Archipelago International and ReviewPro Partner to Automate Service Recovery

Iconic hotel group upgrades guest feedback management solution to provide remarkable guest experiences across its portfolio.

Barcelona, May 11, 2021: Archipelago International, Southeast Asia’s largest privately owned and independent hotel management company, has partnered with ReviewPro, world leader in guest intelligence solutions, to automate guest feedback management and improve the guest experience at its properties. The hotel operator recognizes the need to automate the detection, escalation, and resolution of guest needs, specifically while the guest is still on site.

Press Release

Archipelago International recently implemented three of ReviewPro’s guest experience management solutions: Online Reputation Management (ORM), Guest Satisfaction Surveys (GSS), and Auto Case Management (ACM). The implementation of an in-stay guest survey, plus the automation and cascade rules provided by ACM, has allowed the brand to respond immediately to guest needs while still on site and ensure no client leaves unhappy. This not only improves guest experience but maintains the brand’s excellent online reputation.

In a study by ReviewPro, guests who had a complaint and then had it resolved while still on property, showed higher satisfaction than those who did not have any complaints during their stay.

“An in-stay guest feedback solution helps us to not just react but to act proactively, which is something that helps you to stand out above your competitors by providing great guest experiences,” said Winston Hanes, VP of Operations at Archipelago International. “The switch from our old provider was made easy with the professional onboarding and ongoing support from ReviewPro staff, which lasted well beyond the sales process.”

“We are very proud to have Archipelago on board as clients. Our brands are very much aligned in being customer centric and focused on helping provide great guest experiences,” said Michael Kessler, CEO of ReviewPro “The brand is very well known in the industry for the strong offering and outstanding quality it provides. We look forward to being part of the success and expansion of Archipelago.”

Archipelago International was recognized in the 2020 Covid-19 crisis for its proactive approach to protecting staff and guests by implementing regular rapid testing for all employees. This industry pioneering move allowed the brand to not only maintain service but to actively increase trust and effectively respond to the crisis, resulting in significant increase of incremental revenue. Presently the group have 100% vaccination rate for staff at 26 of its hotels, with this number increasing daily.

About Archipelago International

Southeast Asia’s largest privately owned and independent hotel management group, operating over 150 hotels with a further 50+ under development across Southeast Asia, the Caribbean and the Middle East. Trusted hotels with a long track-record and 20,000 rooms in more than 60 destinations with brands including ASTON, Collection by ASTON, The Alana, Huxley, Kamuela, Harper, Quest, NEO, favehotels and Nordic. For more information visit www.archipelagointernational.com

About ReviewPro:

ReviewPro is the world leader of Guest Intelligence solutions, with more than 60,000 hotels in 150 countries. ReviewPro’s Global Review Index™ (GRI), the industry-standard online reputation score, is based on review data collected from 175+ OTAs and review sites in 45+ languages. The company’s cloud-based Guest Experience Improvement Suite includes Online Reputation Management, Guest Satisfaction Surveys, and Auto Case Management. ReviewPro also provides an AI-driven innovative Guest Experience Automation™ product to automate guest experience management for hotels. These tools and processes enable clients to prioritize operational and service improvements to deliver better guest experiences and increase guest satisfaction, online rankings, and revenue. For more information go to www.reviewpro.com

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