One of the things we enjoy the most at ReviewPro is hearing how clients use our solutions to solve challenges and improve the guest experience at their properties. Last year we saw a huge range of use cases from independent hotels to well-known brands, all using tools to improve the operations of their properties with great results.
Coronado Luxury Club & Suites
Coronado Luxury Club & Suites is a five-star luxury property located on Playa Coronado near Panama City. The resort takes pride in providing first-class amenities and superb guest experience, a major reason why the brand began actively managing its online reputation using ReviewPro in March 2018. With the help of one of our customer success coaches and the Impact Analysis functionality within the Semantic Analysis tool, the brand managed to identify some areas of improvement, and follow through with great results.
If you’re struggling to keep up with responding to Google reviews, and you’ve noticed the recent spike, you’re not alone. A ReviewPro analysis found that Google reviews increased by 309% from 2016 to 2017 and by an additional 114% from 2017 to 2018. Find out how iconic brand Jurys Inn manages this stream of feedback by setting clear strategy with guidelines for staff, analysis, and not forgetting to measure performance.
People are “the most important asset” at Swiss-Belhotel International, that’s why the brand has adopted ReviewPro for guest feedback management and incorporated it into the day-to-day life of its management teams. The brand has created its own internal leader board to motivate staff and encourage use of the tool – it wants to ensure that guests who take time to leave online comments are rewarded with an answer. We couldn’t agree more!
H Resorts is a luxury property located in the tropical paradise of the Seychelles, and it knows that in order to provide true service excellence it needs to listen to and act upon guest feedback. The property uses the Online Reputation Management (ORM) solution, plus in-stay and post-stay Guest Satisfaction Surveys (GSS) to provide a combination of proactive and reactive guest service. It also employs the Auto Case Management (ACM) solution to ensure guest complaints are never overlooked, and issues are properly registered and dealt with.
Sunrise Premium Resorts & Spas
Sunrise Premium Resort & Spas is pioneering the use of the webchat feature of Guest Messaging Hub. The aim? To make guest communication fluid and convenient, increase direct bookings, boost upsell, and increase revenue. They have managed to tranform how they interact with guests both pre-stay and during their visit.
Hotel Corallo Sorrento
Guests come first at Hotel Corallo Sorrento. Antonello Assante, the Hotel Manager, starts his day by reading any new feedback that has come in over breakfast and programming face to face meetings with guests for when he arrives at the hotel. Antonello receives an alert on his mobile via the ReviewPro app when new survey responses come through, and he often responds within minutes. He’s been rewarded with some amazing results.
Room Mate Hotels
When your philosophy states that your clients are “more than guests, they are roommates”, guest feedback is your best friend. Room Mate Hotels has a clear, friendly and honest approach to its guests, and communication in the form of online reviews has been at the heart of its operations for over a decade. Find out more in this Q&A with the brand’s Operations Manager.