How the Carea Hotel Group puts positive customer feedback on autopilot.
Increasing visibility on Google and Tripadvisor while getting more hotel guests through structured review requests.
About the Carea Hotel Group
- Primary locations: 6 locations in Germany
- Employees involved: A total of 32 employees ensure more customer feedback
- Touchpoints: Displays, NFC cards for employees, SMS & email signature
Customer success story
%
Increase monthly reviews
%
Increase in discoverability
The challenge
- Hotel guests expect a high level of customer satisfaction and base their evaluation of hotel businesses on the star ratings on Google, Tripadvisor & Co.
- Negative reviews submitted directly on public platforms lower the average and are difficult to moderate.
The solution
Employee involvement and training
Involvement of all employees with customer contact and proactive approach to collect customer feedback via various channels. Negative reviews are collected in advance and can be moderated directly.
The Rev1ew team has followed implementation closely to avoid possible pitfalls and guarantee maximum success after roll-out. Employee training and motivation has also been realised by Rev1ew.
Applied review request channels:
- Placement of Rev1ew NFC Tag and Dynamic Rev1ew QR Code on a table display on the reception desk.
- Receptionists send SMS review requests on a daily base using the Rev1ew SMS Tool.
- Table displays with Dynamic Rev1ew QR Code are placed in each hotel room.
The result
- Growth of weekly reviews by over 200%
- Increase in discoverability by 120% after 6 weeks of use
+200% on average
🔥 more weekly reviews.
What does the owner say?
UDO VON ALTEN
MANAGING DIRECTOR CAREA HOTEL GROUP
After a few weeks of using the Rev1ew platform, we were able to increase our total monthly review count by more than 200%. Also worth mentioning is the increased amount of positive customer feedback on public platforms. Rev1ew simply provides the right tools to motivate happy customers to write their review, not just complainers.