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Football Fans Are Big on Feedback: Peace & Quiet, Good Service, Great Food & WiFi are What

Super Bowl Fans Want Most During Big Game Hotel Stays.

Tuesday, December 10, 2013
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Football fans are big on more than just the big game; feedback in the form of online hotel reviews seems to be something pigskin lovers are passionate about. TrustYou, an online reputation management company, has collaborated with Donna Quadri-Felitti, Ph.D.at New York University, Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management, to look at hotel reviews around the Super Bowl in the host cities for the past five years. The results, pulled from relevant findings within TrustYou’s robust database of 250 million reviews, showed what trends emerged and what New York and New Jersey hotels might expect this February as they host spectators for Super Bowl XLVIII. Some of the highlights: Keep the noise at the game, expectation of super service, good food and WiFi.

Hotels Are Better Prepared To Handle Super Bowl Travelers
Performance Scores appear to be trending upwards during Super Bowl week, particularly within the last two years. Host cities appear to blitz their guests with more staff, amenities, and attention as Service Sentiment Scores rose in the last three host cities’ for Super Bowl week over the same week of the prior year, with the exception of Miami in 2010. However, if the past holds true this year, the NYC-Northern New Jersey metro area hotels will need to be über-attentive to Super Bowl guests to see an increase in Sentiment Scores for Service as the as the increases were slight rising only one or two percent in this category.

NYC is the highest-rated destination among US major markets, and its hotels will have to bring their “A-Game” to continue to see improved scores during the Super Bowl.

Fans Want Some Peace & Quiet In Their Hotel Rooms
During Super Bowl week, guests appear to have been tolerant of any cheering, celebrating fans when evaluating the hotel Noise Level during Game week festivities, with improved Noise Level Scores across all host cities over the prior year.

New York hotels currently are able to shut out the sound, earning relatively positive Noise Level Scores compared to major markets within the US, having ranked No. 2 behind Orlando according to 2013 sentiment analysis from TrustYou. Will the NY-NJ 2014 Super Bowl guests be as understanding of hotel Noise Level during their overnight stays as previous Super Bowl guests?

Super Bowl Fans Demand Great Food & WiFi
Seems Super Bowl guests are pretty picky diners compared to guests who stayed in the same cities during the same weeks the year prior to the Super Bowl with Food Sentiment Scores down year-over-year in seven of the ten weeks examined.

One thing is for sure, this coming Super Bowl hotels need to be WiFi ready, as the past data indicated that satisfaction with Internet Sentiment Scores dipped across all five years among Super Bowl guests versus guest who stayed the year before.

Taking a look back on TrustYou’s review data spanning Super Bowl host cities from the past years, Quadri-Felitti shed some light on what the potential public response may be from travelers to the upcoming NY-NJ Super Bowl, “We've seen in prior research that New York stands as the top-rated destination for travelers across all major markets in the US. Hotels will need to pull out all the stops to maintain its top reputation and really ‘wow’ these tough critics by delivering top-notch service, great food, quiet rooms and WiFi. No matter what the weather brings for this historic event outside once inside their hotel rooms Super Bowl guests appear to be discerning travelers as per the data.

Margaret Ady, director of marketing at TrustYou, added, “Our goal with this research was to use TrustYou's semantic analysis to understand fans' wants and needs in an effort to prepare New York hoteliers for this special group of travelers. It is with these types of predictive analyses that big data becomes insightful and useful to hoteliers."

The full report is available for download here.

About TrustYou
Since 2008, TrustYou has set the standard for reputation management with solutions for hospitality-industry businesses 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.

TrustYou’s monitoring dashboards capture sentiment and opinions from millions of comments in one easy-to-view place from sources like Tripadvisor, Facebook, Google , Twitter, Yelp and more across 23 different languages. In addition, TrustYou provides free online customer satisfaction surveys and marketing tools for all hotels. TrustYou’s international team hails from 23 countries and speaks more than 20 different languages. The company already has more than 12,000 customers in 60 countries and monitors over 400,000 hotels, provide an extensive base for competitive analysis. TrustYou’s clients include individual hotels, independent boutique chains, destinations and major global brands such as Accor, Marriott, Starwood, Hard Rock Cafes and Best Western Hotels. The company’s partnerships span an impressive variety of organizations; from tech companies like Google, Trust and Micros, to

destination-specific alignment with Germany and Switzerland to improve the countries’ official star-rating systems for hotels. TrustYou’s headquarters are in Dallas, USA and Munich, Germany, with further representatives in the U.K., the Netherlands, France, Central Europe, Asia and Australia. To learn more about TrustYou visit www.trustyou.com

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