During ReviewPro’s webinar, The New Hybrid Hotel: Staff & Technology Working in Tandem, we invited Shazia Nazir, Corporate Manager, Guest Intelligence at Safir Hotels & Resorts, to share how her company has implemented automation to improve the guest experience. Below are the highlights from our Q&A session. Tell us about Safir Hotels & Resorts and your role with the company. Based in Kuwait, Safir Hotels & Resorts (SHR) manages a portfolio of 10 hotels in Kuwait, Egypt, Oman, Qatar, Lebanon, and Syria. The company’s growth strategy aims to share True Arabian Hospitality b ..read more

During ReviewPro’s recent webinar, Using 2022 Data for 2023 Planning, Danica Smith, Director of Product Engagement, shared tips and insights for using the latest review data to improve the guest experience and online reputation. At ReviewPro, through analyzing the data in our latest Global Hotel Review Benchmark report and talking with our clients, we’ve learned that guest satisfaction isn’t where it was before the pandemic. We know that occupancy rates and average daily rates (ADR) have been higher, which is fantastic, but with fewer staff on property there is an operational gap across the ac ..read more

Leveraging the two-way integration between Shiji’s ReviewPro and Concilio Labs enables Kempinski to create 360º guest profiles for hyper-personalized guest service. Barcelona 8th November 2022: ReviewPro, a Shiji Group brand providing the leading Guest Experience Platform for hospitality, and Concilio Labs, a leading provider in guest intelligence technology, integrate to enable a pioneering 360-degree approach to guest profiles for Kempinski Hotels. “The magic of great integrations is ease of use, intra-operability, low overheads, and minimum pain points”, says Riko Van Santen, Chief Informa ..read more

Guest messaging is designed to answer a need from hotel guests for quick, personalized, and convenient communication, in the way that suits them best. Successfully implementing a messaging platform operationally is the first step. But how do you get guests to actually message you? Once you have incorporated the platform, defined who will respond and when, and set up procedures to deal with issues, there is just one thing left: letting the guest know you are open for business! Read here how to successfully implement new technology in your team. Tech adoption from the guest side can result to b ..read more

Responding to guests’ requests and needs is at the heart of hospitality. However, a reactive approach doesn’t cut it anymore. Many hoteliers are now embracing a more proactive approach to their guest engagement strategies. Here below, we outline different ways proactive communication can elevate your service. Pre-stay Guest Communication Sets the Right Expectations Imagine, you’re a guest and you just booked an upgrade to your room hoping to enjoy access to an exclusive lounge that comes with nice extras. You arrive at the front desk of the hotel to check in… and they inform you that the excl ..read more

The current economic climate is stirring up a hornet’s nest. The worldwide drop in the Value department index in our Global Hotel Review Benchmark Report shows that these repercussions can be felt across every segment of the hospitality industry. So, we had a deeper look into what guests are saying about Value and what hoteliers can do about this drop. The ongoing inflation has put a lot of pressure on the hospitality industry, which has translated into higher prices for staffing, food, and commodities. This has forced many hotels to increase their rates, which comes with an increase in guest ..read more

In our recent Global Hotel Review Benchmark Report, we analyzed over 1.5 million reviews – representing half a million more than the quarter before. Review volume is well on its way to reaching pre-pandemic levels, but how are the guest satisfaction scores faring? Read our Q2 Global Hotel Review Benchmark Report here. Is Global Review Volume Reaching Pre-Pandemic Levels? Global review volume had increased substantially in Q1 2022 compared to 2021, with an increase of 46.5%. Review volume continued to recover in the second quarter of the year, increasing by 31.5% over Q2 2021 levels. However, w ..read more

While guests were generally understanding of the challenges hotels faced during the pandemic, the latest review data suggests they are less forgiving now, especially when faced with escalating prices. The combination of rising rates and operational challenges has created a perfect storm that threatens to stir up conflict between revenue strategies, and reputation objectives. How will hotels find a balance between flexing pricing power and upholding guest satisfaction? During ReviewPro’s recent webinar Reputation & Revenue: Putting a Price on Guest Satisfaction, our presenters discussed fi ..read more

Over the years, online reviews have proliferated to over 140 sources worldwide. More recently, Booking.com and Google have become review powerhouses, expanding their share of reviews at the expense of other review sources. What does this mean for hotel reputation strategy? And how can hoteliers maintain a diverse review distribution strategy, optimizing ratings on all major review sources? For our Global Hotel Review Report, we asked experts in the hospitality industry to share their insights and strategies on how to manage a diverse review distribution strategy. Here is what they responded ..read more

Partnership between allora and Shiji’s ReviewPro allows hoteliers to increase booking conversions.   20th of September, Barcelona – ReviewPro, a Shiji Group brand, and the leading guest experience platform, together with allora, the AI-powered hotel booking engine created by Avvio, announce a chatbot and booking engine integration that helps hotels maximize their website conversion and increase direct bookings. Travelers researching their next holiday will use ReviewPro’s Guest Communications solution to find the information directly on the hotel website. An AI-driven hotel chatbot seaml ..read more