Case Study: Samuel Braun Hotels achieves improved online reputation and guest experience with Social Tables

Samuel Braun Hotels - Customer Case Study

Samuel Braun Hotels set out to build its online reputation by tackling guest complaints and improving overall guest experience. The challenge was to systematically capture and respond to feedback while improving response time and response quality across properties.

They implemented a feedback-management system with regular reporting, hired a Quality Manager to oversee reviews (online and offline), and held weekly meetings with customer-facing teams to review guest experience reports. This structured, consistent approach helped resolve issues faster, improve guest experiences, and strengthen the brand’s online reputation — showing that a dedicated team or a disciplined process can keep improvement efforts focused and effective.

Samuel Braun Hotels