower soared up 90 spots in their local rankings in New York City. TMG’s reputation management encourages happy guests to leave reviews online through a customizable post-stay email program. Using post-stay surveys, Beekman Tower could direct hundreds of satisfied guests to review sites to increase their review flow; this led to the hotel having 45% of the total market share of reviews. Additionally, surveys encourage customers who had negative experiences to reach out to the hotel directly, reducing the impact of negative reviews on their reputation.

All of Travel Media Group’s reputation management services can be accessed using TMG OneView®, the industry-leading platform that aggregates all of the hotel’s data into one easy-to-read dashboard.