Acttiv and Review Pro: The importance of online reputation and tourist entertainment

Guest satisfaction has always been a top priority for Acttiv throughout our two decades of experience. In today’s landscape, where satisfaction is also reflected in the digital world, we’ve come to understand the major role that the entertainment department can play in boosting a tourist establishment’s online reputation.

We know that an unforgettable holiday doesn’t rely solely on good service, but also on experiences that leave a lasting impression. An exceptional entertainment programme can turn an ordinary stay into a truly memorable holiday. Well-planned activities, fresh and exciting shows, programmes tailored to different guest profiles… every detail contributes to a positive perception.

Entertainment’s role in online reputation: our commitment and strategy

At Acttiv, we’re committed to innovation in tourist entertainment and constantly seek new ways to delight guests—something that directly improves an establishment’s online reviews and ratings. We firmly believe that by enhancing the guest experience through entertainment, we’re not only boosting satisfaction, but also helping to build a stronger future for every hotel and resort we work with.

Reputation is born from meaningful human interactions. At Acttiv, we specialise in connecting with people.

The entertainment team spends more time in direct contact with guests than almost any other department. In fact, our Easter 2024 Guest Experience and Entertainment Management Report revealed that animators dedicate 79% of their working hours solely to guest-facing tasks. That’s 47 minutes of every hour focused entirely on interacting with travellers. This is precisely why entertainment teams have such a powerful impact on the guest experience—and why they carry a major responsibility: making sure that those (mostly positive) experiences are reflected in comments, reviews and ratings online.

What are we doing to make it happen? The Acttiv and Review Pro partnership

In an increasingly connected world, we at Acttiv are fully aware of the importance of generating positive reviews. That’s why we’ve set to work in the field we know best: tourist entertainment. We firmly believe in the strategic value of integrating entertainment teams into the achievement of online reputation goals. In fact, early studies carried out with some of our client hotels show that entertainment ranks among the top three departments generating the most mentions.

Within this context, we’ve launched a strategic internal project that cuts across our entire structure, aiming to better orient our teams towards this goal and provide them with the tools they need to achieve it. How?

• By creating and developing activities that encourage positive guest reviews, helping to improve our clients’ reputation and visibility on OTAs.
• By implementing key indicators that help us anticipate underperformance and facilitate ongoing monitoring of scores in each establishment.
• By exploring the strategic value of collecting and integrating data through technology—helping us deepen our insights and streamline the work of heads of entertainment and area coordinators when gathering guest feedback.

To achieve all of this, we’ve begun a partnership with Review Pro, the leading guest experience management software. This collaboration allows us to explore data more thoroughly, from a new perspective, and to identify strategic lines of action that will support our clients’ positioning and online reputation goals. With the insights provided by the tool, we’ll be able to analyse the performance of the entertainment department while taking into account all the factors that may influence the results.

What are we aiming for?

• To positively increase online reputation.
• To reorient entertainment based on guest needs. “It’s not about what I think, but what the guest truly wants.”
• To have a clear and solid strategy that helps the management team identify key milestones.

What’s our plan?

• To create a data dashboard that provides heads of entertainment and leisure managers with real-time insights on guest comments, along with clear indicators to guide improvements or necessary adjustments.
• To develop specific actions that encourage guests to leave new reviews, consistently and repeatedly, to boost positioning.
• To launch targeted training for entertainers to help them generate feedback in a professional and ethical manner, aligned with the values and strategy of each establishment.

This joint analysis of guest feedback and data between Acttiv and Review Pro will allow us to implement targeted, strategic actions. It ensures a comprehensive, ethical and effective approach to help tourist establishments achieve and maintain an excellent reputation in today’s highly competitive hospitality market.