“In only five months, we managed to get 111 five-star reviews for our resort. BuzzyBooth is a powerful software.”

Mark Custodio, Marketing Manager – Pacific Palm Resort.

The Challenge

Automating The Process of Getting Positive Reviews For The Resort

Mark Custodio, Marketing Manager at Pacific Palm Resort in California, was given a challenging task by management to increase the number of reviews.

During the past couple of years, the hotel has been struggling to increase their feedback from guests.

Like many resorts in the US, Pacific Palm relied heavily on platforms like TripAdvisor and Expedia to promote their hotel and attract new visitors.

But with the fierce competition and the number of reviews their rivals have, the situation was getting tense.

According to a study by TripAdvisor, 81% of guests use online reviews of hotels before booking a place to stay or vacation.

What’s frightening is that 88% of travelers will not consider hotels with an average rating below three, and 32% of them will even eliminate those with a rating below four stars as per an analysis by Siteminder.

Based on a survey done by TrustYou, 76% of guests will pay more for a hotel with a higher review rating.

Unfortunately for Mark, asking guests for positive reviews was not a simple task.

What was even more challenging is the limitations that the resort has in terms of standards.

There was no direct way for a feedback request.

Guests typically would leave a review on their own in one of two cases. Either they are pleased about the hotel and are eager to praise them, or they had a terrible experience, and they want to blast out their anger by speaking about it.

And once a negative review gets posted, it’s almost impossible to take it down, especially on sites like TripAdvisor or Google.

Mark was getting frustrated, and the attempts to ask guests for reviews on an individual basis proved to be a useless strategy.

“There was no way for us to send out review requests automatically. Doing it one by one was a lost cause.” Mark said.

He added, “there was no way for us to collect permission-based contacts to reach out to our guests. On average, we were getting two reviews a week, and that was not nearly enough!”.

He needed to find a solution that automates the process and makes it easy to send out these requests without being intrusive to their guests.

They also wanted something that can help them capture their visitors’ data like phone numbers and email addresses so they can utilize it for marketing purposes since they cannot use the information collected on check-in.

The Solution

Quick & Efficient Way to Boost Positive Reviews

During a visit to Marriott Marquis in NYC, Mark saw the BuzzyBooth photo kiosk, and he was curious to check it out.

At first, he thought it was a regular photo booth that the hotel installed for guests. But after a closer look, he discovered that guests needed to put in their information, including phone numbers and email addresses, so they can get access to the photos or videos they’ve taken.

Mark instantly knew this could be the key to solve his primary problem.

After reaching out to the team at BuzzyBooth, he learned more about the solution and the potential of what this could do to Pacific Palm Resort.

A couple of weeks later, they installed their first unit in the resort lobby.

Like it was in the Marriott, every time a guest takes a photo or a video with the selfie-style booth, the system will ask them for a phone number and email address.

It will then send them a branded image to their phone.

Because the Kiosk comes with enhanced filters, guests were raving about their photos, and they started to share them on their social media accounts.

The brand name of Pacific Palm Resort started to get pushed to millions of users across multiple social platforms.

A couple of minutes after guests receive their image or video, the system sends an automated review request asking them to leave a review if they’re happy with their stay.

If the feedback is positive or anything above 4-stars, the system will allow the review to be released on sites such as tripadvisor, yelp, google. .

But if a negative one was submitted, then a notification will be sent to the hotel letting them know about the feedback so they can have some lead time to resolve the case with the guest.

That meant positive reviews started to show up more while negative ones are held back and queued.

A few months in the results started to shape up.

The Result

111 Positive Reviews And 22,768 Media Captured

In only five months of using BuzzyBooth, Pacific Palm was able to gain 111 five-star reviews.

Negative reviews were at all times low, and thanks to the queue feature from BuzzyBooth, they were able to stop them from being posted and used the feedback to improve the service in the resort as well as resolve issues with guests.

They’ve managed to collect 9,681 contacts that they used for their promotions, and special offers while the Kiosk captured 22,768 photos and videos.

Because guests shared the branded photos and videos over 6 thousand times, the result was a massive referral of new customers.

 Negative reviews were at all times low, and thanks to the queue feature from BuzzyBooth, they were able to stop them from being posted and used the feedback to improve the service in the resort as well as resolve issues with guests.

They’ve managed to collect 9,681 contacts that they used for their promotions, and special offers while the Kiosk captured 22,768 photos and videos.

Unlike other marketing solutions that rely on intrusive techniques to promote to guests, BuzzyBooth helps Hotels and Resorts collect their guest’s information in a fun and engaging way.

Accompanied by the review request, BuzzyBooth offers a fully automated marketing solution.

If you’re looking to boost the positive review count, get more referrals, and offer your guest a unique and engaging experience, BuzzyBooth might be the right fit.

Click on the button below, and a member of our team will reach out to you for a free consultation.

“Ever since we started using BuzzyBooth we’ve collected thousands of contacts. Our logo with the resort name showed up over 2M times all over social media, and we got 111 Five-Star reviews all thanks to BuzzyBooth.”

Mark Custodio, Pacific Palm Resort.