The brand

Opened less than three years ago, the five-star Hurawalhi Island Resort in the Maldives is perfect for adults who are seeking luxury and innovation. When the hotel debuted, it was ranked 148 on TripAdvisor. But Crown and Champa Resorts knew the hotel wouldn’t stay there long. After a thorough vetting process with ReviewPro, TrustYou and other reputation management solutions, the executive team selected Revinate Reputation and Surveys to help the hotels and corporate management team stay on top of post stay feedback and track progress across the portfolio of 9 hotels.

The challenge

The e-commerce manager of Crown & Champa Resorts, Thulana Fernando, took the lead to partner with Revinate to create efficient systems of reputation management. He says, “I get such great support from the Revinate team and the platform really makes my job easier. I am able to easily respond to feedback, across any channel, which is important in our market, and easily route feedback to the right GM or operations manager to ensure that issues are resolved quickly. There is no way that we would be as highly rated without Revinate.”

The solution

The group is highly focused on reports, automatically generated by Revinate. Thulana reviews them daily, weekly and monthly, finding value in the insights as well as the rankings. He says, “Being able to watch hotels improve and sharing that reporting with GMs and company executives is really empowering for everyone. It gets us all really excited. Because I read each and every review and touch each response, I can see the impact that our focus has on the metrics.”

The results

This year, Hurawalhi Island Resort was awarded three 2019 Traveler’s Choice Awards by TripAdvisor:

• #10 hotel for Romance in Asia
• #4 hotel for Romance in Maldives
• #9 hotel in Maldives

The hallmarks of Traveler’s Choice hotel winners are remarkable quality, service and value. Crown and Champa Resorts are no exception. As Thulana says, “Hurawalhi is a five-star category hotel that aspires to six-star category service.”

Thulana acknowledges how great it is to be recognized by TripAdvisor, saying, “These awards are really impactful for prospective travelers. In the leisure market, especially in the Maldives, travelers are hungry for hotel validation. They are a lot of choices so they read reviews closely, in addition to the management responses. Awards are the cherry on top and provide third-party validation that guests love to stay with us. While we love to receive rewards, at the end of the day, hospitality is about happy guests. Based on our reviews and surveys, we have that covered.”