Case Study: Corinthia Hotels improves online reputation with ReviewPro

How Corinthia Hotels Improved its Online Reputation by Responding to 92% of Guest Requests in Less Than One Hour

Corinthia Hotels, a global luxury five-star hotel group, needed a better way to anticipate guest needs, resolve issues quickly, and protect its online reputation. To support its high service standards, the company turned to ReviewPro’s online reputation management tools, including the Global Review Index™ and Guest Satisfaction Surveys.

ReviewPro implemented Guest Satisfaction Surveys and Auto Case Management to route guest feedback automatically, trigger rapid response teams, and escalate unresolved cases. In just three months, Corinthia Hotels achieved a 100% resolution rate, 92.5% of requests handled within the first hour, a 2.3% increase in the Service Index, and a 1% rise in the Global Review Index™.

Corinthia Hotels

Brian Pratt

Chief Officer - Distribution, Technology & Innovation