Edwardian Hotels London
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UK
Area of operation
Number of properties
Number of rooms
Edwardian Hotels London, a collection of 4- and 5-star hotels, integrated ReviewPro’s Guest Satisfaction Surveys (GSS) with their Property Management System (PMS). This allowed them to segment guest feedback, particularly from corporate clients. They identified a decline in satisfaction from a key tech company due to a lack of public workspaces. Adjustments were made to include more shared spaces at Radisson Blu Edwardian Bloomsbury Street Hotel, improving corporate client retention and opening new sales opportunities.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
Like many hotels, the brand has a number of corporate accounts who use the hotels for meetings, conferences, or business travel. Maintaining the brand loyalty of these accounts is important and is managed by the sales team. Using ReviewPro’s GSS solution has allowed Edwardian to monitor specific segments of guest feedback and their satisfaction levels, one of them being feedback specifically from corporate clients.
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Edwardian noticed a drop in overall satisfaction for one of its top tech company clients. When looking further at specific responses on the survey, it noticed that a common complaint was the lack of public spaces to work in. The team went back and analyzed the same question for other tech companies within the portfolio and noticed other similar comments in the feedback. Conclusion? Tech companies have a specific way of co-working and collaborating that requires more public and shared spaces than other company types
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Edwardian adjusted the planned refurbishment at this particular property (Radisson Blu Edwardian Bloomsbury Street Hotel) to feature an inclusion of more public spaces. This then allowed the team to go back to this specific client and explain the new improvements based on their feedback, garnering loyalty. The strategy also provides an opportunity for the sales team to revisit conversations with previously lost deals or even approach a new set of tech clients with a great use case.
“With ReviewPro's incredible quantitative possibilities and with our passion for using data in real-time scenarios we have seen growth that we have not seen before as an organization, hotels improving retention levels, win-win-win scenarios. Guests, staff, and the organization have benefitted from understanding data.”
-Kris Leszczynski, Group General Manager, Service Operationsat Edwardian Hotels London
Before refurbishment
Guest Satisfaction Survey results: 8.25
Global Review Index™: 87.4%
Net Promoter Score®: 37.51
After refurbishment
Guest Satisfaction Survey results: 8.29
Global Review Index™: 88.1%
Net Promoter Score®: 41.87
Edwardian Hotels London is one of the UK’s largest and most dynamic independent companies, with 12 hotels in London and Manchester. The brand delivers a truly exceptional experience for our guests across a portfolio of brands in highly prestigious locations.
Edwardian Hotels London owns and operates The May Fair, The Edwardian Manchester, 10 Radisson Blu Edwardian Hotel, and a fast-growing range of distinctive restaurants, bar brands and spas.
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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