How Oceana Used GuestRevu to Improve Feedback Quality and Benchmark Their Guest Experience

GUEST EXPERIENCE

Oceana Beach and Wildlife Reserve adopted GuestRevu to collect more detailed feedback, streamline online reputation management, and benchmark their performance against similar properties. This has helped the team refine their guest experience and compare results locally and internationally.

Why it matters: A boutique property aiming to rank among the best in South Africa needs accurate, flexible and comprehensive guest feedback. Manual review collection and basic survey tools made it difficult for Oceana to gather detail, encourage online reviews or compare themselves to peers.

GuestRevu now provides Oceana with customisable questionnaires, consolidated review management across major OTAs, and benchmarking capabilities. Intuitive reporting and Tripadvisor integration functionality help the team drive more reviews and analyse guest sentiment in one place.

Top 3 Core Objectives: Oceana wanted a more powerful way to gather feedback and understand their performance. They were looking to:

Oceana wanted a more: Previous tools lacked flexibility, required manual effort and didn’t capture detailed guest insights. Oceana needed a system that could collect more reviews and gather specific feedback on diverse activities such as game drives, spa treatments and beach picnics.
Consolidate Online Reputation Management: Manually checking multiple platforms for new reviews was inefficient. The team needed one dashboard that collated direct surveys and OTA reviews, reduced admin and made it easier to monitor guest sentiment across channels.
Benchmark Against Similar Properties: To achieve their goal of being a top boutique hotel, Oceana needed a way to compare their performance against other luxury properties both locally and internationally.

Innovators Mentioned

Oceana Beach and Wildlife Reserve

GuestRevu

Chris Roberts

Managing Director

Oceana Beach and Wildlife Reserve

"Historically, you've got to wait until there's some big complaints from customers, and then you go into a department, and you'd have to restructure and figure out where things have gone wrong. Now we can start to see where the scoring is dropping down slightly, and we can deal with issues within that department before they become an issue that affects the guest experience."

Chris Roberts

Managing Director

👍 Managing Director Chris Roberts said that GuestRevu played a vital role in perfecting the guest experience at Oceana:

"Historically, you've got to wait until there's some big complaints from customers, and then you go into a department, and you'd have to restructure and figure out where things have gone wrong. Now we can start to see where the scoring is dropping down slightly, and we can deal with issues within that department before they become an issue that affects the guest experience."

⚖️ The selection process: During their research process, Chris Roberts evaluated GuestRevu's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that GuestRevu was the best fit solution:

Managing Director Chris Roberts said, about their decision: "The primary service areas are really important for us, because they show us where we're doing very well in the guest experience, and where we need to do some work in the guest experience."

📈 The results: GuestRevu has helped Oceana save time, gather richer insights and benchmark their performance more effectively across service areas and properties.

Automated and consolidated review collection replaced manual admin, giving management a complete view of guest sentiment across Tripadvisor, Google, Booking.com, Expedia and more.
Customisable questionnaires allow the team to ask the right questions, gather detailed insights and benchmark performance across specific departments and service areas.
Benchmarking tools enable comparisons with similar boutique hotels, helping the team fine-tune operations and understand how their guest experience measures up.

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