Case Study: Doma Hotels achieves higher guest satisfaction and operational efficiency with TrustYou Guest Messaging

Doma Hotels - Customer Case Study

Doma Hotels, a hotel operator in Australia, sought to improve guest satisfaction scores and achieve operational excellence. They partnered with TrustYou to leverage its Messaging solution, aiming to proactively engage with guests and gather valuable feedback.

TrustYou implemented a messaging system that enabled Doma Hotels to send automated, personalized messages to guests before and during their stays. This solution allowed the hotel group to address issues in real-time, manage check-ins more efficiently, and generate additional revenue through promotions. The results were significant: the share of positive reviews increased to 91.3%, negative reviews decreased, and key sentiment scores for categories like Cleanliness and WiFi saw dramatic improvements, some by as much as 44%.

Doma Hotels

Kathryn Carlin

Hotel Manager