Case Study: Edwardian Hotels London improves guest feedback segmentation with ReviewPro

How Edwardian Hotels London Uses PMS Filters to Segment Feedback From its Corporate Clients

Edwardian Hotels London, a stylish collection of 4- and 5-star hotels in London and Manchester, needed a better way to understand and protect the loyalty of its corporate accounts. Using ReviewPro’s Guest Satisfaction Surveys (GSS) alongside PMS data, the team was able to segment feedback by guest attributes and uncover a satisfaction drop among a top tech client, driven by complaints about a lack of public workspaces.

ReviewPro helped Edwardian Hotels London analyze feedback from corporate tech guests and use those insights to adjust a planned refurbishment at Radisson Blu Edwardian Bloomsbury Street Hotel, adding more public spaces. This change helped the sales team re-engage the client and identify opportunities with other tech companies, though the post-refurbishment metrics were slightly lower than before: GSS 8.25 vs. 8.29, GRI 87.4% vs. 88.1%, and NPS 37.51 vs. 41.87.

Edwardian Hotels London

Kris Leszczynski

Group General Manager, Service Operations