Case Study: Swiss-Belhotel International boosts guest feedback management with ReviewPro

Swiss-Belhotel International Prioritizes User Engagement

Swiss-Belhotel International, a global hotel management group with more than 145 properties, needed a better way to manage guest feedback and turn online reviews into actionable service improvements. The company adopted ReviewPro’s guest feedback management tools, including Online Reputation Management (ORM) and Guest Satisfaction Surveys (GSS), to make review handling part of daily operations.

With ReviewPro, Swiss-Belhotel International implemented a structured response process, mandatory team usage, training, KPI follow-up, internal performance reporting, and recognition for top-performing hotels. This improved engagement and drove measurable results, including strong 2018 performance in GRI, management response rates near 100% at top hotels, and notable year-over-year GRI gains such as Swiss-Belhotel Segara’s +10.94% improvement.