Case Study: Pestana Hotels & Resorts improves guest survey response rates with ReviewPro

How Portugal’s Biggest Hotel Brand Improved Guest Surveys

Pestana Hotels & Resorts, Portugal’s largest hotel brand, was struggling with long, low-response post-stay surveys that made it difficult to collect meaningful guest feedback across its 70+ properties. The company needed a better way to understand guest experiences in areas like housekeeping, front desk, restaurants, spa, and more.

Using ReviewPro’s Guest Survey Solution, Pestana shortened surveys, applied question logic to remove irrelevant questions, and integrated survey delivery with its PMS for timely distribution. ReviewPro also enabled automatic alerts and ticketing for low scores, helping staff respond faster and build a more guest-centric culture while improving survey response rates and making feedback easier to act on.

Pestana Hotels & Resorts

Claudia Flacho

Business Revenue Intelligence Analyst