Our most recent client case study analyzes how Prima Hotels in Israel uses our Online Reputation Management solution to drill down on the detail within specific departments to identify where they need to make improvements to exceed guest expectations.
The brand believes that each guest is distinct and original, each in search of a unique experience. However, being unable to pinpoint departmental issues or know where to focus efforts was one of the main challenges the team at Prima Hotels faced. As a result, they decided to partner with ReviewPro in June 2014 to help prioritize operational and service improvements across their 13 properties.
ReviewPro’s Semantic Analysis, which evaluates positive and negative sentiment of mentions related to guests’ experiences across more than 450 concepts, makes it easy for hotels to find and report issues that would otherwise be difficult to identify. Since using ReviewPro, Prima Hotels has seen a number of positive results including improved service and product offering, enhanced positioning relative to competitors and increased efficiency responding to reviews.
Deena Moskowitz, Guest Relations Manager at Prima Hotels said, “Not only does ReviewPro allow us to access comprehensive insight, the team of experts are constantly on hand whenever we need them. They always do whatever they can to help us exceed guest expectations. ReviewPro’s Online Reputation Management solution is a great way for us to figure out new ways of doing things within our group of hotels and we have made a series of important improvements as a result. The competitive intelligence enables us to stay on top of our game – you don’t want to play tennis with someone who’s worse than you or you won’t get better.”