Case Study: Coast Hotels achieves near-100% guest review response rates with Shiji ReviewPro

Coast Hotels boosts review response rate from 50% to 98-100% with Shiji Group

Coast Hotels, a growing North American hotel chain, faced the challenge of manually monitoring and responding to a high volume of online guest reviews across multiple platforms. This inefficient process was extremely time-consuming for both property-level staff and the corporate team, leading to a low response rate of just 50% and missed opportunities to improve guest satisfaction. To address this, they turned to Shiji Group and implemented its Shiji ReviewPro online reputation management solution.

By implementing Shiji ReviewPro, Coast Hotels centralized its guest feedback management onto a single, intuitive platform. The solution, supported by a dedicated internal champion, streamlined the process and enabled the team to respond to nearly 100% of all reviews. This led to significant time savings, a 3% year-over-year increase in guest satisfaction scores, and provided valuable data-driven insights for pricing, operations, and staff motivation, empowering the company's rapid growth vision.

Coast Hotels