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Published April 16th 2014

Accommodation Booking Website Uses Social Listening To Improve Customer Service

To add to the catalogue of content Brandwatch are publishing this month relating to the Travel and Leisure industry, we wanted to share the wonderful success our client LateRooms.com has quite rightfully earned.

LateRooms.com are the UK’s leading hotel booking specialist.

At the recent British Travel Awards LateRooms.com came first place in the Best Online Hotel Booking Company category, a prize they also won back in 2012. LateRooms.com continues to reign supreme.


Hotel Experts With A Smart Approach To Social


The Travel industry has embraced the technological world with sunkissed arms.

From online bookings, review sites and blogs to online travel publications, the world wide web is a vast ocean of travel conversation, knowledge and advice.

Monitoring this volume of conversation and online data is essential to any travel organization’s success in a highly competitive market.

‘We needed a tool that would provide accurate, real-time data to complement our customer service’ said Rich Kemp, Social Media Manager at LateRooms.com.

LateRooms.com were looking for a powerful social media monitoring solution to help them on their quest to offer exceptional customer service. Brandwatch Analytics was the obvious choice.

‘Brandwatch was the easiest to use of the tools we trialled and provided the most actionable and insightful data’ said Kemp.

Since partnering with Brandwatch LateRooms.com have seen tremendous results.


Key Results


  • Delivered outstanding customer service

  • Developed a pioneering hotel booking social initiative

  • Identified valuable affiliate marketing opportunities

Download the case study to find out how.

Exceptional Customer Service


Brandwatch Analytics provides fast and comprehensive coverage of the social web.

The ability to listen to any issue that may arise from disparaging customers allows LateRooms.com to quickly and effectively respond on social in a matter of seconds.

They are now masters at averting potential crises before they escalate, as so often happens via social media.

Formula for Forums


Forums play a huge role in the Travel industry. They are especially influential to potential holidaymakers.

Brandwatch Analytics offers powerful filtering by page-type, allowing LateRooms.com to focus on forums how and when they want to.

Brandwatch also provides influence metrics for each forum site, which allows LateRooms.com to easily identify the value of a conversation in a particular thread.

At Your Service


Monitoring online conversation using Brandwatch Analytics allows LateRooms.com to spot opportunities to join in a conversation.


Conversing with potential customers led LateRooms.com to set up the Concierge Service.

The Concierge Service responds to any tweets, Facebook posts or Google+ page posts with advice on the the hottest deals and top travel tips.

“Of all enquiries the concierge service deals with, a stunning 30% go on to become sales – with that statistic, it’s not hard for the team to prove solid ROI on social media” said Kemp.

Download the case study to read more


Offering exceptional customer service has seen LateRooms.com win numerous industry awards.

The partnership with Brandwatch Analytics goes from strength to strength.

‘I’m a big fan of Brandwatch – Their excellent technical support is coupled with an extremely efficient product that gives you everything you could want from a social media monitoring tool.’ – Richard Kemp Social Media Manager, LateRooms.com.

Want success akin to LateRooms.com? Get in touch and we’ll show you how it’s done.

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