Case Study: Radisson Hotel Group cuts review response time in half with ReviewPro

How Radisson Hotel Group™ Cut Review Response Time in Half

Radisson Hotel Group, one of the world’s fastest-growing hotel companies, needed a better way to manage and respond to the volume and complexity of online guest reviews across its many brands and properties. To address this challenge, the company implemented ReviewPro’s Guest Intelligence Suite, including Online Reputation Management, Guest Satisfaction Surveys, and later Auto Case Management (ACM).

ReviewPro helped Radisson Hotel Group automate review case creation, assignment, and escalation across 364 properties in EMEA, with rules for negative reviews and a 48-hour GM response window. The results were strong: 8,429 cases were created, response ratio increased from 82% to 92%, and average response time dropped from 6.3 days to 3.0 days, effectively cutting review response time in half.

Radisson Hotel Group

Cristina Serra

Vice President Guest Experience & Product Development