Case Study: Fairmont Beijing achieves a 50% reduction in negative reviews with Local Measure Pulse

How Fairmont Beijing Reduced Negative Reviews by 50%

Fairmont Beijing, a luxury hotel in Beijing, faced a challenge: guest feedback arrived only after check-out and was often anonymous, preventing staff from addressing issues in real time. To solve this, they partnered with Local Measure and deployed its Pulse real-time feedback tool to capture guest sentiment during their stay.

Local Measure’s Pulse was implemented within a day via a Wi‑Fi redirect that prompts guests to tap a 1–5 rating (and add comments for negative responses), with all responses visible in a Local Measure dashboard and routed into Fairmont’s Royal Service workflow. The program cut negative reviews by 50%, allowed the team to turn about three negative experiences into positives each week, and improved the year-to-date customer satisfaction score by 0.31.

Fairmont Beijing

Yumi Yu

Guest Experience Manager