Total $0.00

TrustYou platform offers an efficient and easy-to-use system for tracking and responding to online reviews

The following interview is with Emma Shaybani of HEI Hotels and Resorts. HEI Hotels and Resorts is a leading hospitality investment and management company with brands ranging from Westin and Le Meridien to Aloft and Hyatt.

Q. Ms. Shaybani, you track the online reputations of HEI's entire portfolio. Why do you think that online reputation is so vital to a hotel's business?

A. Reviews and guests' opinions are incredibly important when travelers are looking to make a booking decision. Therefore, a hotel's online reputation has the ability to make or break a hotel. Properly managing a hotel's reputation ensures that it is living up to - or exceeding! - guests' expectations.

Q. How does HEI manage the online reputations of its multiple brands and portfolios?

A. The brands that I work with all use different online reputation management (ORM) tools, so I have worked within each brand's preferred tool to track key performance indicators like overall scores, management response rates and semantic scores. 

Q. That sounds complicated. What do you like about TrustYou's ORM tool?

A. As I said, I use many ORM systems, but TrustYou makes analyzing, and responding to reviews an easy task. TrustYou has made what can be a complex task time efficient for both myself and the General Managers. The layout allows for easy navigation and displays crucial information in a format anyone can understand.

Q. So, ease of use is key? 

A. Ease of use and efficiency can make or break a hotel's online reputation, especially for companies like HEI that manage multiple brands or hotels. That may sound like a strong statement, but if the tool is clunky or complicated, hotels just won't use it or won't use it effectively.

Q. Are you able to share any stats about how managing a hotel or brand's online reputation through TrustYou has helped to improve its scores?

A. We do not publicly publish any internal statistics, but using TrustYou's tools, we can quickly benchmark our portfolios to ensure that any areas that need improving are fixed immediately.

Ms. Shaybani, thanks for your time. 

About TrustYou

TrustYou's Mission is to positively influence travelers' decisions. We know that customers digest and leverage lots of opinions to make good choices, and we are passionate about better travel, tourism and hospitality experiences. Since 2008, TrustYou has set the standard for big data and online reputation management with solutions for hotels, restaurants, destinations and intermediaries to analyze online reviews, tweets and posts across the social web, to gather trusted reviews directly from its customers, and to use the authentic conversations to successfully market online reputations. To learn more, visit

Contact: Margaret Ady / +49 89 548 029 25

Related News

Crescent Real Estate Acquires The Brown Palace Hotel and Spa, a Denver Landmark Since 1892

Wheelock Street Capital Acquires Château Élan Winery & Resort; HEI Hotels & Resorts to Manage

HEI Hotels & Resorts Appoints David Friederich as Managing Director of The Whitley Opening Soon in Atlanta's Buckhead Neighborhood

Hawks Cay Resort in the Florida Keys, Damaged from Hurricane Irma, Elects to Embark on Phased Renovation

Thomas Lind Named General Manager of The Hotel at Avalon, Set for January Opening in Alpharetta, Georgia

Rockpoint Group and HEI Hotels & Resorts Set to Open Hotel Republic San Diego in October Joining Marriott's Autograph Collection

Lennox Capital Partners Acquires The 255-Room Westin St. Louis from HEI Hotels & Resorts

TrustYou and Welcome Systems Form Strategic Partnership to Help Hotels Collect Guest Reviews

TrustYou Continues Rapid Growth with Appointment of New U.S. Head of Sales

Learning About APIs - A Primer in Hotel Techology

IBC Brings Relationship Management to Independent Hotels via Strategic TrustYou Partnership

TrustYou Analysis Identifies Review Topics that Impact the Hotel Reputation the Most

TrustYou Expands Presence in Southern Africa Through Strategic Alliance with Distribution Partner Rainmaker Digital

Pan Pacific Hotels Group Appoints TrustYou to Manage All Guest Reviews and Surveys Through One Feedback Platform

Arden Group Acquires 763-Room Sheraton Atlanta Hotel with $7 Million Additional Renovations Planned

TrustYou Solidifies International Presence Through New Partnerships Around the Globe

Are Chatbots the Key to Guest Satisfaction?

How Paying Closer Attention to Guest Reviews Can Impact Your Hotel's Bottom Line

TRIPBAM and TrustYou Announce Hotel Review Data Integration Partnership

TrustYou Study Uncovers Travelers’ Online Search and Booking Behaviors

All News »

Please login or register to post a comment.