Case Study: Dorint Hotels & Resorts manages guest feedback at scale with Customer Alliance

Dorint Hotels & Resorts manages 118,000+ guest reviews in 2025 with Customer Alliance

Dorint Hotels & Resorts, a leading hotel group with around 60 properties across Germany, Austria, and Switzerland, faced the challenge of managing its online reputation and guest feedback across a fragmented landscape of review portals. Without a centralized system, each property had its own process, making it difficult for headquarters to compare performance or maintain consistency. To solve this, they turned to the vendor Customer Alliance and its reputation management platform.

Customer Alliance provided a central operating system that enabled local ownership of review responses with central quality control and reporting. The solution included a unified Review Stream inbox and automated post-stay surveys. As a result, Dorint responded to over 118,000 guest reviews in 2025 and achieved a breakfast CSAT score of 90.3% across the group. The partnership, which has lasted over 13 years, gives headquarters the visibility needed to steer performance while allowing individual properties to maintain their operational focus.

Dorint Hotels & Resorts