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.
Hotelatelier
•
Europe
Driving Results: How Reputation Management Transformed Customer Experience and Revenue
Europe
Area of operation
42
Number of properties
300
Number of rooms
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.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
Background
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.
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
Conclusion
Hotelatelier’s success in elevating guest satisfaction through 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.
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 portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest 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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