Case Study

How little BIG hotels Increased Their Review Response Rate from 20% to 99% Across Multiple Properties

Tobias Roelen-Blasberg

MARA Solutions · סֶפּטֶמבֶּר 11, 2024

Learn how little BIG hotels boosted their review response rate to 99% with MARA's AI solution, enhancing efficiency and online reputation.

Why it matters: Jennifer Seeckt, the Revenue & Guest Relation Manager of little BIG hotels, faced a daunting task. As the brand expanded its portfolio, managing guest review responses across multiple properties became an uphill battle. The manual method of responding to guest review was unscalable and ineffective, leading to response rates of 20% in busy months.

But with MARA's AI-powered solution, little BIG hotels not only streamlined their response management but also ramped up their response rate to 99%. Alongside, they also gained enhanced analytical insights and improved work efficiency. This is their remarkable success story.

Top 3 Core Objectives: Faced with challenges in managing guest reviews, little BIG hotels turned to MARA's AI-powered Online Reputation Management system. Through automation, smart snippets, platform integration, advanced analytics, multi-language capability, and continuous learning, MARA streamlined their review response process, boosted efficiency, and enhanced customer satisfaction while maintaining a consistent brand voice.

Automation of Responses: One of the major challenges little BIG hotels faced was manually crafting responses. MARA automated this process by generating review response drafts for new reviews, significantly reducing the time spent on managing reviews. This allowed Jennifer and her team to focus on other critical areas of their operations.
Integration with Major Platforms: Responding to reviews across multiple platforms was another headache that little BIG hotels wanted to eliminate. MARA's direct integrations with major platforms like Google and Booking.com simplified the response process, making it efficient and hassle-free.
Advanced Analytics: MARA provided comprehensive insights into customer feedback, enabling better strategic decisions. The detailed feedback analysis tailored to each hotel identified guest satisfaction trends and areas of improvement effectively, helping little BIG hotels cater to their guests' needs more precisely.

"Our response rate has significantly increased from 20% in December to over 90% now, thanks to Mara."

Jennifer Seeckt

Revenue Manager

👍 Revenue Manager Jennifer Seeckt said that Our response rate has significantly increased from 20% in December to over 90% now, thanks to Mara.:

"Our response rate has significantly increased from 20% in December to over 90% now, thanks to Mara."

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

Revenue Manager Jennifer Seeckt said, about their decision: "With its user-friendly interface, MARA quickly became an indispensable tool for little BIG hotels, allowing our team to focus on delivering quality responses rather than dealing with technical hurdles. Being able to actively participate in MARA's development by providing feedback and seeing improvements unfold has only heightened our satisfaction and confidence in the platform."

📈 The results: Little BIG hotels achieved a notable increase in review response rates from 20% to 99%, streamlined management across multiple properties, and enhanced guest satisfaction insights, all while significantly boosting work efficiency through MARA AI's automation and smart features.

Enhanced Operational Efficiency: The reduction in manual work due to MARA's automation features allowed Jennifer to redirect her focus towards other critical managerial tasks. This greatly improved operational efficiency and ensured smooth management across multiple properties.
Improved Guest Engagement: The ability to respond quickly and consistently to reviews dramatically enhanced guest relations. It fostered better communication and significantly improved the online reputation of little BIG hotels. Guests appreciated the prompt responses.
Personalization in Communication: Despite the automation, MARA's Smart Snippets and Brand Voice AI settings allowed little BIG hotels to maintain a personal touch in their responses. This ensured that guests felt valued and heard, adding to their overall satisfaction.