• Area of Operation: Europe
• Number of properties: 42
• Number of rooms: 300
• Solutions implemented: Reviewpro Reputation

This Case Study Includes:

• A summary of Hotelatelier’s journey to improving guest satisfaction with Reviewpro Reputation.
• The impact of advanced survey tools and real-time feedback on operational efficiency.
• Key results: increased response rates, improved GRI, and enhanced customer loyalty.
• Insight-driven actions, including service improvements and strategic initiatives. ‍

Background

Petit Palace was founded in Spain in 2001 as High Tech Hotels. In 2019, the group rebranded to Hotelatelier, encompassing Petit Palace, ICON, and Sunotel hotels. With 42 properties across Spain and Portugal, Hotelatelier prioritizes customer satisfaction through a dedicated Customer Experience Department, committed employees, and the innovative use of technology.

Challenge

‍In 2014, Hotelatelier created a Customer Centricity department to place the guest at the center of strategic actions and decisions. They cultivated a reputation-focused culture, setting service standards and KPIs that delivered impressive results: a 95% response rate and an increase in overall ratings from 84% to 88% between 2014 and 2018, driving significant revenue growth.

— Source: Shiji

In 2018, the group sought a new reputation management provider to integrate data into their Business Intelligence system, beginning a transformative partnership with Reviewpro Reputation.

Solution

‍In 2018, Hotelatelier partnered with Reviewpro Reputation to enhance their reputation management strategy, incorporating guest feedback into decision-making processes across all levels of the organization. The system provides actionable data that helps validate initiatives and quickly measure customer satisfaction, while also guiding service enhancements. This approach refines operations, drives innovation, and creates a more guest-centric model.

‍It is relevant in decision-making across all areas of the hotel chain. The data allows us to validate all the initiatives implemented, as we can instantly measure the effects on customer satisfaction. Edurne Vázquez, COO of Hotelatelier

Impact

Using Reviewpro Reputation’s advanced tools, Hotelatelier established a real-time feedback loop that enabled staff to address guest concerns during their stay, significantly enhancing guest satisfaction and reputation metrics. Notable results since implementation include:

• An increase in the Global Review Index (GRI)  from 84% to 88%
• A near 100% response rate to guest comments and surveys, with an average response time of 1.8 days
• A 19% survey conversion rate, yielding valuable guest insights
• Revenue growth driven by improved guest satisfaction and operational efficiency
• Enhanced Net Promoter Score (NPS) and guest loyalty through real-time surveys and swift issue resolution

— Source: Shiji

About Hotelatelier

Hotelatelier is a hospitality group known for its innovative approach to guest experience, operating 42 hotels under the brands Petit Palace, ICON, and Sunotel across Spain and Portugal. Established in 2001 and rebranded in 2019, the group combines cutting-edge technology, exceptional service standards, and a committed team to deliver a seamless and personalized experience for every guest.

With a strong focus on reputation management and customer satisfaction, Hotelatelier has positioned itself as a leader in the hospitality industry.

About Shiji Group

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based solutions include property management system, point-of-sale, guest engagement, distribution, payments, and data intelligence for over 91,000 hotels worldwide, including the largest hotel chains. With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions. For more information, visit shijigroup.com.

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