Case Study: Beachcomber Resorts & Hotels boosts guest satisfaction and Value Index with ReviewPro

How Beachcomber Increased its Value Index by Acting upon Guest Feedback

Beachcomber Resorts & Hotels, a Mauritius-based collection of resorts and hotels, wanted a better way to monitor online reputation and guest satisfaction across properties at both a micro and macro level. To address this challenge, the company turned to ReviewPro’s Online Reputation Management (ORM) solution and Guest Survey Solution (GSS) to gain deeper insight into guest feedback and benchmark performance across its resort portfolio.

With ReviewPro, Beachcomber deployed quality managers to review guest feedback daily, follow up on issues quickly, and use regular reports to drive improvements across properties. The results included more stable scores, a 0.7-point increase in the GRI™ score to 91.3% after six months, departmental index gains of 0.6 to 7.4 points in Q1 2019, and a notable 7.4-point rise in the challenging “Value” index.

Beachcomber Resorts & Hotels

Jason Hardy

Head of Quality Assurance