Hotel SKT PETRI Copenhagen

Hotel 5*City Center

Danish Design hotelGroupe First

Comments on TripadvisorGood Comments

Terrific comments

Comments on Travelpost

Good Comments

Comments on Hotels.com

Dislike the hotel

Like the hotel

Comments on Booking.com

Analisys Most important Points view on comments:

+ Well situated+ Comfortable+ Well secured - Not design for a design hotels members- Noisy- Expensive

Whats impression on guests do the review create?

Comments give to the guests an impression about the service given in a hotel. They can influence the choice of future customers and are able to give to the hotels more revenues.

Comments are opportunities for them to express their selves and give their opinions.

Even if guests have a first idea of a hotel, comments will permit to change their mind.

Create a plan – detailUsing the review comment for customer engagement?

Having a good or bad comment is always a good thing. If a guest has a bad remember of a hotel, this hotel has to understand why and above all answer to the guest to change their opinion and to show that he is concerned. It is a way to make the customer loyal by promise to him a better experience.

How capitalize on positive impression?

Positive impression would attract new guests and also loyal guests. What we need to do is to continue to improve where we are good in order to get the best service.

Post on site of the group to show the way of thinking of the hotel and prove that people are happy about out service.

Show to employees that they made nice work and they need to continue on this way.

How correct negative impression in the hotel?

By answering systematically to the guest who wrote the negative review, by personalizing the

Comment. It is important to not forget that guests who live the hotel with a bad feeling will create automatically a reputation that do not often reflect the service in general, that’s why we have to take care of all the negative comments.