Case Study: Fattal Hotels boosts guest satisfaction and online reputation with TrustYou

Fattal - Customer Case Study

Fattal Hotels, Israel's largest hospitality organization, partnered with TrustYou in 2014 to enhance its guest feedback management and online reputation. The challenge was to gain a better understanding of guest satisfaction and effectively utilize that feedback to drive quality improvements and increase direct bookings across its extensive portfolio of hotels.

By implementing TrustYou's feedback platform, including TrustYou Analytics and TrustYou Meta-Review, Fattal was able to centralize and act upon guest insights. The solution delivered remarkable results for TrustYou's customer: the overall satisfaction score increased from 80 to 84, the response rate to reviews jumped from 20% to 87%, and these efforts led to an average revenue increase of 40% over two years, with some properties seeing a 100% boost.

Fattal

Nadav Fattal

Digital Marketing Manager