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Lars Güggi, the General Manager at Hotel MONOPOL Luzern, faced the challenge of managing an increasing number of guest reviews. With limited time on hand and the intensity of emotions that came with negative reviews, Lars found it challenging to maintain prompt and quality responses. Rapid response times to all reviews were crucial for the hotel, yet hard to maintain during exceptionally demanding weeks.
With MARA's AI-powered reputation management solution, Hotel MONOPOL Luzern not only streamlined their review management but also achieved a consistent increase in response rates, maintaining between 75-88%. This impressive turnaround allowed the team to focus on delivering exceptional guest experiences while ensuring that each piece of feedback was addressed promptly and thoughtfully.
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Objectives
Hotel MONOPOL Luzern, a renowned establishment in the hospitality industry, aimed to enhance their reputation management by focusing on the following objectives.
Increase Response Rates
The initial goal was to increase the response rates to guest reviews to over 75%. Rapid responses to reviews are a testament to the hotel's commitment to guest satisfaction.
Better Response Quality
The hotel aimed to improve the quality of their responses, particularly when dealing with negative reviews. This objective was crucial for maintaining their reputation and fostering better relationships with guests.
Time Efficiency
The team sought to expedite the process of responding to reviews to save time. Before implementing MARA, responding to reviews consumed a significant chunk of their schedule due to the thoughtful crafting of each reply.
Success with MARA
General Manager Lars Güggi said that We’re consistently hitting our response rate goals, with rates as high as 88%, demonstrating our commitment to our guests.:
"Implementing MARA has been a game-changer for us at Hotel MONOPOL Luzern. We’re consistently hitting our response rate goals, with rates as high as 88%, demonstrating our commitment to our guests. Even when dealing with negative reviews, MARA’s AI ensures a high standard of response quality, allowing us to maintain our reputation and foster stronger relationships with our guests. And, let's not forget the time we’ve saved. MARA has streamlined our review management process, freeing up significant time for our team to focus on what matters the most - providing exceptional guest experiences. MARA has indeed been a strategic partner in our quest for delivering superior hospitality services"
The selection process:
During their research process, Lars Güggi evaluated MARA Solutions's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that MARA Solutions was the best fit solution:
General Manager Lars Güggi said, about their decision:
"Choosing MARA was a strategic decision. What stood out about MARA was their AI-driven approach to reputation management, promising efficiency, and quality in responses. And I must say, they didn't just promise; they delivered beyond our expectations. Our response rates have never been this consistently high, and the quality of our replies, even to negative reviews, is exceptional. MARA has not just given us a tool; it has provided us with an improved work environment and stronger guest relationships."
Results
Implementing MARA transformed Hotel MONOPOL Luzern's review management process, enhancing efficiency, and ensuring consistent, high-quality responses. This change not only improved the hotel's relationship with its guests but also created a smoother working environment for the team.
Consistent High Response Rates
With the help of MARA, Hotel MONOPOL Luzern achieved and maintained their goal of a 75% response rate, often going as high as 88%. This consistency demonstrates the hotel's dedication to their guests and their feedback.
Improved Response Quality
MARA’s AI solution ensured high-quality responses to all reviews, including those that were challenging and negative. The AI's impartial assessment allows for thoughtful, comprehensive responses that meet the needs of the guests without compromising the brand's reputation.
Time Efficiency
The implementation of MARA has led to enormous time savings for the team at Hotel MONOPOL Luzern. The AI's high-quality responses have expedited the review management process, freeing up significant time for the team to focus on other vital areas of guest service.
Experience MARA today
Just like Lars, you too can revolutionize your review management process and drastically improve your review response rate. Don't let manual processes hold you back. With MARA, you can streamline your operations and boost your online reputation effectively.
To see how MARA can transform your business, register for a free trial or schedule a demo call with us. Take the first step towards efficient review management today.
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