About Booking.com
Booking.com is a global travel booking platform. It needed response management for property reviews and guest complaints, with sentiment tracking.
Why it matters: Travellers read property reviews before booking, so prompt responses protect trust on both sides.
The challenge
Booking.com was receiving a large volume of reviews and comments across app stores and social media. Unanswered complaints were hurting ratings and the trust of new users.
How we delivered online reputation management for Booking.com
We set up response guidelines and ready replies in the brand’s voice, then trained a dedicated team to reply quickly and personally. Complaints were turned into conversations, and genuine issues were escalated with full details.
Sentiment was tracked every week, so the brand could see recurring problems and fix them at the source. Faster replies and resolved issues helped lift ratings and showed new users that the brand listens.
For Booking.com, the work covered response management for property reviews, guest complaint follow-ups and sentiment tracking and weekly reports.
Results
Here is what the campaign delivered for Booking.com, in numbers and outcomes shared with the brand.
- Reviews responded to: 8,000+
- Response rate: 98%
- Average response time: Under 24 hours
- Negative reviews resolved: 65%
- Properties supported: 300+
Marketing terms used in this project
- Online reputation management (ORM)
- Monitoring and responding to what people say about a brand online.
- Sentiment analysis
- Sorting feedback into positive, neutral and negative to spot trends.
- Response time
- How quickly a brand replies to a review or comment.
- Escalation
- Passing a complaint to the team that can actually fix it.
Frequently asked questions
What did Cygnus Marketing do for Booking.com?
Cygnus Marketing delivered online reputation management for Booking.com, covering response management for property reviews, guest complaint follow-ups and sentiment tracking and weekly reports.
What results did Booking.com get?
Reviews responded to: 8,000+; response rate: 98%; average response time: Under 24 hours.
Can Cygnus Marketing do online reputation management for my business?
Yes. Cygnus Marketing is a marketing agency based in Guwahati that works with brands across India, from local businesses to national names like Samsung, Amazon Pay and Maggi. Share your goals and we will suggest a plan and a clear quote.
