Case Study: Prima Hotels achieves improved guest satisfaction with ReviewPro

How Prima Hotels Israel Uses Semantic Analysis to Drive Departmental Improvements

Prima Hotels Israel, a group of 13 lifestyle hotels, wanted a clearer way to pinpoint departmental issues and understand what guests were saying across its properties. To address this challenge, Prima Hotels turned to ReviewPro and its Online Reputation Management solution, including the Semantic Analysis feature.

With ReviewPro, Prima Hotels was able to drill into guest feedback, identify operational problem areas, and benchmark performance against competitors. The chain made service and product improvements such as adjusting menus for guest profiles and adding omelet stations in Tel Aviv, while also speeding up review responses. Since implementing ReviewPro in 2014, Prima Hotels increased its response rate to almost 70% of reviews, up 9.5%, and improved its GRI™ from 77.2% in Year 1 to 80.1% in Year 3.

Prima Hotels

Deena Moskowitz

Guest Relations Manager