Market Metrix and TripAdvisor Team Up to Help Hospitality Companies Improve Their Online Reputation

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Review Direct from Market Metrix allows guests to submit a TripAdvisor review directly from a feedback survey

Market Metrix, the world’s leading provider of satisfaction solutions for the hospitality industry, has collaborated with TripAdvisor, the world’s largest travel site, to introduce Review Direct. Review Direct helps hospitality brands improve their online reputation by allowing their guests to submit TripAdvisor reviews directly from a feedback survey. By integrating the option to write a TripAdvisor review into guest feedback surveys, hotels should enjoy a significant increase in the number and freshness of reviews for their property on TripAdvisor, two of the key elements affecting the Popularity Index ranking for accommodations on TripAdvisor.

This latest collaboration between Market Metrix and TripAdvisor builds on a partnership that dates back to 2009 when the two firms first teamed up to create a reporting page and standard measure of guest satisfaction for hotel owners. Since then, Market Metrix and TripAdvisor have introduced a number of solutions that help hotels use guest reviews to improve business performance.

Several Market Metrix clients are currently participating in a pilot program with Review Direct. By increasing the number and freshness of guest reviews on TripAdvisor, they expect to see significant improvements in their Popularity Index ranking, TripAdvisor’s proprietary algorithm which ranks property listings on the site.

Swissôtel Quotes:
Meinhard Huck, President of Swissôtel Hotels & Resorts said: "We are delighted to partner with TripAdvisor, the largest travel community in the world, to collect guest reviews. With this partnership we are making it easier for our clients to share their experience with fellow travelers and also demonstrate our commitment to transparency as well as our commitment to provide the best possible lodging experience, from booking to check out."
“We’re very proud of the reputation Swissotel has built on TripAdvisor. Our property rankings are one important way we drive direct bookings,” reported Olivier Jolidon, Senior Manager Ecommerce from Swissôtel. “We believe that increasing the number of guest reviews on TripAdvisor will improve our standing still further.”

“TripAdvisor is the most important review site for a majority of our clients. So, to connect their guest feedback directly to TripAdvisor reviews is a natural way we can help them improve their online reputation and bookings,” commented Keith Jaeger, COO with Market Metrix.

TripAdvisor Quote:
“We’re delighted to be extending our partnership with Market Metrix to help their clients collect a greater number of fresh reviews on TripAdvisor,” said Maud Larpent, Head of Partnerships, Hotel Chains, TripAdvisor. “Review Direct will act as a way for Market Metrix’s hotel clients to increase their engagement with guests and to ensure their properties achieve greater visibility on the site. This move will make it easier for businesses to leverage the power of online reviews as a megaphone for traditional ‘word of mouth’ recommendations.”

About Market Metrix
Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe. By connecting feedback with revenue, Market Metrix helps hospitality businesses make smart investment decisions that both improve the guest experience and produce higher profits. Real-time feedback and action management drive timely service recovery, turning potential negative reviews into online raves. And no other feedback program offers the detailed global benchmarking of MMHI, allowing clients to spot gaps and opportunities in the context of key competitors. Market Metrix is essential to more than 14,000 businesses in over 70 countries, and has been helping forward-thinking executives profit from feedback since 1996. For more information, visit

About TripAdvisor
TripAdvisor® is the world's largest travel site*, enabling travelers to plan and have the perfect trip. TripAdvisor offers trusted advice from real travelers and a wide variety of travel choices and planning features with seamless links to booking tools. TripAdvisor branded sites make up the largest travel community in the world, with more than 200 million unique monthly visitors**, and over 100 million reviews and opinions. The sites operate in 30 countries worldwide, including China under TripAdvisor also includes TripAdvisor for Business, a dedicated division that provides the tourism industry access to millions of monthly TripAdvisor visitors.

TripAdvisor, Inc. (NASDAQ: TRIP) manages and operates websites under 19 other travel media brands: Airfarewatchdog, BookingBuddy, Cruise Critic, EveryTrail, Family Vacation Critic, FlipKey, Holiday Lettings, Holiday Watchdog,, OneTime, SeatGuru, SniqueAway,, Tingo, Travel Library, TravelPod, VirtualTourist, Where I’ve Been, Kuxun.

*Source: comScore Media Metrix for TripAdvisor Sites, worldwide, January 2013
**Source: Google Analytics, worldwide data, January 2013
©2013 TripAdvisor, Inc. All rights reserved.
SOURCE TripAdvisor

About Swissôtel Hotels & Resorts
Swissôtel Hotels & Resorts ( is an award winning and distinctive group of deluxe hotels, combining renowned Swiss hospitality with contemporary design, personalised service, charm and efficiency. Located in popular gateway destinations and city centres, the hotels provide convenient access to business and shopping districts. The group’s Swiss heritage ensures organisational competence, attention to detail, safety and a superlative guest experience. The international hotel chain is owned by FRHI Holdings Limited, a leading global hotel company with 102 hotels and resorts worldwide under the Raffles, Fairmont and Swissôtel brands. The company also manages Fairmont and Raffles branded Residences, Estates and luxury private residence club properties.


Mike Waite, Vice President of Marketing
Market Metrix
+1 415 526 4646

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