Case Study: The Mandala Hotel improves guest experiences with Customer Alliance

How The Mandala Hotel leverages the instant survey to improve guest experiences

The Mandala Hotel, a luxury hotel in Berlin, wanted to keep guest experiences exceptional across its restaurant, bar, spa, suites, and other services. To stay competitive and better understand guest needs, it worked with Customer Alliance to improve feedback collection throughout the guest journey, not just after checkout.

Customer Alliance implemented a mix of post-stay and in-stay questionnaires so The Mandala Hotel could gather timely, actionable feedback and respond to issues before guests left. The results were strong: 6,687 guests were invited during their stay, the satisfaction index reached 94.32% during the stay and 92% post-stay, with 6,402 positive responses, 246 neutral, and 39 negative.

The Mandala Hotel