Case Study: NH Hotels achieves real-time, review-driven decision-making with Google Cloud Platform

Hotel chain makes a reservation for the future with Cloud Platform

NH Hotels, a global chain with 400 hotels and 60,000 rooms across 29 countries, needed a mobile solution to capture, analyze and act on the growing torrent of guest reviews. Off‑the‑shelf tools were inflexible, lacked competitor benchmarking and caused slow development cycles, so NH engaged Madrid‑based Paradigma to build a tailored system.

Paradigma created Quality Focus Online and hosted it on Google Cloud Platform (using Cloud SQL and Compute Engine) to deliver fast multilingual processing and mobile reporting. The tool aggregates and analyzes over 200,000 reviews a year, is used by NH directors worldwide, and enabled rapid operational fixes (for example, adding Wi‑Fi and improving room insulation) that drove about 20% fewer negative reviews and faster, data‑driven executive decisions.

NH Hotels

Javier Mármol

Director