The guest feedback intelligence platform for hotels

Every year, Preston Palace, a unique all-inclusive family resort in the Netherlands, operates at an exceptional 96% occupancy rate. With a long tradition of delivering memorable guest experiences, the resort has built its reputation on consistency, warmth, and quality.

With around 500,000 guests each year, including day visitors and overnight guests, keeping standards high across every area requires more than intuition. Listening to guest feedback is essential, but understanding what is truly relevant among such a large volume of comments can be challenging. How do you know whether a single complaint reflects a broader sentiment or is simply an isolated voice?

For the past 12 years, Preston Palace has relied on Customer Alliance as its central platform to collect, organise, and act on guest feedback. The Review Stream brings all reviews together in one place, surveys provide structured insights directly from guests, and the AI Reply Assistant helps the team respond efficiently and consistently.

Beyond these daily efficiencies, Customer Alliance also gives Preston Palace the clarity to base both operational and strategic decisions on real guest sentiment rather than assumptions. This insight has supported some of the resort’s most meaningful improvements in recent years, including the renovation of all 324 rooms, a refreshed food presentation concept, and the installation of a new swimming pool slide. It also ensures every team member can understand feedback quickly and act on it with confidence.

What follows is the story of how Preston Palace uses structured guest feedback not only to maintain excellence, but to continuously evolve, with guests at the centre of every decision.

Key achievements

• Renovated 324 hotel rooms after Customer Alliance data revealed a multi-year decline in room satisfaction
• Raised cleanliness satisfaction from around 7/10 to just over 8/10, aligning with room renovations and operational improvements.
• Increased Room CSAT to 8.03 on a 10-point scale in 2025, the highest score in five years
• Identified strong guest demand for additional pool activities, leading to the installation of a new swimming pool slide
• Improved food presentation and temperature based on structured guest comments, contributing to a Breakfast CSAT of 9.0 on a 10-point scale in 2025
• Reduced service-related complaints by uncovering peak-time pressure points and launching targeted, app-based staff training

About Preston Palace

Preston Palace is a long-established all-inclusive family resort with one of the most extensive facility offerings in the region. The property features 324 hotel rooms, a subtropical swimming paradise, an indoor funfair, ten bowling lanes, multiple themed restaurants, live shows, and dedicated entertainment teams for both children and adults.

The resort has been awarded Family Hotel of the Year multiple times, reflecting its strong commitment to family-focused hospitality and full-service experiences that attract guests of all ages. With its own in-house technology development and continuous investment in innovation, Preston Palace blends tradition with forward-looking operational excellence.

The challenge before Customer Alliance

Before partnering with Customer Alliance more than a decade ago, Preston Palace faced a challenge familiar to any large, experience-rich resort: understanding guest sentiment at scale. With thousands of reviews coming through different channels, a wide range of facilities, and diverse guest segments, it became increasingly difficult to distinguish isolated comments from meaningful patterns.

Feedback was collected in multiple formats, including paper forms left in hotel rooms, but the insights were scattered, inconsistent, and time-consuming to analyse. Ryan Dingjan, Project Coordinator and Revenue Manager, who has been with Preston Palace for almost 25 years, experienced this firsthand. Without a centralised system, the team lacked a reliable way to identify trends early or use feedback to support strategic decisions.

What Preston Palace needed was a structured, data-driven approach that allowed them to see the full picture of guest sentiment, not just fragments of it.

The solution with Customer Alliance

Preston Palace adopted Customer Alliance to centralise all guest feedback, combining reviews from multiple OTAs and portals with structured survey responses in one platform. The Review Stream brought every comment into a single, organised view, while Customer Alliance surveys enabled the collection of targeted insights directly from guests.

For the first time, the team could work with consistent, real-time data rather than fragmented impressions. Guest feedback became a reliable decision-making tool, guiding both daily operations and long-term improvements.

