Case Study: Hotel Franz improves guest satisfaction and pricing with ReviewPro

How an Independent Hotel in Italy Uses Guest Intelligence to Drive Improvements

Hotel Franz, an independent 4-star hotel in Gradisca d’Isonzo, Italy, wanted a better way to understand what guests were saying beyond OTA and TripAdvisor reviews. The hotel turned to ReviewPro and its Guest Intelligence Suite, including Online Reputation Management and Guest Satisfaction Surveys, to measure guest feedback more deeply and use it to improve service and create a more guest-centric culture.

With ReviewPro, Hotel Franz began analyzing feedback daily, acting quickly on negative comments, and using sentiment insights to prioritize improvements across departments. The results included stronger staff engagement, fewer negative reviews, improved TripAdvisor performance, and a Certificate of Excellence for four consecutive years. Measurable gains included a 1.7% increase in GRI™, a 2.7% improvement in positive sentiment analysis, and an overall guest satisfaction score of 4.73/5, helping the hotel become the best-performing property in its competitive set.

Hotel Franz

Massimiliano Skocaj

General Manager of Hotel