"Before we were introduced to Travel Media Group, we had no way, other than paper comment cards, to gauge guest sentiment after check out. We were very good at responding to guest issues, however, we still received negative reviews from guests after check out who did not complain during their stay. No one needs to find out they’re doing a bad job by reading their online reviews. At the time we where [sic] ranked 57th in our city on TripAdvisor. We also had four people assigned to respond to our online reviews. Each month all four would spend between 3 to 7 hours on those responses. Chris from Travel Media Group sold us on his service, and it wasn’t easy. I was resistant, however, Chris showed how much he could help. We originally just signed up for post-stay emails. We got so many that we quickly became overwhelmed, so we added the response piece after the first month. Once we let them respond to our online reviews, it enabled the team to focus on the negative surveys. The results have been fantastic. By not having to take time responding to all of our online reviews we were able to focus on resolving the issue with the displeased guests who shared their displeasure via Travel Media Group’s departure email. This enables us to engage the displeased guest often before they posted on social media and gave us more time to fix the issues generating the complaints. We’ve moved up 26 spots on TripAdvisor to 32 and are able to use the time we used responding to complaints to actually working on resolutions for our complaint generators. I would not hesitate to recommend Travel Media Group to any hotelier."