Best Western on the Avenue, Buffalo, NY

Hotel Partners with New Digital Marketing Vendor for Better Service & Improved Results

Unsatisfied and frustrated with the service and follow up from another digital marketing vendor, Best Western On The Avenue switched their website, social media, and reputation management needs over to Travel Media Group in August of 2019. Immediately, the hotel experienced dedicated support and prompt follow up to any requests for assistance. With strategic consultation and partnership from the Travel Media Group team, the Best Western On The Avenue has achieved:

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A perfect 100% review response rate with professional responses.

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A market-leading pace of new positive online feedback.

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Significant follower growth on the hotel's social media profiles.

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Impressive conversion on their hotel's custom vanity website.

Connecting with Guests Through Review Response

The Best Western was looking for a way to interpret online guest feedback to make meaningful changes at the property level. Since implementing Travel Media Group’s Respond & Resolve™ solution in August 2019, the Best Western has had a 100% Review Response rate to over 175 reviews that span over 8 public-facing review sites. The Best Western’s average review response time has also dramatically improved, averaging just over 8 hours per review response. This program has helped the hotel exceed their review response brand standards and deepen the connection between hoteliers and guests.

Reviews Responded To

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Review Response Rate

Hours Avg. Response Time

Increasing Feedback with Reputation Management

In a competitive market like Buffalo, NY, the Best Western was not only looking to keep pace with the market, but also outperform it. To facilitate that, the Best Western implemented Travel Media Group’s reputation influence solution, with a goal of increasing the number of positive reviews and decreasing the number of negative reviews they receive. With the help of Travel Media Group’s in-depth reputation tracking and competitor data, the Best Western was able to benchmark the number of reviews needed to achieve their goal. The previous six months before partnering with Travel Media Group, the Best Western was able to generate 25 positive reviews on TripAdvisor; Since partnering, the Best Western has almost doubled that amount with 44 positive reviews on TripAdvisor. The Best Western continues to outperform its local competition generating 25% more positive TripAdvisor reviews and 20% fewer negative reviews on TripAdvisor than the market average.

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Increase in Positive TripAdvisor Reviews

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More Positive Reviews Than Market Average

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Fewer Negative Reviews Than Market Average

Growing Community & Engagement Through Social Media

By implementing Travel Media Group’s custom social media solution, Best Western on the Avenue was able to curate unique and tailored social media posts to grow and attract new followers to their pages. First, Travel Media Group made sure to create pages and profiles for the Best Western that they were not currently active on, like Pinterest. Travel Media Group’s social specialists consulted with the Best Western on relevant information like room features, amenities, local events, and local stories. This way the Travel Media Group social team could leverage this personalized information to sharpen the effectiveness of the posts to its intended target audience.

Since implementing Travel Media Group’s custom social strategy the Best Western’s Facebook page has seen a growth of more than 300 followers. Utilizing target social advertising, the Best Western’s posts have tripled their reach which has led to significant growth in page views.

People Reached

Engagements

Reactions, Comments & Shares

Driving Direct Booking with Website Optimization

Through Travel Media Group’s website solution, the Best Western had the ability to build a commission-free booking channel in a competition-less space. The Best Western’s fully response, ADA-compliant vanity site features an attractions page highlighting local Buffalo hotspots and showcased a customized video of the property. By adding the power of listing management, they have seen over half the site’s traffic come from organic sources. With an overall site conversion of over 36%, this booking referral solution is driving revenue for the hotel.

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Conversion Rate to Booking Engine

Avg. Booking Referrals/Month

More Travelers Reached

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We switched over to Travel Media Group a few months ago and are extremely
pleased with the service that is provided. Not only do they get back to me immediately
when I need something but they also take it upon themselves to check in with us on
a regular basis. They strive to make sure we are happy with all the different aspects
of marketing that they provide us and that is extremely refreshing to see!

Danielle Tripi
Front Desk Manager
Best Western on the Avenue

The Results Were "Refreshing to see!"

Through Respond & Resolve™, social media marketing, reputation management, and a responsive website, Best Western on the Avenue achieved significant positive results for their property.

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