Aria Hotel Budapest and Aria Hotel
Prague both opened after guest reviews
became a central focus for us, so both
were ranked #1 in their respective cities
quickly after opening. Our exceptional
service translates beyond TripAdvisor
though. Recently, Travel + Leisure
named Aria Hotel Budapest one of the
top ten best European city hotels, and
Conde Nast Traveler named Aria Hotel
Budapest #1 and Aria Hotel Prague #4
of the Top Hotels in Central Europe
(respectively) in the 2016 Readers
Choice Awards. Aria Hotel Budapest
was also recognized by Conde Nast
Traveler as #22 of the Top 50 Hotels in
the World.
What advice do you
have for hoteliers to
improve their ratings on
TripAdvisor?
My advice is to create an exceptional
experience so that regardless of your
pricing, you are perceived as a great
value. With TripAdvisor, the voice of the
customer is clear; we know what aspects
of the experience they most appreciate
so take feedback to heart and most
importantly, take action on it.
Have you had success on
any other social media
platforms? How do you
engage with your guest
primarily?
We engage with our brand advocates
through our social platforms such as
Facebook, Instagram, and Twitter.
Since everyone is not on social media,
email and our website will always be an
essential way for us to communicate
with friends and fans of the Library
Hotel Collection.
Why would a guest choose
a boutique hotel over a
larger branded hotel? Is
the experience different?
We know our guests are looking for
personal interactions and customized
experiences that make each one of them
feel welcome and special. As a boutique
hotel, we can provide exceptional,
personalized service every day. We
strive to make a human to human
connection at every touch point of their
stay. Everyone should feel like our most
important guest. The way we accomplish
this is to prepare, train and empower our
team to make quick decisions for the
benefit of our guests and the long term
goals of the hotel.
What trends are you
focusing on for 2017?
We are continuing to focus on the
guest experience, especially with our
new property opening in 2017, Hotel X
Toronto. Unlike our existing boutique
hotels which are 50-100 rooms, Hotel
X Toronto will be a 404-guestroom,
lakefront urban resort situated on nine
acres in downtown Toronto. At Hotel X
Toronto, we are implementing service
and training standards to ensure our
guests have the same experience of
personal service as they have at our
smaller hotels.
We pride ourselves on having the highest
ratings in the area of guest experience.
We customize each guest’s experience
to ensure their stay with us is everything
they hoped for so not only will they
become lifelong customers, but also
share their experience with their friends
and communities, both on and offline.
Aria Budapest, Facade