Case Study: Solotel Group achieves stronger online reputation and 129% more customer feedback with ReviewTrackers

How This Hospitality Brand Mastered Online Reputation Management

Solotel Group, a hospitality operator with 26 venues across Sydney and Brisbane, needed to strengthen its online reputation and generate more social proof for new and existing locations. Working with ReviewTrackers, the team focused on improving how it captured and managed customer feedback, especially in a competitive market where reviews strongly influence guest decisions.

ReviewTrackers helped Solotel Group implement post-booking microsurveys and a review-response process led by general managers, making feedback collection easier and more actionable. The results were significant: review volume increased from 4,138 in 2021 to 9,384 in 2023, a 129% uplift, giving Solotel more reliable customer insights and helping it improve operations and guest satisfaction.

Solotel Group