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eBuzz Connect Case Study: Miami Full-Service Hotel

May 26, 2011   |   Getting Social
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eBuzz Connect

Case Study 1:  Miami Full-Service Hotel

How the hotel used eBuzz Connect?

  1. Monitor hotel mentions in Online Reviews Channels and Social Media channels
  2. Listen to guests’ pain points or issues while staying at the hotel
  3. Use management workflow to:
    • Delegate actions to staff to resolve issues
    • Collaborate with department managers to draft proper and professional responses to guests
    • Connect with the guests and respond to their reviews (both positive and negative)
  4. Blogs/News/PR/Forums
    • Engage in open conversations relative to the hotel
    • Establish new niche clientele
    • Connect to inquiring minds and make sales


  • Improved TripAdvisor Ranking – moved up from 47 to 26 in the last 7 months
    Online Reputation Management program eBuzz Connect showing Market Rank improvement.
  • Increased average guest rating from 3.7 to 4.4 in the last year
  • Increased total review by 25% in the last year
  • Positive reviews increased by 78% in the last 1 year
  • Negative reviews reduced by 350% in the last 1 year
    Online Reputation Management positive results
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