Case Study: Coronado Luxury Club & Suites boosts online ratings with ReviewPro

Coronado Luxury Club & Suites Uses Surveys to Boost Online Ratings by over 20% in 7 Months

Coronado Luxury Club & Suites, a five-star resort near Panama City, wanted to strengthen its online reputation after discovering its Global Review Index™ (GRI) was relatively low. Working with ReviewPro, the hotel identified weak spots across areas like food and drinks, service, staff, and entertainment that were hurting guest sentiment and overall ratings.

ReviewPro implemented its Guest Survey Solution (GSS) alongside online reputation management tools to gather deeper guest feedback, trigger follow-up questions, and help staff respond faster. By reviewing survey results in weekly team meetings and making operational changes, including improvements in F&B, Coronado Luxury Club & Suites raised its GRI by 20.8% in seven months, from 67.9% to 88.7%, while reducing negative mentions and improving several key categories.