Hotel reviews and creating a “WOW” Experience

As an online marketer, I’m focused on online reviews and online reputation management – especially for our tourism clients. TripAdvisor and our own review sites for Saratoga Springs, Lake George and the Adirondacks help tourists find the right restaurant or lodging property. But real reputation management starts offline. It starts with your staff, your team, your employees and you! Here is a tip…

Set the expectation of the wow!

Real reputation management is being done at Royal Caribbean, they aren’t trying to “trick” anyone into writing a great review, or doing favors for you if you post a good review. They are starting at the core of what makes a company great: making the experience a “WOW” experience.

This experience starts at check-in. As their guest I was handed three “WOW” cards, setting the expectation to me their guest that this experience was going to “wow” me. Setting the expectation to their employees and crew members that they should wow me with their service.

I must say, after 8 days on board, I had a terrible time deciding who to give the cards to, not because no one wowed me, but because everyone did. Kudos to Royal Caribbean International for creating a truly great guest experience.  And because of this, they got something better than one more good review, they gained a repeat customer.

Royal Caribbean gives these cards to Guests

About Sara Mannix

Sara Mannix is the CEO of Mannix Marketing, Inc., a Digital Marketing Agency headquartered in Glens Falls, NY. She founded Mannix Marketing in 1996 with a goal to get clients "found" on the web through organic Search Engine Optimization (SEO). The company now serves over 1500 clients worldwide and employs a team of nearly 30 specialists, still operating under the tagline "We Get You Found On The Web." This multifaceted company is an industry leader, specializing in organic SEO, Conversion Rate Optimization, SEO-friendly Website Design, Online Advertising, Social Media and more. Mannix Marketing also has one of the largest portfolios of tourism and city guides in Upstate New York. These guides, which include,,,, and, reach over 10 million visitors a year. Corresponding social media profiles for the region extend this reach to millions more on Facebook, Twitter, Pinterest, LinkedIn, YouTube and more.