About Treebo
Treebo is a hotel chain. It wanted guest review responses across travel sites and Google, with complaints routed to hotel teams.
Why it matters: Hotel guests choose stays by reviews, so fast responses and routed complaints protect bookings.
The challenge
Treebo needed fast, consistent replies at scale, with real issues routed to the right team and clear reports on what people were saying.
How we delivered online reputation management for Treebo
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 Treebo, the work covered guest review responses across otas and google, complaint routing to hotel teams and weekly sentiment tracking.
Results
Here is what the campaign delivered for Treebo, in numbers and outcomes shared with the brand.
- Reviews responded to: 12,000+
- Hotels covered: 200+
- Response rate: 97%
- Average response time: Under 24 hours
- Rating on monitored properties: Up 0.3 points
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 Treebo?
Cygnus Marketing delivered online reputation management for Treebo, covering guest review responses across otas and google, complaint routing to hotel teams and weekly sentiment tracking.
What results did Treebo get?
Reviews responded to: 12,000+; hotels covered: 200+; response rate: 97%.
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.
