Hospitality Business Magazine

TripAdvisor success for Choice Hotels

choice hotelsChoice Hotels Australasia has announced that seven of its properties across New Zealand were awarded the 2015 TripAdvisor Certificate of Excellence award.

The CQ Quality Hotel Wellington, Quality Hotel Parnell, Quality Hotel Ambassador (Hamilton), Econo Lodge Cleveland (Rotorua), Comfort Inn Cascades (Taupo), Comfort Inn Academy (Tauranga) and Econo Lodge Napier each took away top honours at the annual 2015 TripAdvisor awards.

Known as the world’s largest travel site, the TripAdvisor award celebrates excellence in hospitality and is only given to establishments that consistently achieve high-ranking reviews on TripAdvisor.

Choice Hotels Australasia CEO, Trent Fraser, praised all of the award-winners. “There is no greater seal of approval then being recognised by our customers and these awards are a remarkable vote of confidence for our business and our continued commitment to exceed our guests’ expectations,” said Fraser.

The TripAdvisor awards success reflects Choice Hotels’ strong focus and commitment to customer service over the last 12 months. Part of this focus included the launch of a Reputation Management strategy which introduced Choice Hotels’ own verified reviews and ratings program as well as a revamp to the company’s guest insight survey.

Verified reviews and ratings allow guests who can confirm a stay at a Choice hotel, to leave a review and rating about their experience, which is then published on the Choice Hotels website. Guest insight surveys are sent to the guest after their stay to give both an overall and departmental rating of the property in areas such as staff service levels, housekeeping and check in/check out experience. The guest can then choose to also make this survey a formal review and rating and also have it published on the company’s websites.

These programs, coupled with the valuable information obtained from TripAdvisor, has given Choice Hotels’ franchisees valuable information to ensure they’re tailoring their offering to guests’ expectations accordingly.