“Thanks to the data from Customer Alliance we can respond quickly to facts and not assumptions. When someone hears a negative story or staff sense a problem, they turn to Customer Alliance to see whether it is a pattern “living among our public” or just a one-off.’’, said Ryan Dingjan, Project Coordinator and Revenue Manager.

This workflow powers their daily routines. Colleagues reply to reviews, identify recurring mentions in the Review Stream, and validate any emerging concerns with insights from surveys and dashboards. When a chef feels something is changing in the restaurant experience, or when a manager senses a shift in service perception, Customer Alliance provides the clarity to confirm whether there is a real trend and for which guest segments.

This approach has guided some of Preston Palace’s most meaningful improvements, not by prompting unnecessary spending, but by making it clear where action would have the greatest impact on guest satisfaction, ratings, and revenue. Customer Alliance helps the resort prioritise confidently and invest resources where they matter most. In a world where every hotelier must choose carefully where to invest time and effort, Preston Palace does so with a data-informed view guiding every step.

Renovating 324 rooms after identifying a clear decline in guest satisfaction

Using Customer Alliance's Analytics Report, Preston Palace could clearly see that room satisfaction had been declining for several years. What initially looked like minor fluctuations revealed a consistent downward trend that was starting to influence related categories, including hygiene, price perception, and the overall rating.

As Ryan Dingjan, Project Coordinator and Revenue Manager, explained:

“We saw the room rate declining… and because of this we saw the overall rate go down.”

Using the survey data and long-term CSAT insights in Customer Alliance, Ryan and the management team were able to demonstrate that this was not a temporary fluctuation but a structural issue. . The platform made the trend visible, measurable, and actionable, helping leadership understand that renovation was not optional but necessary to protect satisfaction and revenue.

Renovation began in May 2024, and by late 2025 all 324 rooms had been fully updated. As Ryan described them, the new rooms now have a “very warm and cozy feeling.”

The improvement is visible in the room CSAT:

Room CSAT (2020–2025)
2020: 7.82 on a 10-point scale
2021: 7.89/10
2022: 7.80/10
2023: 7.71/10
2024: 7.77/10
2025: 8.03/10 (highest in five years)

As Ryan Dingjan summed it up:

“It was a downward trend and now it’s better than 2022. Customer Alliance helps us stay connected with our guests. We keep listening and learning and improving from what people say, and it really works.”

Food and restaurant experience: how guest perceptions led to a complete service refresh

Through Customer Alliance, the team began to notice consistent feedback about two issues in the buffet restaurant: some dishes were not warm enough, and the food seemed “always the same.” It was only by analysing patterns in Customer Alliance’s Review Stream, where feedback from all OTAs and portals is centralised, that the team could see how frequently these themes appeared.

Operationally, the menu was varied, but the presentation stayed identical each day, which created the perception of sameness.

As Ryan Dingjan explained:
“Guests often mentioned that the food was cold or always the same… They said it was always the same but that’s not true. So we saw that we needed to do something about our food presentation.”

By seeing this pattern clearly across many comments, the team could pinpoint the real cause and address it with confidence. Preston Palace introduced a new heat bridge, redesigned the presentation concept, and adjusted operations to protect both temperature and perceived variety.

As Preston Palace’s Revenue Manager shared:

“Now we have a new heat bridge and a new presentation in our restaurant. It opened about a month ago and now we’re going to follow the reviews on Customer Alliance if they’re getting better.”

These changes helped reinforce one of the resort’s strongest categories, with breakfast now achieving an average CSAT of around 9.0 on a 10-point scale.

Family facilities: how guest feedback sparked the decision to install a swimming pool slide

For years, families casually mentioned wanting a slide in the swimming pool. Individually, these comments sounded like wish-list items. But when Preston Palace reviewed the data in Customer Alliance’s Review Stream, the pattern was unmistakable: the request appeared multiple times, across different guest segments, and throughout the year.

As Ryan Dingjan described:

“When you read one comment about a slide, it’s cute. But when you see it 40, 50, 60 times in your dashboard, you realise it’s a need, not a wish.”

