Case Study: Namba Oriental Hotel boosts guest satisfaction and review volume with TrustYou

Namba Oriental Hotel - Customer Case Study

Namba Oriental Hotel, located in Osaka, Japan, sought to gain a deeper understanding of guest needs and improve its market position. The hotel partnered with vendor TrustYou and implemented its guest feedback platform, which included Analytics and Meta-Review features, to better analyze a large volume of traveler reviews and monitor competitors.

By utilizing TrustYou's platform to manage and respond to feedback, Namba Oriental Hotel achieved significant results. The hotel's TrustScore increased from 83 to 87, the total number of reviews grew by 83%, and Google reviews saw a massive 788% increase. Furthermore, sentiment scores for key areas like service, room, and food all saw substantial improvements, directly attributable to the insights provided by TrustYou.

Namba Oriental Hotel

Tetsuya Nakashima

Facilities Management Division Manager