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Mamaison Hotels & Residences Welcomes Customer Feedback via TripAdvisor

Mamaison Hotels & Residences, a hotel chain in Central and Eastern Europe places the constructive handling of customer praise and criticism at the center of its marketing strategy, working in partnership with TripAdvisor. The satisfaction of guests comes first for Mamaison Hotels & Residences. For that reason, the active dialogue with guests via modern channels of communication is the central component in Mamaison's progressive marketing strategy. In addition to a lively exchange on Twitter, Mamaison attaches particular value to customer reviews on the Internet: guest checking out at the Mamaison Hotels & Residences in Budapest, Bratislava, Ostrava, Prague, Moscow and Warsaw are expressly asked for their feedback and to that end given a bookmark gift including the TripAdvisor invitation and web address. Guests at Mamaison have immediate access to more than 30 million hotel reviews and comments on TripAdvisor, the world's largest travel community. For independent hotel reviews, users do not even have to leave the Mamaison website, but can directly access reviews by other travelers about individual Mamaison hotels or submit there their own assessments.

Satisfied customers are the best recommendation
Positive hotel reviews on the Internet have been proven to increase people's willingness to make a booking. However, more than that, Mamaison attaches great value to genuine feedback and honest opinions provided by visitors via TripAdvisor. Petra Deuter, chief sales & marketing officer at Mamaison Hotels & Residences, says: "Both positive and negative feedback give us the opportunity to respond to our guests' wishes and further optimize our service and product. The key to success is not only knowing and meeting the expectations of our customers, but to exceed them and to use this as a foundation for an excellent global hotel & residence as well as brand reputation."

The number of travelers looking for information on portals such as TripAdvisor before making a booking is growing rapidly; "87 percent of guests booking hotel accommodation online are influenced by Internet reviews," was the conclusion of a 2009 PhocusWright study. Customers today want to benefit from the experiences of their predecessors in order to avoid disappointment. As a modern service provider, Mamaison uses the TripAdvisor portal to keep in direct contact with customers and to be made aware of customers' wishes. In this process, the way hotels deal with complaints is just as important as a positive Internet review. The Mamaison hotel chain has recognized the signs of the times and uses the Internet and social media for professional presentation and good reputation.

Awards for Mamaison
The success of this strategy is evident in numerous awards already given to Mamaison on the basis of customer reviews. The Mamaison Hotel Le Régina Warsaw for example was recognized last year with the "Trip Advisor Travellers' Choice Award 2009" and ranked amongst the world's best 100 luxury hotels. The Mamaison All-Suites Spa Hotel Pokrovka Moscow received the "Best Luxury Hotel Award 2010" by the British magazine "Business Destinations."
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