With the pattern unmistakable, Ryan and the team presented the insights to management.
As she explained:

“Before seeing the data we weren’t sure if it was necessary. But we investigated all the reviews on Customer Alliance and we showed the management how many times people mentioned the slide… now we have a slide.”

What began as scattered comments became a strong investment case once the scale of the feedback became visible. Today, the new slide is one of the most appreciated additions for families.

Wellness and spa: how continuous monitoring helps preserve a top-performing strength

Customer Alliance also enables Preston Palace to protect what guests already love. Wellness and spa consistently perform among the resort’s strongest categories. Through category reporting and ongoing sentiment monitoring, the team can spot early shifts in perception and ensure standards remain high.

Continuous monitoring is not only about identifying weaknesses. It is equally about safeguarding excellence, and Customer Alliance helps Preston Palace maintain the consistency guests return for.

Why It Works: strategy, technology, and people connected

For Preston Palace, the value of Customer Alliance goes far beyond any single feature. It lies in how the platform connects daily operations with long-term strategy. Collecting and replying to reviews efficiently is essential for a resort of this scale, and Customer Alliance gives the team a way to manage a high volume of feedback without losing time or consistency.

Equally important is the clarity the platform provides. With one central source of truth, the team can analyse what guests are saying, understand which themes are affecting key satisfaction scores, and identify where attention or investment will have the most impact.

As Ryan Dingjan, project coordinator and revenue manager, explained:

“It makes us combine the strategy and the technology with the connection with the people.”

Customer Alliance helps the team achieve this by providing:

Clarity – seeing whether an issue is isolated or widespread
Context – understanding how different guest segments (families, couples, elderly guests) perceive the experience
Confidence – using data to justify renovations, upgrades, or operational changes
Continuity – creating a structured, ongoing way to listen, learn, and improve

And while the platform provides the structure, Preston Palace also highlights the importance of the human support behind it. Ryan praised the quality of communication with Customer Alliance’s customer success team, who proactively helped them set up a survey, explore new features, and think ahead.

As she put it:

“It’s very nice to sometimes have a chat with Customer Alliance’s team about where you want to go, how we can provide you with information to make some things on your platform better. Normally with a big platform like this, it’s not that you have so much deep contact with the partners.”

This combination of technology, strategic clarity, and close support is what makes Customer Alliance a long-standing part of Preston Palace’s improvement culture.

The takeaway

Preston Palace shows how powerful a guest experience operation becomes when feedback is not only analysed strategically, but also managed consistently in day-to-day routines. Customer Alliance supports the team at both levels: it streamlines the essentials, distributing reviews, sending survey invitations, collecting structured feedback, and replying efficiently through AI Reply, while also providing the deeper insights needed for long-term decisions.

This combination of operational efficiency and strategic clarity allows Preston Palace to stay closely connected to its guests, understand shifts in sentiment early, and act with confidence. It gives them the structure to manage feedback at scale and the intelligence to prioritise what matters most.

Want one platform to collect reviews, run surveys, and understand your guest feedback clearly? Book a demo and talk to our team to understand how your hotel can benefit from Customer Alliance. 

When My Arbor, a stunning 5-star adults-only hotel in South Tyrol, Italy, set out to take post stay feedback a step further, the goal was clear: personalize and automate the process to get better results, without adding extra work for the team.

At the time, their process around guest feedback was fragmented and time consuming. They needed something more efficient. A solution that could run quietly in the background, increase review volume, and provide actionable insights.

By integrating Customer Alliance and Re:Guest, they achieved exactly that. The feedback loop became faster, more structured, and easier to manage. And the results speak for themselves: more reviews, more structured guest satisfaction surveys, higher scores, and a process the team can rely on every day.

