Fairguest

The FairGUEST tool was developed by the Raccourci agency, specialized in e-tourism, in collaboration with tourism institutions.

FairGUEST is an online review aggregator that enables :

• Visitors: to find out the ratings of local establishments and consult the reviews submitted.
• Professionals: to manage the e-reputation of their establishment(s) thanks to the data collected.

FairGUEST aggregates reviews and calculates an average rating
Whether it’s an accommodation, restaurant or activity provider, the tool aggregates all reviews posted on over 20 platforms such as Google, Booking or TripAdvisor. Based on all these reviews, FairGUEST compiles an average rating for each establishment.

FairGUEST generates customized dashboards
All the data collected by FairGUEST is centralized in the tool. Tourist Offices and professionals can access this data by consulting their dashboard and accessing their FairGUEST pro space.

This tool, developed for tourist destinations, has been available on the Marseille Tourist Office website since June. For several months now, it has been possible to see the average rating of each establishment listed on the site. To date, FairGUEST has been deployed on hotels, residences and restaurants in Marseille.

For an average to be calculated and appear on the site, it is necessary to :

• be listed on at least one review platform
• A minimum of 10 reviews over the last 36 months

A few years ago, the world of travel was turned upside down with the emergence of review sites. The logic is simple: a traveler books a service, rates it and leaves a comment. The aim? To advise future vacationers or locals on their stay, whether it’s for accommodation, a restaurant or an activity. These ratings and reviews are perceived as a guarantee of quality.

This trend has accelerated with the multiplication of the offer. In fact, while word-of-mouth used to be the main source of recommendations, it has become faster and more digital, prompting companies to manage what is known as e-reputation or online reputation.

Managing your reputation means considering your customers in the post-experience phase, taking their opinion into account and using it to improve. It’s also a way of building loyalty and encouraging future customers to choose “my” establishment or “my” experience.

FairGUEST is a management and continuous improvement tool that helps professionals manage their online reputation through daily updated dashboards.
These dashboards are accessible via a management interface, which you alone can access.

It enables you to :

• Analyze your establishment’s data: track customer satisfaction levels, average rating trends, themes and satisfactions raised by your customers, number of reviews submitted, country of origin of holidaymakers, etc.

This data will enable you to identify your strengths and areas for improvement, so that you can implement concrete actions within your establishment.

• Respond to reviews: One of the key factors in managing your e-reputation is the time you spend managing reviews. FairGUEST enables you to respond directly to reviews aggregated on different platforms in a single tool.
  Whether positive or negative, taking traveler reviews into consideration gives you control over your reputation, and provides answers to vacationers’ questions.

Whether they are positive or negative, taking travelers’ opinions into consideration allows us to keep a close eye on their reputation and provide answers to vacationers’ questions.

The FairGUEST project is aimed at all service providers in Marseille. In addition to the hotels, residences and restaurants we have already connected, the Marseille Tourist Office is gradually planning to extend the project to activity providers and cultural sites.

From December 2023, specific support will be offered to hoteliers in Marseille. This will be followed by other types of establishments that currently have no tools for managing their e-reputation.