Croc's Resort & Casino

Hotel Receives 334% More Reviews than the Competition

Travel Media Group has helped Croc’s Resort & Casino make quick improvements to their online reputation in the past three months alone. Using strategic reputation solutions to influence positive traveler feedback and provide insightful review responses, Croc’s Resort & Casino has seen dramatic results, including: a 2-Spot TripAdvisor city rank increase in just 20 days, and a 131% increase in Google reviews.

The Challenge

Croc’s Resort & Casino is a full-service resort located in beautiful Jaco, Costa Rica. The luxury beachfront property offers amenities including three restaurants, the Cararra Spa & Wellness Center, a 5-star pool and a Las Vegas-style casino. While Croc’s Resort & Casino offers an exceptional experience for travelers to Costa Rica, the resort is located in a competitive beachfront market. With 81% of travelers typically referencing TripAdvisor when deciding where to stay, Croc’s Resort & Casino understood the importance of beating the competition and hoped to increase their city rank of 7/45 hotels in Jaco.

The Solution

By beginning a reputation management program with Travel Media Group, the hotel was able to earn more positive reviews online and leverage guest feedback to improve guest experiences at the hotel. Using a combination of tactics including Reputation Tracking, Reputation Influence and Respond & Resolve, Croc’s saw immediate improvement. After submitting an average 33 guest emails daily to the Influence dashboard, the hotel saw impressive results on Google (131% more reviews) and TripAdvisor (86% more reviews). Plus, in a period of 30 days, Croc’s Resort & Casino received 334% more reviews than their top 3 competitors combined!

Through our Reputation Influence solution, Croc’s Resort & Casino received 334% more reviews than their top 3 competitors combined.

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Increase in TripAdvisor Reviews

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Increase in Google Reviews

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Increase in TripAdvisor Score

Positive Review Referrals

Strategic Approach to Reputation

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Tracking Dashboard

Croc’s Resort & Casino can view all data from TripAdvisor, Google, OTAs and more for the property and their top 5 competitors. This enables them to understand their position in the marketplace in real time.

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Reputation Influence Program

The Influence program engages guests post-stay and encourages positive reviews online. By collecting negative feedback on internal surveys, the hotel can connect with disappointed guests directly and provide elevated customer service.

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Respond & Resolve

Prior to partnering with Travel Media Group, Croc’s Resort & Casino responded to about 10% of their online reviews. Now, our reputation experts craft approved responses to 100% of their online hotel reviews.