Key achievements after the integration

• Google reviews increased by approximately 55.5% compared to the same period the year before the integration
• 3.1% increase in the average satisfaction score on Google
• 4.3% increase in the average satisfaction score on Tripadvisor
• In 2025, 70% of My Arbor’s Tripadvisor reviews came directly from Customer Alliance’s automated post-stay distribution.
• An average of 2 personalized survey replies per day over the last 8 months
• Fully automated survey delivery and review distribution
• Centralized evaluation and response management direct in Customer Alliance
• Easier monthly KPI tracking across teams, including NPS, CSAT & Review scores

And behind the scenes, it simply made things easier:

“The integration mainly saves us a lot of time. There’s no need to use an additional system, and our existing workflow remains unchanged, especially for the front desk team, this means no extra effort.”, said the Executive Assistant at My Arbor, Sara Priller.

About My Arbor Hotel 

My Arbor Hotel is a 5-star adults-only retreat designed for those seeking rest, connection, and renewal, high above the hills of South Tyrol, Italy, surrounded by forest and silence, Built on stilts among the treetops, the hotel invites guests to slow down, breathe deeply, and rediscover what matters.

Everything at My Arbor is personal. Guests enjoy tailor-made experiences, from the spa to the restaurant. And that same personal touch extends to how the hotel handles feedback. It’s not just collected. It’s listened to, shared with the team, and used to keep improving.

The challenge: Guest satisfaction surveys and reviews were time-consuming and fragmented

My Arbor had a clear vision for guest communication: every touchpoint should feel personal and reflect the hotel’s brand. But when it came to collecting and managing post-stay feedback, the process fell short. 

Surveys were sent manually. Reviews came in across multiple platforms. Responding to each one meant switching between tools, translating content, and crafting replies from scratch. The process was time-consuming, easy to lose track of, and difficult to scale.

They needed a more effective way to collect insights, one that would send customized surveys automatically, boost response rates, and guide guests to leave reviews on the platforms that matter most like Google, Tripadvisor, and Expedia.

The solution: Smarter post stay feedback, fully integrated with the hotel’s CRM

With Customer Alliance integrated to Re:Guest, My Arbor has an automated and simple feedback process. 

After check-out, for example, every guest receives a post-stay message sent automatically by the CRM, Re:Guest. Inside that message, Customer Alliance takes care of what happens next, without any extra work for the team.

Some guests are invited to fill out a personalized survey, which was created by the Hotel together with Customer Alliance, focusing on areas where post stay feedback could drive real improvement.

Other guests are guided to leave a public review on platforms like Google, Tripadvisor, or Expedia. 

The system handles this automatically, rotating between platforms week by week. No manual setup. No extra steps. The hotel gets more reviews where it matters most and more insights from the survey, all in one smooth process.

Once collected, results are displayed visually in Customer Alliance’s review management software, making it easier to spot patterns, share results with the team, and plan next steps.

“The evaluation of guest reviews is now much easier and more structured”, as highlighted by the hotel’s team.

Everything runs in the background, helping the team save time and focus on what really matters: the guest experience.

Why it works: a simple Customer Alliance integration with zero disruption

The success of the integration between Customer Alliance and Re:Guest comes down to how easily it fits into My Arbor’s operations. Nothing needed to be rebuilt or replaced, just integrated.

The setup required minimal effort from the hotel. Everything was handled by the support teams, making the rollout simple and smooth.

“The entire setup was handled by the support teams from Customer Alliance and Re:Guest. We only received the review invitation key and passed it on to Re:Guest. Then, a support appointment was scheduled to carry out the integration reliably”, said My Arbor’s Executive Assistant.

The takeaway: efficient post-stay feedback and more direct bookings

At My Arbor, guest feedback is no longer spread across different platforms or stuck in manual tasks. With Customer Alliance and Re:Guest working together, reviews and surveys now flow through one connected system. Messages are sent automatically after check-out, surveys collect useful insights, and guests are guided to leave reviews on the most important platforms.

This steady flow of feedback helps improve service, build guest loyalty, and increase visibility on platforms like Google and Tripadvisor. With more reviews in the right places, the hotel builds more trust, which helps encourage more direct bookings.

At My Arbor Hotel, feedback now supports more than just decisions. It’s part of monthly discussions, team recognition, and quality control. And because the integration between Customer Alliance and Re:Guest runs smoothly in the background, nothing gets lost or delayed.

