How Hotel Corallo Sorrento Leveraged its Online Reputation to Increase ADR by 20%

Guest experience is at the very heart of this hotel. Staff are fully prepared with strategies for solving guest issues in the short term, as well as looking at longer term operational and service improvements that will increase guest satisfaction and the hotel’s online reputation over time.

Training staff: “We pay a lot of attention to complaints during the stay – at the restaurants, bar, pool, or by in-stay surveys, ”says Antonello Assante, the Hotel Manager. “We meet at the start of the season so staff are clear that they must speak with me immediately if there are guests who are not completely satisfied.” They also meet every two weeks to discuss some of the larger trends in guest satisfaction and to keep track of the staff aim: to exceed guest expectations.

Solution 1: In-stay surveys: The survey is sent out the night that the guest arrives. Responses are monitored via the ReviewPro app and responded to in real-time, often within minutes. If detected overnight, Antonello personally contacts the guest and invites them to the hotel lobby the next morning to sit down with them, understand their experience, and put things right.

Why is In-stay service recovery so important?

‍When a guest is in-house, staff have an opportunity to fix it. If they leave without saying anything and were unhappy everyone loses. “The guests lose the opportunity to have the perfect stay, and we lose the opportunity to provide the perfect stay. Once they are gone it is too late and there is nothing we can do to change their experience,” says Antonello. “Complaints are an opportunity to help. But this only counts if they are still with me and I can do something about it.”

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