Case Study: Forte Village achieves faster guest issue resolution with ReviewPro Auto Case Management

How a Beach Resort Implemented Auto Case Management to Drive Service Excellence

Forte Village, a Sardinian beach resort with eight hotel properties, wanted to improve guest satisfaction scores and resolve issues raised in in-stay surveys or direct guest conversations before checkout. To better respond to feedback and manage follow-up efficiently, the resort worked with ReviewPro and its Online Reputation Management and Guest Satisfaction Surveys solutions.

ReviewPro implemented Auto Case Management (ACM) to automatically create, assign, and escalate guest issue cases to the right staff members and departments, with customizable workflows and notifications. The rollout streamlined internal processes and increased guest engagement, helping Forte Village close 43 of 53 cases in the first month, resolve more issues before checkout, and reduce negative online reviews.

Forte Village

Bruno Saragat

CRM Manager & Revenue Analyst