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Service Recovery
Opportunities

Turn unhappy guests into loyal guests by solving their issues while they are still on-site.

SEE HOW
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Winston Hanes, COO, Archipelagoicone video play reviewpro solutions for hotels
https://www.youtube.com/embed/3KFHW-PT9lg

Archipelago International Hotels & Resorts

Winston Hanes - COO

“Some of your worst complaining guests can become your most loyal guests if you just get to them quickly, and you sort out the issues professionally.”

Hotel Corallo Sorrento logoicone video play reviewpro solutions for hotels

Corallo Sorrento

Antonello Assante - Hotel Manager

“Once guests are gone, it is too late and there is nothing we can do to change their experience. Complaints are an opportunity to help. But this only counts if they are still with me and I can do something about it”

How we support you

BOOK A DEMO
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In-stay surveys

Check in with your guests to capture any issues while your guest is on-site and fix them before they leave to prevent negative reviews.

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Guest messaging

Provide multiple ways for your guests to contact you while on property, report any problems, and resolve them quickly and efficiently.

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Outbound communication

Proactively reach out to your guests via SMS or WhatsApp to see how their stay is going, to ensure no issues or problems go unreported.

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Case management

Guarantee follow-up on guest complaints by setting up automated cases and alerts. Staff can receive the alerts via a mobile app to ensure issues are dealt with promptly and when the guest really needs it.

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Escalation rules

Alert higher management when case deadlines are not met by the team or person in charge, ensuring no guest is ever left hanging and managers have full visibility.

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Third-party integrations

Connect our case management system with your other task management platforms, to see and update your guest feedback follow-up from one platform.

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image reviewpro solutions for hotelsicone video play reviewpro solutions for hotels

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.

“.”

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Winston Hanes, COO, Archipelagoicone video play reviewpro solutions for hotels
https://www.youtube.com/embed/3KFHW-PT9lg

Archipelago International Hotels & Resorts

Winston Hanes - COO

"We’re seeing an amazing increase in how quickly and how well our GM respond, thanks to Case Management. We’ve increased our management response rate by over 46% compared to last year."

Service recovery opportunities

Supported by our guest experience solutions

Hotel Reputation

Analyze, understand, and measure online reputation results using the Global Review Index™️, a proprietary algorithm based on data collected from 45 languages across 140 review sites. Benchmark competitors, make data driven decisions, and watch your reputation and revenue grow.

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Guest Surveys

Fully customizable surveys that gather the data you need to make smart operational decisions. Collect information via in-stay or post-stay surveys at any stage of the journey, via any device. Gain valuable insights by filtering your results based on PMS filters, and analyze the feedback with powerful sentiment analysis technology.

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Case Management

Configure custom alerts to inform the correct department of any issues in real-time and drive service excellence with timely responses. Create custom workflows and escalation rules that afford full visibility for staff and management, ensuring delivery of KPIs, and supporting business goals.

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Guest Communications

Deliver the next generation of guest experience by facilitating fluid, open communication with your guests on the channel of their choice. Ensure that messaging is scalable with an AI-driven chatbot and automation. Data analysis provides full visibility on what’s driving operational success at your property.

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Guest Experience Platform

Our powerful guest experience platform allows you to aggregate, view and manage all your guest feedback and competitors’ data in one central dashboard, so you can make data driven decisions and collect fresh information at key touchpoints across the guest journey whether that is in the form of a review, survey response, or messages.

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PRODUCTS

Guest Experience PlatformHotel ReputationGuest SurveysCase ManagementGuest Communications

BENEFITS

Better guest reviewsData driven decisionsHigher guest satisfactionOperational efficiencyA Guest centric cultureService recovery opportunities

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