“We definitely recommend this integration because it is both time-saving and highly efficient. It allows for quick and direct feedback evaluation, even for direct bookings, and enables concrete action planning for continuous operational improvement,” says Sara Priller, My Arbor’s Executive Assistant.

In the end, the integration helped My Arbor scale its feedback strategy while keeping the personal touch. It’s simple. It works. And it’s built for hotel teams that want to turn feedback into action, fast.

What is Customer Alliance?
Customer Alliance is an online reputation management and guest feedback data platform that helps hotels turn feedback into measurable results. With automated surveys, review distribution, AI-powered text analysis, and a central dashboard, it supports teams in improving guest satisfaction, optimizing operations, and increasing direct bookings.

What is Re:Guest?
Re:Guest is an advanced hotel CRM designed to optimize guest communication throughout the entire journey. From personalized booking messages and automated emails to WhatsApp chats and AI-powered assistance, it helps hotels increase direct bookings, boost upselling, and deliver a consistent brand experience at every touchpoint.

Want to collect smarter post-stay feedback?

Book a call to discover how Customer Alliance helps hotels turn guest feedback into measurable results.

At an elevation of 1050 meters, Hotel Nordik offers a prime location surrounded by the majestic Brenta Dolomites. This family-managed hotel combines modern luxury with a rich history dating back to 1968. Guests can enjoy facilities including a swimming pool, sauna, restaurant, bar, and gym. Open for ten months of the year, this adults-only (14+) oasis ensures a serene and sophisticated atmosphere for its guests. 

The company

Website: hotelnordik.com
Location: Andalo, Brenta Dolomites
Accommodation type: 4-star (soon to become 4-star superior)
Rooms: 30 rooms
With Customer Alliance since: December 2021

The results

• No.1 ranking on Tripadvisor for Andalo, Italy
• A ‘Best of the Best’ Tripadvisor Traveler’s Choice Award 2024in one year on TripAdvisor
  • An NPS of 94
  • 51% return rate for review invitations

What were Hotel Nordik’s challenges before Customer Alliance?

We spoke to Mima, Hotel Director, and Luisa Chilovi, consultant with our partner HotelKlinik to learn what brought them to Customer Alliance.

They lacked a comprehensive system for collecting guest feedback

Hotel Nordik knows feedback is essential for creating the best guest experience possible. As Luisa told us: 

"The goal was to make a significant leap in quality, and the owners knew the hotel had the potential to make this leap. Having guest feedback in hand was, and still is, fundamental for us to understand if we are taking the right path.”

However, without a structured system, the hotel relied on sporadic feedback with no way to organise and analyse the responses. This left them unable to get the insights they needed to reach their goals.

They had no way to track the impact of their changes on guest satisfaction

Hotel Nordik's commitment to continuous improvement was undermined by their inability to measure guest satisfaction across different business areas. The lack of tangible data made it hard to evaluate the success of their initiatives, leaving their efforts up to chance.

How does Customer Alliance help Hotel Nordik?

 Mima identified three main ways Customer Alliance add value:

• Increasing the hotel’s reviews and making them easy for potential guests to find
• Automating and centralising guest feedback collection 
• Providing clarity into changes in guest satisfaction that can be easily shared with the team

Here’s how Hotel Nordik uses the platform and the results they’ve achieved so far.

They enhance transparency and trust with a review widget on their website

Along with increasing review volume with automated review invitations, Hotel Nordik uses the Customer Alliance widget to showcase their average review score on their homepage. 

Clicking on the unobtrusive widget opens up a certificate, showing a breakdown of those scores, individual reviews collected through the Customer Alliance platform, and the option to book directly.

