SMARTments serviced apartments in Germany has partnered with ReviewPro to improve the guest experience and secure repeat business from its corporate clients.
The group has a large volume of corporate accounts and is employing the ReviewPro Guest Satisfaction Survey (GSS) solution with PMS filters to ensure a deeper understanding of this segment and make the operational and service improvements needed to increase repeat bookings. It is also employing the Online Reputation Management (ORM) solution to monitor online reputation and set correct expectations for guests.
One of the reasons we changed to ReviewPro was the PMS filters functionality,” says Sophie Finck, Revenue & Reservation Supervisor. “It is vital to ensure that we are meeting the needs of our corporate clients and the PMS filter enables us to view their feedback, where they stayed, and for how long, alongside their reviews and ratings. This helps us to continue to meet their needs, securing loyalty and repeat business.”
PMS filters and post-stay surveys
The PMS filter integration offered by ReviewPro means that SMARTments can filter post-stay survey results by guest type, apartment type, as well as revenue data like total revenue or apartment rate. Being able to segment survey results for corporate clients enables a deeper understanding of what their specific needs are, make the improvements they require, and help to increase repeat bookings and secure of large contracts.
In-stay service recovery
The brand knows the value of rapid, in-stay service recovery and is using ReviewPro’s In-stay Guest Satisfaction Survey to check in with guests and during their stay. This allows staff to quickly react to any guest needs or issues while they are still in the apartment and is a crucial tool especially in the absence of on-site staff for the guest to turn to.
Setting expectations with online reputation monitoring
ReviewPro is also helping the brand to overcome the business challenge of setting expectations correctly in a non-traditional hotel environment. By monitoring online reviews, the brand can ensure they set expectations correctly by aligning their marketing message with the experience of the guests.
“Monitoring guest feedback continues to be the most efficient way of checking whether you are meeting guest expectations for all different property types within the hospitality industry,” says RJ Friedlander, CEO of ReviewPro. “The serviced apartments sector is booming, and we are happy to be supporting SMARTments with their consolidation and expansion as the brand continues to grow.”
About ReviewPro: ReviewPro is the world leader of Guest Intelligence solutions, with more than 55,000 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, Auto Case Management, and an innovative Guest Messaging Hub. The tools and processes that ReviewPro provides enable clients to prioritize operational/service improvements to deliver better guest experiences and increase guest satisfaction, online rankings, and revenue.