Online Comment Card Proves Success for Le Pavillon

Digital Alchemy, the leading provider of email-based CRM solutions for hotel management companies, today announced a major addition to its popular Data2Gold e-Relationship ManagerSM email product that gives hoteliers a powerful tool for enhancing their brand, inspiring guest loyalty, and driving repeat business.
The new Online Comment Card module in Data2Gold e-Relationship Manager provides an online, automated mechanism for sending email thank-you notes with click-open comment cards to guests immediately after their departure.
This allows guests to clearly and candidly express their views while a hotel`s staff or amenities and services are still fresh in their minds, and enables management to gain invaluable insights for creating strategies to maximize guest satisfaction.

“The Online Comment Cards we get back from our guests are a rich source of information for refining our operations, improving guest offerings, and creating on-target promotions for our properties,” said Ted Bogan, director of revenue at the upscale Le Pavillon in New Orleans. In addition to 219 guest rooms, the “Belle of New Orleans” also has seven themed suites including a plantation home and medieval castle. “Before we started using the Online Comment Cards four months ago, we received 10 hardcopy comment cards a week. Now we`re averaging 80 e-comment cards a week. Guests are more comfortable replying, whether it`s criticism or praise, when they`re in the comfort of their own home. They sometimes write five or six paragraph responses, and we read each one in a weekly managers` meeting. We regard the Online Comment Cards as a reliable indicator of our performance in meeting and surpassing guests` expectations.”

According to Digital Alchemy president Don Hay, “Our new Online Comment Card module is at the heart of what Data2Gold e-Relationship Manager is all about - hoteliers using technology to solidify customer relationships and forge guest loyalty. Providing guests the ability to conveniently give feedback and `have their say` within 24 hours after checkout is critical in enabling hotels to make more personal contact with guests, and win the repeat business essential for success in the highly competitive lodging marketplace.”