TripAdvisor US Article featuring The National Piping Centre

How one property got 40 reviews overnight

What one GM learned at a TripAdvisor seminar that had a dramatic impact on her business.

The National Piping Centre in Glasgow is Scotland’s home of bagpiping. It’s also home to The Pipers’ Tryst – an adjoining eight room hotel and restaurant. General Manager Gemma Cannon recently took some time from her hectic schedule at The Pipers’ Tryst to attend a TripAdvisor seminar. What she learned dramatically changed her business.

“We always thought we were using TripAdvisor in a proactive way. We knew how to write back to customers and say thank you, or to give our side of the story in a positive manner that reflects our business. But I had no idea about Review Express,” says Cannon. Review Express is a free tool that makes it easy to send recent visitors an email invitation to write a review on TripAdvisor.

After the seminar, Cannon and her team pulled together email addresses of guests who had stayed at The Pipers’ Tryst during the 2014 Glasgow Commonwealth Games. They sent a Review Express campaign to those guests, reminding them to write reviews. No one on Cannon’s team could have predicted the result:

“Overnight we gained 40 reviews. Before that we were getting one a fortnight – we only have eight rooms, after all. We didn’t realize that Review Express, with just a few clicks, would have such an impact. We always enjoyed ranking highly in the budget hotel category on TripAdvisor, which made us very proud. But now, of all hotels in the city, we’re number 11. We were all very surprised but delighted as well.”

A property’s first Review Express email campaign is often sent to a large group of past visitors and receives a substantial amount of reviews in response. After that, businesses tend to settle into more regular schedules – ideally sending Review Express campaigns once per week. This helps them drive a smaller but steadier number of reviews over time. Moving forward, Cannon plans to use Review Express on a regular basis to contact recent visitors and collect their reviews.
How reviews are used

Cannon and her team are always looking for ways to deliver the best of Scottish hospitality to guests – from the Scottish food and whiskey to the décor to the musical education. Reviews are a big part of that. Cannon says, “First we read the reviews and understand what people have written. We reflect back to the occasion they’re talking about. We try get back to them quickly with feedback, typically within two to four days. Then we take the reviews back to our management team meeting and use them to drive change.”

The Pipers’ Tryst is a non-profit organization and registered charity. Gains made from the hotel and restaurant are used to fund the musical education side of the business. Since money is tight for improvements on the hospitality side, Cannon and her team use the guests’ feedback to help prioritize the most important ones.
Reviews and bookings

The Pipers’ Tryst saw a 65% increase in bookings in August 2014 over the previous year. While this change can be partially attributed to events in the area like the Commonwealth Games and the Ryder Cup, Cannon also attributes the success to Review Express: “There’s an awful lot happening in Glasgow City Center, but Review Express has helped put us on the map as a good little independent business to visit. As a small company, it’s a great tool to have. It was quick and it helped.”

“We didn’t realize that Review Express, with just a few clicks, would have such an impact.” – General Manager Gemma Cannon, The Pipers’ Tryst

Spread the Love

Spread the Love

The National Piping Centre are sharing the LOVE this season with their new light-Up LED LOVE letters. These are the perfect finishing touch to any wedding and can be used both for the wedding ceremony as well as during the wedding breakfast and evening reception.

LOVE letters Soft

We’re offering FREE hire of these giant LOVE letters to any couple wishing to book a full package. Partnering with Make Believe Events these are sure to wow your guests and make your day one to remember!

Terms and Conditions:

  1. Only valid when full package is booked including ceremony, wedding breakfast and evening reception.
  2. Valid for weddings from May 2014 – Dec 2015
  3. Minimum guest numbers of 80 applies to receive this offer
  4. If the LOVE letters are unavailable due to high demand – an alternative will be offered

LateRooms.com Best Kept Secret Awards 2014

We’re entering into the LateRooms Best Kept Secret Awards 2014. This is a competition which is judged by YOU the customer! We’d be very grateful if you could nominate The Pipers’ Tryst via the link below for Best Breakfast and Best Service.

LateRooms.com Present The Best Kept Secret Awards 2014 - Nominate Us!

Nominate and you can be entered into a draw to WIN a 2 night stay at Chesford Grange, Warwick including dinner and breakfast at the hotel, a bottle of red wine and 2 passes to Warwick Castle.

Piper Hire Private Event

Wedding-Piper“Scotland’s Centre of Excellence for this great instrument”

Come along and meet our world class bagpipers.

Bespoke one-to-one meetings for bride and grooms to discuss your musical needs with our experts.
These popular events are held throughout the year at The National Piping Centre.

Refreshments provided whilst you chat!

EVENT DATES 2014

  • Sunday 14th September 12-4pm
  • Sunday 5th October 12-4pm

Please contact weddings@thepipingcentre.co.uk to make a one-to-one booking.

Aye Do Wedding Fair

We are delighted to announce we are the venue yet again being given the opportunity to host the Aye Thee Wed Wedding Shows this Sunday 19th January 12pm-4pm.

The show will feature some of Glasgow and Scotland’s best loved wedding suppliers in a bright and spacious venue. VIP entry will be available through many online outlets which includes an exclusive goody bag with freebies and a free glass of bubbly! General Entry is £2 per person which includes a donation to our charity partner Scottish Spina Bifida Association.

We’d would love to see some of our up an coming brides and also newly engaged couples starting out! We have a free code for some lucky couples. Please click link below for ticket information – our promotional code is Npc14free.

Click Here for Tickets

Christmas Opening Hours 2013

Monday 23rd
Tryst- Open as normal
Shop- Open as normal

Tuesday 24th
Tryst – 9am – 3pm
Shop – 9am – 2pm

Wednesday 25th
Closed

Thursday 26th
Closed

Friday 27th
Tryst- 12am – close
Shop- 12am – 5pm

Saturday 28th
Tryst- Open as normal
Shop- Open as normal

Sunday 29th
Closed

Monday 30th
Tryst- Open as normal
Shop- 9am – 5pm

Tuesday 31st
Tryst- 8am – 3pm
Shop- 9am – 3pm

Wednesday 1st January
Closed

Thursday 2nd January
Closed

Friday 3rd January
Tryst- Open as normal
Shop- Open as normal

Winner of Best All-Inclusive Venue in Glasgow

Results are out for the second Wedding Industry Experts Awards, and it is with great pleasure that we announce that The National Piping Centre won Best All-Inclusive Venue in Glasgow

Wedding Industry Winner

The awards are an annual competition recognizing some of the most popular wedding professionals at a local, national and international level. Voting commenced on April 23rd and concluded on April 30th.  This year wedding professionals from 29 countries participated in seventy categories.

We sincerely appreciate the support we have received from past and current clients, peers, family and friends. The National Piping Centre’s couples are very special to all of our staff and we always strive to give you the best day of your life on your wedding day. We are a venue with a big heart and truly appreciate the recognition that these awards have given us.

Thank you to everyone who voted for us.

Wedding at The National Piping Centre