Ava hotel Athens

1. Ava hotel Athens Analysis of reviews posted on Tripadvisor

2. Introducing As a team of business consultants, we were assign to analyze the reviews of a website called “Tripadvisor”, for the “Ava Hotel Athens” All the strengths and weaknesses mentioned in this presentation, are based exclusive on the reviews of the users of the “Tripadvisor”

3. General strengths and weaknesses • Ava hotel reviews and ratings are very high. Is the number 1 hotel ranked in Athens among 292 others • 799 visitors of the hotel, posted review and rate on www.tripadvisor.com • Within the 799 reviews, there were: • 4 reviews that classified the hotel “Terrible” • 4 reviews that classified the hotel “Poor” • 8 reviews that classified the hotel “Average” • 96 reviews that classified the hotel “Very good” • 687 reviews that classified the hotel “Excellent”

4. General strengths and weaknesses Weaknesses: In some cases the users mentioned that: • The hotel doesn’t worth the money • The service is not appropriate for a four-star hotel • There is not enough staff working • The views are not the same as claimed Strengths: In some cases the users mentioned that: • Small hotel that allows the personal touch • The hotel offers warm welcomes • The rooms are big, luxurious and spacious • Very convenient location for all touristic sites and centre of Athens • Some users refer to it as “Heaven on earth” • The staff of the hotel is very friendly

5. Reservations • Some visitors booked two nights, then added another two nights on the booking and finally cancelled the two extra nights five days before the check-in. When they arrived at the hotel, they were told that they would be charged extra cost for the cancelation. • The hotel manager, commented this review and claimed that the visitor was fully aware of the extra charge when he cancelled the extra days. He also claimed that although that the visitor knew about the extra charge, he acted aggressively and abusively.

6. Front desk/Reception • There is not concierge service. • Solution:The hotel management could make a small concierge sector or if there is one, the management should make it work better. • The reception is not taking visitors requests seriously. • Solution:The hotel management should consider train the reception staff to be more visitor friendly.

7. Decoration • The rooms are different from the photos shown at the website of the hotel. The lobby which is done in a homely style, a cheap paneling of wood on the wall with a glittering floor. • Solution:The management of the hotel should consider to change the photos and put some more realistic photos. Also it could make a small renovation of the lobby.

8. Room Service • The hotel lacks cleanliness and the common areas are not maintained very well. • Solution: The manager of the hotel should be more strict with the cleaning service. • The rooms are relatively large but not very well proportioned and the bath is really small. The shower cabinet is very uncomfortable. • Solution: The owners of the hotel, because the hotel is small, could consider doing a renovation.

9. Facilities • There is no spa, no gym, no restaurant, no rooftop terrace with acropolis view to enjoy cocktail before diner, no any restaurants • Solution: the hotel management should inform their customers on the tripadvisor website that their no any of the above facilities. • Free internet access throughout and plenty supply of room amenities like tea/coffee

10. Conclusion • Although that the hotel has very good reviews it lacks in some departments. If the hotel management follow the above solution that we gave as a group then it will improve as the maximum. • Remember: Although the hotel will improve there will always be unhappy customers.

11. Thank you for your time