When the management team at Library Hotel Collection first began monitoring content on various distribution sites more than a decade ago, the goal was simply to make sure information was accurate and up-to-date.
And then they started noticing guest-generated content on a review site called TripAdvisor.
One of the group’s hotels was ranked No. 3 in the market. Another was much further down the list at No. 56.
“We had one hotel on the top,” explained Adele Gutman, VP of sales, marketing and revenue. “Why not have all of them at the top?”
That’s when the management team began a concerted effort to improve the on-property experience at its four New York City hotels with the goal of running up the online review ranks. Two years later, Library Hotel Collection properties ranked Nos. 1 through 4 on TripAdvisor in New York City.