With a 35 per cent surge in the number of travellers giving online feedback, when compared with 2012, according to ReviewPro, the leading consumer intelligence tool for hotels, it’s important for luxury hotel brands to maintain their online reputations.
The 2014 Top Luxury Hotel & Brand Report, which was released earlier this year, focuses on the importance of online reviews and how people perceive luxury hospitality brands, with regards to service, value, location and cleanliness. Approximately 839, 593 online guest reviews from last year were analysed, covering 1,692 properties and 84 brands worldwide.
The most popular hotels based on positive customer reviews are: Oberoi Hotels & Resorts, Four Seasons Hotels and Resorts and Orient Express Hotel, the report reveals.
“The Oberoi, Dubai opened in June 2013 and we are now well established as one of the leading five-star hotels in Dubai. Within our first years of opening, we were proud to receive numerous prestigious accolades including ‘Best New Business Hotel’ at the Business Traveller Awards 2014, the ‘Middle East’s Leading Luxury City hotel’ at the World Travel Awards 2014 and achieving a top ranking on social media reviews,” explains Karim Bizid, general manager of The Oberoi, Dubai, to luxurymena.com, sister publication of Aficionado.
“Luxury hotels and brands worldwide compete to deliver superior guest experiences; the insight provided by our Global Review Index™ score and social media analytics is vital to their success,” states RJ Friedlander, CEO of ReviewPro, in the report.
With 82 per cent of online guest reviews classified as positive, 12.7 per cent as neutral and 5.3 per cent focusing on negative experiences, online reputation management is vital to maintain brand identity.
First published on LuxuryMena.com