Hotelatelier
•
Europe
Area of operation
Number of properties
Number of rooms
This Case Study Includes:
• A summary of Hotelatelier’s journey to improving guest satisfaction with Shiji 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.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
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.
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.
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.
In 2018, Hotelatelier partnered with Shiji 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
Using Shiji 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:
Hotelatelier’s success in elevating guest satisfaction through Shiji Reviewpro Reputation’s reputation management software demonstrates measurable impacts on both customer experience and business performance.
This case exemplifies how technology, combined with a people-centered mindset, can transform a hotel group’s ability to foster lasting guest loyalty and achieve market leadership.
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.
Shiji Group is a multinational technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage, and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.
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