When you’re up against countless online travel agents (OTAs), having social proof on your own website helps to directly influence booking decisions. As Mima explained:

“The main value of Customer Alliance is that the guest already finds our reviews on the hotel website so they don’t have to look elsewhere. Over the years Customer Alliance has helped collect so many reviews, and they have increased sharply in quality”

They reach more potential guests with the no.1 spot on Tripadvisor

By using our Review Distribution feature, Hotel Nordik periodically directs 80% of their reviews to Tripadvisor. By strategically targeting the popular review site, they’ve: 

• Collected close to 1,500 reviews
• Earned the number one position for hotels in Andalo
• Been awarded a ‘Best of the Best’ Travellers’ Choice award

Travellers’ Choice award-winners are amongst the top 10% of listings on Tripadvisor. To be eligible for an award, a business must receive a minimum number of reviews within the evaluation period of that award and must maintain or exceed a minimum bubble rating.

This strategic focus on Tripadvisor enhances Hotel Nordik’s visibility and solidifies their reputation as a premier destination.

They get in-depth guest insights with automated surveys during and after the stay

Hotel Nordik uses a strategic approach to understanding their guest experience. 

One day after arrival, guests receive a survey asking how everything is going and if there’s anything the hotel could do to improve their stay. This proactive engagement allows them to address concerns in real time.

When guests depart, Hotel Nordik sends an email with a dual purpose: it invites guests to leave a review and includes a comprehensive survey. The survey covers various aspects of the stay, such as:

• Ease of check-in
• Quality of the room
• Breakfast offerings
• Cleanliness and comfort of common areas
• Overall quality/price ratio

By using a blend of quantitative and qualitative questions, the hotel gets measurable satisfaction scores and feedback from guests in their own words. 

The data is automatically collected on the Customer Alliance platform, making it easy for staff to work with, with search and filter functionality to help find exactly what they need. If the hotel receives a negative review, they are alerted via email so they can tackle it quickly.

They monitor and share guest satisfaction scores to continuously improve

At Hotel Nordik, guest satisfaction scores aren’t just numbers; they’re cause for celebration and a catalyst for change. That’s why the Statistics dashboard on the Customer Alliance platform is one of Hotel Nordik’s most used features, providing instant insight into how satisfaction scores for specific areas of the business change over time. As Luisa explained:

“The reviews are presented in internal meetings. Good results are celebrated with colleagues, and if there are negative reviews staff work together to reflect on what didn’t work and how they can improve”

By embracing a systematic approach to guest feedback with Customer Alliance, the hotel has not only improved its online presence but also fine-tuned its services to near perfection. The results speak volumes: a top ranking on Tripadvisor, a coveted Traveler’s Choice Award, and an impressive Net Promoter Score of 94.

An ideal base for discovering the elegance of Lake Como, Relais Castello di Casiglio is a historic castle and 19th-century villa surrounded by parkland. Alongside its spacious, meticulously designed rooms, the accommodation boasts an expansive outdoor pool, restaurant and spa.

The company

Website: hotelcastellodicasiglio.it
Location: Erba, Lombardy
Accommodation type: 4-star
Rooms: 47 rooms, with three spa suites coming soon
With Customer Alliance since: October 2022

The results

• 4% increase in their survey response rate in one year
• An increase in satisfaction scores across all major portals:
  • +18% in one year on TripAdvisor
  • + 11% on HolidayCheck
  • + 1% on Booking
  • + 0,6% on Google

What were Relais Castello di Casiglio’s challenges before Customer Alliance?

They had to manage reviews and feedback manually

Relais Castello di Casiglio has listings on multiple review portals, including Google, Booking.com and Tripadvisor. But keeping track of reviews across different platforms took precious time away from management.

They were looking for a way to simplify their workflow and manage their reviews and feedback in one place.

They had limited insight into guest satisfaction

Relais Castello di Casiglio is dedicated to providing an unforgettable guest experience. But with no system for sending surveys and analysing feedback, the hotel struggled to pinpoint areas for improvement, relying on guesswork rather than data-driven decisions.

Once they made a change, they had no tangible way to see if it impacted guest satisfaction, leaving their efforts up to chance.

How does Customer Alliance help Relais Castello di Casiglio?

