Client Overview: A luxury hospitality chain in Dubai dealing with repeated negative reviews and poor public perception on social platforms.

Challenge: Social sentiment was dropping due to staff issues and a viral incident. Negative TripAdvisor and Google reviews were going viral, threatening corporate bookings.

Strategy: Implement a reputation rescue plan focused on digital monitoring, positive storytelling, and online engagement.

Execution:

• Deployed a team for 24/7 review response and social community management.
• Launched a behind-the-scenes series on staff culture and guest experience.
• Invited food critics and lifestyle bloggers for redemptive reviews.
• Activated paid media to promote positive guest stories and milestones.

Results:

• Negative reviews dropped by 40% in 30 days.
• Google rating improved from 3.8 to 4.5.
• 18 pieces of positive media coverage within 6 weeks.
• Corporate bookings increased by 22%.

Services Used: Reputation Management | Hospitality PR | Online Review Strategy | Community Engagement