Tune Hotels selects TrustYou to manage guest feedback


Tune Hotels’ approach to high lodging quality at an affordable price is an extreme success across the globe, operating 23 hotels in Malaysia, United Kingdom, Indonesia and India.

With a complex and diverse portfolio, the hotel group recognizes the need to have a centralized approach to manage guest feedback. TrustYou, the world’s largest guest feedback platform, is the chosen solution of Tune Hotels to meet its strategic needs.

TrustYou’s simple dashboard enables Tune Hotels to collect unlimited surveys, analyze its entire online review ecosystem, and make positive improvements on how over five billion travelers see their reputation.

Tune Hotels uses the premium customizable survey solution, TrustYou Stars, to collect its own post-stay feedback from their guests. The hotel group uses these surveys to gain valuable insights and market intelligence in order to identify and solve internal issues, improve services, and stay ahead of the competition. Research shows that hotel-solicited feedback is up to eight percent* higher than feedback from OTAs or other review websites, giving Tune Hotels the opportunity to increase its overall reputation score.

TrustYou Analytics and its features help Tune Hotels to gain a full overview about their performance, for both individual properties as well as the entire hotel group. Hotels can easily monitor, manage, and reply to feedback from all online feedback sources. The hotel group uses the exclusive “Impact Scores” to visualize and understand the top sentiments with the most overall impact – positive and negative – to focus its improvement efforts. Analytics also provides the opportunity to benchmark against competitors and set up customized reports to identify and track important KPI’s for both the entire Tune Hotels group and individual hotels.

The positive and actionable results are then displayed to the over five billion travelers viewing TrustYou summarized data, the TrustScore and Meta-Review, on sites including: Google Search and Maps, Hotels.com, KAYAK, Skyscanner, Wego and many more.

Frank Trampert, CEO Brand and Hotel Management at Tune Hotels, adds: “TrustYou addresses an important gap through clever technology when it comes to proactively managing a brand or properties’ online representation. The easy to use platform provides detailed analysis on current and historical performances as well as the possibility to efficiently screen reviews and reply. The ability to split data by brand, cluster, as well as property level, enables us to swiftly identify critical areas of strength as well as areas for improvement. We wanted to work with a provider that had substantial international experience as well as support support and the team at TrustYou surely delivered.”

Frederick Wong, MD & VP APAC at TrustYou, says: “We are excited to be the trusted partner of Tune Hotels’  for guest feedback management. Our guest feedback platform is ideal to outline the most valuable factors, from the  guests’ perspectives, that could be improved to help optimize the performance and eventually transparently market the  the overall reputation.”

Source = Tune Hotels
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