Andrea Maistrello, Management Assistant, identified three main ways Customer Alliance add value:

• Automating guest surveys, both during and post-stay
• Making it faster and easier to respond to guest reviews
• Providing clear insight into guest satisfaction, driving meaningful change

Here’s how Relais Castello di Casiglio uses the platform and the results they achieved.

They save time by collecting guest feedback on autopilot

Relais Castello di Casiglio uses Customer Alliance to send two surveys, with an impressive response rate of 37% (7% higher than the average for email surveys).

The during-stay survey: proactively managing guest satisfaction

The first survey is sent automatically to guests one day after arrival. It asks guests to answer, using a simple rating scale, how their stay is going, and how easy it was to check in.

If the guest gives a low rating, a follow-up question is asked to identify what they could improve. Finally, the guest is asked if there is anything the hotel can help with.

By using this survey early on in the stay, management at Relais Castello di Casiglio can quickly identify any issues and fix them while the guest is still at the hotel. This proactive approach has a knock-on effect on their overall guest satisfaction and reviews.

The post-stay survey: a comprehensive view of the guest experience

The second survey is sent to guests on the day of their departure, designed to capture feedback while the experience is fresh in the guests’ minds. 

This survey is more in-depth, asking guests to rate specific aspects of their stay including the breakfast, cleanliness and room. Using a mix of ratings-style questions and free text, the hotel can gather qualitative and quantitative data to better understand how they’re doing.

The survey responses are automatically collected in one dashboard, making it easy and efficient for staff to check the survey responses and take action where necessary.

They build guest loyalty with a 100% review response rate

Relais Castello di Casiglio understands the importance of replying to reviews. But with reviews spread across different portals, keeping up can be challenging.

With Customer Alliance’s Review Stream, hotel staff no longer have to check each review site individually, a tedious task that drains time and resources. As Andrea says:

“Responding to guest comments gives the greatest value as it makes the job easier. Customer Alliance helps us streamline many processes and allows us to have a more proactive approach to guest requests”

Thanks to our direct reply functionality, staff can respond to reviews straight from their dashboard. 

With everything in one place, the hotel has an impressive response rate of 100%, helping them build guest loyalty and showcase their commitment to excellent customer service.

They reach more potential guests with top spots on Google, Tripadvisor and Booking.com

Relais Castello di Casiglio’s dedication to guest satisfaction has paid dividends in its online visibility.

Thanks to a large number of positive reviews, Relais Castello di Casiglio has earned a coveted place in the Google Map Pack for the search query ‘hotel erba italy’. 

Research shows that listings in the Google Map Pack receive 126% more traffic than businesses ranked 4-10, resulting in significantly more direct traffic to their website.

Increasing their online findability further, Relais Castello di Casiglio also ranks no.1 on Booking.com and Tripadvisor’s listings for hotels in Erba.

This prime positioning on all three websites amplifies the hotel's credibility and attractiveness to potential guests, leading to more clicks on its listings and more bookings.

They make improvements that have a demonstrable impact on guest satisfaction

From the hotel’s guest surveys and online reviews, Customer Alliance provides insights across a broad range of topics, including staff, cleanliness, comfort and price.

From the platform, Relais Castello di Casiglio staff can make data-backed decisions about what to improve - and track the impact of those changes. As Andrea explains:

“The feedback gives us valuable insights that enable us to make improvements, which become evident when we analyse the guest satisfaction data provided by Customer Alliance. 

For example, it was very effective for assessing satisfaction with cleanliness over a specific period, after making changes like the scent we used on our sheets and hiring an additional housekeeper.”

The ability to easily identify trends and patterns in guest feedback means that the hotel can respond swiftly to guest concerns and needs. 

This not only boosts guest satisfaction in the short term but also helps build a positive reputation for the hotel, attracting more potential guests and leading to a more successful business overall. 

By listening to their guests and constantly refining their service, Relais Castello di Casiglio staff has enhanced their overall guest experience and reinforced the hotel’s position as a top choice in the region.