UrbanStay Hotels had excellent service offline but suffered from negative online perception. Old reviews, inconsistent ratings, and lack of responses to customer feedback made potential guests hesitate to book. Their challenges included:

• Average rating of 3.2 stars on Google and TripAdvisor.

• Several negative reviews were prominently ranking in search results.

• No review response strategy, leaving customers unheard.

• Competitors appeared more trustworthy online, even with similar service quality.

They approached us to revive their reputation and ensure their online presence reflected the real guest experience.

Our Approach & Strategy

We created a multi-step Reputation Management plan focusing on transparency, engagement, and credibility.

1. Audit & Monitoring

• Conducted a full audit of reviews, mentions, and social conversations.

• Set up social listening tools to monitor brand mentions in real time.

• Identified recurring complaints (e.g., late check-in, Wi-Fi issues) and shared insights with operations.

2. Review Improvement & Engagement

• Implemented a review generation strategy: automated post-stay emails encouraging satisfied guests to leave reviews.

• Responded to 100% of reviews (positive & negative) with empathy and professionalism.

• Created templates and tone guides for the hotel’s internal team to maintain consistency.

3. Content & Brand Authority

• Published positive guest stories and testimonials across blogs and social channels.

• Pushed SEO-optimized positive content to outrank old negative press.

• Encouraged user-generated content from happy guests using branded hashtags.

Results & Impact (6 Months)

• Google rating improved from 3.2 → 4.5 stars.

• Generated 1,800+ new positive reviews across platforms.

• Negative search results pushed down by 2–3 pages, replaced with positive PR articles.

• Booking conversions increased by 38% due to improved trust signals.

• Significantly reduced customer complaints by 23% thanks to operational feedback loop.

Client Testimonial

“Our online reputation finally reflects the real UrbanStay experience. Guests trust us more, bookings are up, and our brand credibility has never been stronger.”
— General Manager, UrbanStay Hotels

Highlight Moment

A guest Instagram reel showcasing their stay went viral, gaining 250K+ views, and was leveraged as part of the ORM strategy — further boosting positive brand sentiment.