Case Study: Minor Hotels boosts guest satisfaction with ReviewPro

How Minor Hotels Combined Effective Tools and Processes to Increase Guest Satisfaction

Minor Hotels, a global hospitality company with eight brands across 53 countries, needed a better way to identify guest issues in real time and improve service recovery across its properties. To support this goal, the company partnered with ReviewPro and used the ReviewPro Guest Experience Improvement Suite™, including Online Reputation Management (ORM), Guest Satisfaction Surveys (GSS), and Auto Case Management (ACM).

ReviewPro helped Minor Hotels automate in-stay and post-stay feedback workflows, route cases to the right teams, and enforce fast response times through clear SOPs and property-level accountability. As a result, Minor Hotels achieved a 14% increase in NPS, a 1.3-point rise in GRI™, and a 30% improvement in management response time for detractor feedback, alongside stronger guest satisfaction and loyalty overall.

Minor Hotels

Dillip Rajakarier

Chief Executive Officer