Ace Hotel Shoreditch
243 ranking places moved on TripAdvisor in 12 months
“DHM have helped us to manage our online reputation better than anything or anyone one we’ve used in the past. The results were clear within a matter of months.”
Sept 2018 - Sept 2019
The Ace Hotel brand has become iconic in recent years, with the group’s only UK property located in Shoreditch, it enjoys high occupancy levels and above average room rates. Accessing feedback from guests is crucial to the smooth running of the hotel, as is encouraging satisfied guests to leave reviews on websites like TripAdvisor. With over 1,000 hotels in London, The Ace Hotel was located outside of the top 300 on TripAdvisor and needed a way to encourage more positive reviews.
We implemented our very own software, Review Filter. Each day guests departing the hotel are sent an email within a couple of hours of check-out encouraging them to leave a 1-5 star review rating with anecdotal feedback of their experience. Cleverly, the system makes it incredibly easy for guests to post their review online if the rating is 5-stars and all guests leaving a 1-4 star rating effectively lose their feedback as soon as the submit button is pressed. The result is more 5-star reviews published online and real-time actionable feedback provided to the operations team on every review starred 1-4.
The Ace Hotel has moved from position 383 of London ranked hotels on TripAdvisor to position 140 in just 12 months.
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