Case Study: The Ampersand Hotel achieves top TripAdvisor rankings and increased guest reviews with Cendyn's Guestfolio CRM

The Ampersand Hotel - Customer Case Study

The Ampersand Hotel, a boutique independent property in South Kensington, London, needed a way to consistently personalize guest service and capture preferences—particularly for bookings made through OTAs—and to improve pre-, during- and post-stay communication. To address this, The Ampersand Hotel implemented Cendyn’s Guestfolio CRM to centralize branded emails, pre-arrival questionnaires and post-stay surveys.

Using Cendyn’s Guestfolio CRM the hotel launched branded pre-arrival surveys, guest profiling and automated review requests, enabling staff to tailor stays and respond personally to feedback. The results include a 28% survey response rate, nearly 3 out of every 4 TripAdvisor reviews coming via Guestfolio, a TripAdvisor ranking above 95% of local hotels, and TripAdvisor reviews generated through Guestfolio scoring 9% higher than direct reviews.

The Ampersand Hotel

Tracey Hewitson

Assistant General Manager