Case Study

How Leonardo Hotels Cluster East Streamlined their Review Management and Saved Time with MARA

Tobias Roelen-Blasberg

MARA Solutions · דֵצֶמבֶּר 06, 2024

Discover how Leonardo Hotels Cluster East revolutionized their review management process with MARA's AI solution, significantly improving efficiency and ensuring consistent, high-quality responses.

Why it matters: Katrin Kraske, the Guest Relations Manager at Leonardo Hotels Cluster East, was grappling with the challenge of an ever-increasing volume of guest feedback across their growing hotel chain. As the hotels expanded, so did the number of reviews and the task of responding individually to each guest became increasingly unmanageable. Despite this, Katrin and her team were committed to ensuring every guest had a positive experience, even after their departure.

By leveraging MARA's AI-powered reputation management solution, Leonardo Hotels Cluster East was able to streamline their review management process and increase their response rate significantly. This change enabled the team to focus on improving guest services while ensuring that all feedback received prompt and thoughtful attention.

Top 3 Core Objectives: Leonardo Hotels Cluster East operates a growing chain of hotels, and with this expansion came an increase in guest feedback. Prior to implementing MARA, the team struggled to respond to all reviews efficiently, especially those with only star ratings, which were time-consuming and disrupted their routine.

Streamline Review Responses: One key goal was to find a solution that would help respond to "star ratings only" reviews quickly and efficiently, thereby saving precious time for the team.
Boost Efficiency: The team wanted to ensure that they could continue to provide personalized responses to all reviews while reducing the time spent on managing them.
Support during Absences: Katrin sought a tool that would help maintain a steady response rate during periods of absence, such as vacations, without compromising on the quality of responses.

"MARA helped us drastically reducing the time spent on responding to reviews and ensuring consistent, high-quality responses. With MARA, we not only boosted our efficiency but also ensured continuous engagement with our guests, even during absences. MARA's smart snippets feature was particularly useful, enabling us to quickly and effectively respond to recurring questions. Now, we can focus more on direct guest services and other essential tasks, enhancing our overall guest experience."

Katrin Kraske

Guest Relations Manager

👍 Guest Relations Manager Katrin Kraske said that MARA helped us drastically reducing the time spent on responding to reviews and ensuring consistent, high-quality responses.:

"MARA helped us drastically reducing the time spent on responding to reviews and ensuring consistent, high-quality responses. With MARA, we not only boosted our efficiency but also ensured continuous engagement with our guests, even during absences. MARA's smart snippets feature was particularly useful, enabling us to quickly and effectively respond to recurring questions. Now, we can focus more on direct guest services and other essential tasks, enhancing our overall guest experience."

⚖️ The selection process: During their research process, Katrin Kraske also researched TrustYou, and ultimately decided MARA Solutions was the best fit for them.

Guest Relations Manager Katrin Kraske said, about their decision: "When we were evaluating solutions, MARA stood out with its AI-powered reputation management features. We needed a tool that would not only save us time but also ensure that our unique brand voice was consistent across all responses. MARA delivered on all these fronts, providing seamless support even during periods of absence, and enabling us to maintain high-quality, personalized responses to our guests."

📈 The results: Implementing MARA transformed Leonardo Hotels Cluster East's review management process, increasing efficiency and consistently delivering high-quality responses.

Time Saving: MARA significantly reduced the time required to respond to reviews, especially those with only star ratings. This efficiency saved the team considerable time each week, allowing them to focus more on direct guest services and other essential tasks.
Effective Support during Absences: With MARA, the team could ensure a consistent response rate even during periods of absence. This was particularly crucial during vacations and other periods when team members were away, ensuring continuous engagement with guests.
Improved Efficiency with Smart Snippets: MARA’s smart snippets feature allowed the team to respond quickly and efficiently to recurring questions. This not only saved the team time but also ensured consistency in responses, enhancing guest satisfaction.