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.

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.