Case Study

How the Dylan Hotel NYC Improved its Tripadvisor Ranking From #390 to #63 Using Akia

Pooja Khandelwal

Akia · 11月 11, 2022

Dylan Hotel NYC changed its ranking from #390 to #63 in just three years with Akia.

Why it matters: At the time of implementation, Dylan Hotel NYC ranked #390 of 515 hotels in New York City on TripAdvisor. With Akia’s help, in a little over three years, they improved their ranking to #63 out of 515.

Akia’s feedback review management redirects happy guests to sites like TripAdvisor, making it super easy for them to leave a positive review. Timing is always the key; Akia automatically requests guests for feedback and reminds them to review right after their unique and memorable stay.

Top 3 Core Objectives: Before automating with Akia, Dylan Hotel NYC relied on printed registration cards, which required a lot of back and forth with the guests. Things got extra tricky in keeping tabs on additional guests that were not communicated about. The manual work and security concerns often got in the way of productivity.

Smoother pre-arrival processes: Reduce back and forth with guests to collect information
Track additional guests: Have a better handle to address security concerns arising by having unlisted additional guests. Help staff in capturing information without having to run around or scramble.

"Automation emphasizes the guests experience at their fingertips. Akia closes the gap of missed opportunities by acting as a liaison to our guest satisfaction efforts. We have been able to proactively turn negative experiences around before guests depart and most importantly, capture positive TripAdvisor reviews by providing quick links as we connect with our guests. Our regulars have us on their contact list and this also helps drive revenue efforts. We love Akia over at the Dylan!"

Klein Vergara

Director of Operations

👍 Director of Operations Klein Vergara said that Akia's macros automatically requests guests for feedback and reminds them to review right after their unique and memorable stay. Making it seamless to review on sites like TripAdvisor, Google, Yelp, etc.:

"Automation emphasizes the guests experience at their fingertips. Akia closes the gap of missed opportunities by acting as a liaison to our guest satisfaction efforts. We have been able to proactively turn negative experiences around before guests depart and most importantly, capture positive TripAdvisor reviews by providing quick links as we connect with our guests. Our regulars have us on their contact list and this also helps drive revenue efforts. We love Akia over at the Dylan!"

⚖️ The selection process: During their research process, Klein Vergara evaluated Akia's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Akia was the best fit solution:

Director of Operations Klein Vergara said, about their decision: "We find ourselves running around less, searching for guests we need to contact, maybe about a late checkout. Akia has helped with security concerns about additional guests as well. It has wholly eradicated all concerns on that front."

📈 The results: "Our biggest win with Akia has been in sealing TripAdvisor surveys, average hotels climb 60 ranks in 2-3 years, but we were able to jump 4x times. Akia has helped tremendously in so many ways, to be honest, and the Reg Cards processing is one of the things. We run around less, searching for guests we need to contact. It has helped with security concerns about additional guests as well."

Switching to Akia’s Reg Cards for pre-arrival processes and leveraging its integration with PMS took off a massive workload from the front desk checklist.
The Reg Cards prompt the guest to input contact details and additional guest information. Information plugged in by the guest automatically translates from Akia Reg Cards into PMS.
Akia’s feedback review management redirects happy guests to TripAdvisor, making it easy for them to leave a positive review. Timing is always the key; Akia automatically reminds guests to review.