Case Study: glh Hotels boosts guest experience with ReviewPro

How one hotel brand puts guest experience at the heart of its business

glh Hotels, the Great London Hospitality brand operating 17 hotels and 5,000+ rooms across London, wanted to keep guest experience at the heart of its business while ensuring front-of-house teams had the tools and insights to respond quickly to guest needs. To support this goal, glh worked with ReviewPro, using its Guest Experience Improvement Suite™ to bring together guest intelligence, online reputation data, and satisfaction surveys.

ReviewPro’s solution gave glh the ability to monitor sentiment, gather in-stay and post-stay feedback, and automatically assign guest issues for fast resolution through Auto Case Management. The results were strong: 831 active users logged 200,000 clicks in the tool over 12 months, the group achieved a response rate of over 90% to more than 48,000 reviews, and guest insights directly informed company-wide improvements such as mattress upgrades, TV replacements, and the “Can do, Will do” service training program.

glh Hotels

Nadine Lee

Group Guest Service Manager