Case Study: Northland Properties improves guest feedback insights with Alchemer

Identifying trends in guest feedback quickly and easily

Northland Properties, a Canadian hospitality and entertainment group managing 250+ locations, needed a faster way to make sense of the hundreds of guest reviews it received each month. The team struggled to identify key themes quickly enough to respond effectively and engage guests across its hotel, restaurant, resort, and lifestyle brands. Alchemer, formerly known in the case study as Chatmeter, provided the analytics support they needed, including AI-driven insights and reporting tools.

Using Alchemer’s AI-powered dashboards and Pulse AI: Signals, Northland Properties could surface major trends by location, region, and brand, and answer critical questions about guest experience more efficiently. The result was improved ability to close the loop on feedback, support future bookings and repeat stays, and strengthen guest loyalty. The case study also highlights that the solution helped improve NPS, though no specific numeric lift was provided.

Northland Properties

Richard Clarke

Senior Manager