Case Study: National Hospitality Branding Company achieves 91%+ review response rate and 52% faster response times with ReviewTrackers

How This National Hospitality Brand Uses ReviewTrackers to Respond to Reviews and Act on Customer Feedback

This national real estate and hospitality company — an REIT that owns and operates 400+ properties across the US and Canada (279 residential communities and 147 resorts) — struggled to monitor and respond to diverse online reviews across multiple sites, with a fragmented response strategy and limited visibility into resident and guest experiences. Leadership needed a more efficient, centralized way to protect brand reputation and turn feedback into operational insights that drive occupancy, sales, and satisfaction.

After deploying ReviewTrackers (Review Alerts, Review Monitoring, Multi‑Tenant Accounts, Smart Response templates, tagging and Experience Analysis), the company consolidated review management, automated notifications, and standardized replies. The result: response rates climbed into the 90%+ range (resorts reached 91.5% in recent months; residential communities 94.5%), average response times fell to under 2–3 days using 29+ templates, and Experience Analysis parsed 93.2K reviews to surface trends that inform service and operational improvements.