Travel & Hospitality Solutions
Service recovery that guests notice, for a hotel group
Guest profiles and complaint handling unified across nine properties, with recovery actions tracked to resolution.
- 9
- properties on one profile
- 1.8d
- average recovery time
- +0.6
- review score uplift
The challenge
Each property handled complaints locally. A guest who had a bad stay in one hotel was greeted as a new arrival at the next, and nobody could see patterns across the group.
What we did
We built a single guest profile fed by the booking system, with a service recovery process that assigns an owner, a deadline and a follow-up to every issue raised.
The outcome
Complaints are now closed in under two days on average, and the group can see which properties and which shifts generate the most issues.
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