ReviewPro.com presented this presentation at the Hotel Website Marketing Conference www.hotelwebsitemarketing.com

1. Proactively Managing Your Hotel’s Presence
On Social Media & Review Websites
September 14, 2010
Dublin, Ireland

2. Index
• The New Reality
• Online Reputation & Social Media Management
• Our Solution
• The Moment of Truth
2

3. The New Reality
The Genie Is Out Of The Bottle
“The influence of user-generated content (UGC) and its
impact on the hotel industry is the most important trend
to impact the sector in recent years and represents an
amazing opportunity for hotels to increase revenue and
gain a competitive advantage…”!
-­‐
VP
of
Marke,ng,
MGM
Grand
• Online reviews and presence in social media
platforms is directly influencing the hotel
sector in the areas of:
– Brand Management
– Distribution & Revenue
– Marketing
– Operations
– Quality
3

4. The New Reality
The New Buying Process
The influence of online reviews changes
everything for the hotel sector!
– Between 65-85% of consumers consult online reviews
prior to making a hotel reservation
– 87% of those that read online reviews acknowledge
that their buying decision is highly influenced by what
they read
– Guests are willing to pay 38% more for hotels whose
online reviews indicate top-level service
– Guests who write a review are more likely to
recommend the hotel to friends and family
Source: GfK WEP (2009); Compete.com (Aug 2009); Google (Jun 2009); MarketMetrix (Aug 2009); comScore, Inc. (Nov 2007); MarketMetrix (Aug 2009); MarketMetrix (June 2009)
4

5. • The New Reality
• Online Reputation & Social Media Management
• Our Solution
• The Moment of Truth
5

6. Online Reputation & Social Media Management
The Managerial Challenge
Multiple
formats
Various forms of Numerous review
delivery sources
Diverse Various buying
languages segments
6

7. Online Reputation & Social Media Management
Learn From The Best
• Hoteliers that are leading the way have
responded by changing the way they
manage their establishments: Monitor
– Assigning a primary contact who has Measure
responsibility for coordinating between impact Analyze
departments
– Adapting processes in marketing and
operations, reporting and incentive plans Respond
externally Share
– Implementing technology to reduce Act
operational costs and increase profitability
internally
– Managing online reviews and internal
customer survey data through an integrated
approach
7

8. • The New Reality
• Online Reputation & Social Media Management
• Our Solution
• The Moment of Truth
8

9. Our Solution
About ReviewPro
Company
• Founded in October 2008, ReviewPro is based in Barcelona and
has a team of 25 people
Vision
• To allow our clients to proactively manage their online reputation
with the goal of maximizing profitability and gaining a competitive
advantage
Key Details
• Current customer base of over 600 hotels
• We offer our services in 18 countries and currently have sales
activity in Spain, Andorra, UK Ireland, Germany, Portugal, France
and Italy. We will be expanding our geographic coverage further
between now and the of 2010
• We aggregate and analyze more than 35.000.000 reviews in
English, Spanish, Catalan, German, French, Italian, Dutch and
Portuguese published in hundreds of websites including 50 of
the most relevant online travel agencies
9

10. Our Solution
What We Do
• A web-based analytical tool that allows
hotels to efficiently aggregate, organize
and manage their online reputation and
presence in leading social media sites
• Designed for both individual operators
and chains, we help our clients:
– Aggregate and homogenize online review
data
– Classify, track and analyze reviews PROPRIETARY TECHNOLOGY
– Monitor their hotel’s performance evolution Global Review Semantic
with our custom Global Review IndexTM IndexTM Analysis
– Benchmark competitors
– Export historical data and run custom reports
– More easily track new operational TRACK CLASSIFY MANAGE
improvements and share quantifiable results
10

11. Our Solution
Versions Of Our Products
• Different product versions to cover the different needs of the hotel sector
Free Standard Advanced
• Features: • Features: • Features: Includes all Standard
– Aggregates and classifies reviews – Aggregate and classify features plus:
from more than 50 leading online reviews, blogs, photos, etc. – Departmental reports
travel agencies – Track competition – Global dashboards
– Measures the online reputation – Personalize classification – Import offline guest
through the GRI TM – Configure alerts questionnaire data into the
– Benchmarks the results against a ReviewPro tool
generic competitor – Publish reviews with website
widget
11

12. Our Solution
How We Help Our Clients
Save time, money and resources by aggregating all relevant data and
providing analysis, business intelligence and reports automatically
Track and improve quality performance with the Global Review Index™
Maximize sales through online distribution channels and increase direct
bookings with the ReviewPro Quality Widget™
Make better informed decisions in the areas of marketing and operations
based-upon quantitative customer feedback
Benchmark up to 10 competitors for each hotel
12

13. • The New Reality
• Online Reputation & Social Media Management
• Our Solution
• The Moment of Truth
13

14. The Moment Of Truth
How Are You Going To React?
HEAD IN THE SAND MANUALLY TECHNOLOGY
14

15. The Moment Of Truth
Opportunity Or Cost Of Doing Business?
Marketing
Performance Online
SEO
Marketing
& SEM Reviews
?
Distribution
Revenue
OTA Management
2001 2003 2005 2007 2009
15

16. Thank You
For additional information about ReviewPro:
Website: www.reviewpro.com
Twitter: @reviewpro
Blog:
www.blog.reviewpro.com
R.J.
Friedlander
CEO
Email:
rfriedlander@reviewpro.com
Twi7er:
@rjfriedlander
Skype:
rj<cn
Mobile:
+34
610
459
003
Website:
www.reviewpro.com
16