Case Study: How The Grand Hotel Increased Positive Reviews by 40% in 3 Months

Every hotelier wants more 5-star reviews. But wishing for them isn’t a strategy.

The Grand Hotel, a 120-room property in central London, was stuck. They offered great service, but their online presence didn’t reflect it. Their review volume was low, and their management responses were sporadic.

Here is the story of how they used Review Agent to turn things around in just 90 days.

The Challenge

Before using Review Agent, The Grand Hotel faced three common problems: 1. Low Response Rate: The General Manager was too busy to reply to reviews. Only 20% of reviews received a response. 2. Stagnant Score: Their TripAdvisor ranking was slipping because they weren’t getting enough new reviews. 3. Inconsistent Voice: Different staff members replied in different tones, confusing the brand image.

The Solution: AI Automation

The hotel implemented Review Agent with a clear 3-step plan:

Step 1: Automate Responses (Day 1-30)

They connected their Google and Booking.com accounts to Review Agent. * Action: The AI began drafting responses for every single review instantly. * Result: Response rate jumped from 20% to 100% overnight.

Step 2: Sentiment Analysis (Day 31-60)

The management team used the dashboard to analyze guest feedback. * Insight: The AI flagged a recurring negative sentiment regarding “Check-in wait times.” * Action: The hotel changed their staffing roster to add an extra receptionist during peak hours. * Result: Negative reviews about check-in dropped to zero.

Step 3: Proactive Solicitation (Day 61-90)

With the operation running smoothly, they felt confident asking for reviews. * Action: They implemented a post-stay email campaign linked to their review profiles. * Result: Review volume doubled.

The Results (After 90 Days)

The numbers speak for themselves:

What The GM Says

“Review Agent didn’t just save me time; it gave me my life back. I used to spend Sunday nights dreading the pile of reviews waiting for me. Now, it’s all handled automatically, and our guests have never been happier.” — James D., General Manager

Conclusion

The Grand Hotel didn’t perform a miracle. They simply used the right technology to amplify their efforts. By automating the busywork, they focused on what matters: the guest experience.

Ready to write your own success story? Start your free trial of Review Agent today.