Case Study: Olivia Plaza Hotel improves guest satisfaction and breakfast offerings with ReviewPro

Olivia Plaza Hotel - Customer Case Study

Olivia Plaza Hotel, a four-star luxury hotel in Barcelona, wanted a better way to keep up with the growing impact of online reviews and guest feedback. The team found that checking reviews only once a month was no longer enough, especially as guests booking through OTAs had higher expectations and often shared complaints only after their stay. They turned to ReviewPro’s guest intelligence platform, including online reputation management and semantic analysis, to monitor feedback more efficiently.

With ReviewPro, Olivia Plaza Hotel was able to review online comments daily, track its Global Review Index and departmental scores, and respond faster to guest concerns. The hotel also used ReviewPro’s semantic analysis to identify recurring issues such as street noise and breakfast dissatisfaction, then made targeted improvements like adding more variety and hot dishes. As a result, negative reviews decreased significantly, service ratings improved considerably, and the hotel saw more positive breakfast comments and higher overall rankings.

Olivia Plaza Hotel

Ricardo Samaan

Revenue Manager