Case Study: Royal Cliff Hotels Group boosts guest satisfaction and occupancy with ReviewPro

Royal Cliff Hotels Group - Customer Case Study

Royal Cliff Hotels Group, one of Asia’s most award-winning hotel groups, needed a better way to manage the growing volume of guest feedback coming from online reviews, social media, surveys, and direct interviews. To protect its reputation and maintain highly personalized service across its large five-star estate, the group turned to ReviewPro and its web-based reputation management and guest survey tools.

ReviewPro helped Royal Cliff centralize and monitor feedback, create real-time alerts, filter and organize reviews by source and sentiment, and track performance with the Global Review Index™ (GRI™). The result was faster issue resolution and stronger guest satisfaction: occupancy rose from 65% to 80% since the company began using ReviewPro in 2012, average daily rates increased, and the hotel’s low-season GRI improved by nearly 10% in one year.

Royal Cliff Hotels Group

Vitanart Vathanaku

Executive Director