Case Study: Samuel Braun Hotels improves guest feedback management with ReviewPro

How one Hotel Group Set and Achieved Guest Feedback Management Goals

Samuel Braun Hotels, a privately owned hotel group based in Berlin, wanted a clearer way to connect online reputation with day-to-day hotel operations. ReviewPro helped the group bridge the gap between online and offline guest feedback, using its Guest Intelligence solutions to monitor the Global Review Index™ (GRI) and overall online presence across multiple channels.

With ReviewPro, Samuel Braun Hotels set goals for GRI, management response, and review volume, supported by Guest Satisfaction Surveys, weekly and quarterly reporting, a dedicated review response process, and a TripAdvisor Review Collection program. The impact was immediate: compared with the previous year, GRI rose by 2.7 points, management response increased by 44%, and review volume grew by 28%.

Samuel Braun Hotels

Tom Knizka

Revenue & E-Commerce Assistant