Case Study

GuestRevu, RoomRaccoon and MINT Hotels - how this tech integration worked perfectly for innovative manageMINT

Sarah Came

GuestRevu · דֵצֶמבֶּר 10, 2023

MINT Hotels use GuestRevu and RoomRaccoon as part of their best-in-breed tech strategy: finding top contenders in each category and then creating a seamless integration.

Why it matters: MINT was a new brand, but it was expanding at a break-neck speed. The group was quickly outgrowing stagnant technologies, and old-school data-entry procedures. They weren’t getting to all of the guest feedback all of the time, and when they were, it was a full-time job.

MINT needed software to help them gather actionable insights from their guest feedback that they could rely on when making operational decisions.

Top 3 Core Objectives: Finding best-in-breed technology that could keep up with their growing, innovative approach Implementing a simpler way to deal with guest feedback and reviews Keeping an eye on detail even as the group grew

Best-in-breed technology: To operate in the innovative, guest-centric way they wanted to at MINT Hotels, they needed to have a quality tech stack at their disposal. Integrating their property management system and guest feedback was very important to MINT.
Simplifying guest feedback: Consolidating and analysing online guest feedback manually was taking up too much of the team's time, and they didn't have much data to show for it. MINT realised that they needed to fully understand each guest's experience with the group through quality guest feedback solutions, and they software to help them gather actionable insights from their guest feedback – data they could rely on when making operational decisions.
Big group, small details: As the group expanded, MINT's management team noticed that there were discrepancies at some of the properties. Although these are inevitable for any hospitality business, as Adriaan Liebetrau, head of hospitality for MINT, says, “If you really care about your guests, you want to know what your guests are saying about you.”

"Since implementing GuestRevu, our complaints have actually come down, because of the fact that we have so many repeat guests and now we can interact with them in much more detail. If there is something they are asking for, for example, introducing a breakfast buffet at Katherine, we can act on it. It’s helped us to listen to what guests are saying and then implement it."

Adriaan Liebetrau

Head of Hospitality for MINT

👍 Head of Hospitality for MINT Adriaan Liebetrau said that he now has happier guests who come back again and again:

"Since implementing GuestRevu, our complaints have actually come down, because of the fact that we have so many repeat guests and now we can interact with them in much more detail. If there is something they are asking for, for example, introducing a breakfast buffet at Katherine, we can act on it. It’s helped us to listen to what guests are saying and then implement it."

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

Head of Hospitality for MINT Adriaan Liebetrau said, about their decision: "I think what I realised in the last year is that one system cannot be everything. A lot of the other systems are trying to be everything but it isn’t working. The fact that you can get all of the different systems to work together has been a real bonus for us."

📈 The results: An integrated ecosystem of best-in-class tools and solutions, to consolidate data, make informed decisions about the growing brand and ensure that each guest is being heard.

A reduction in guest complaints, and a better understanding of guest sentiments, allowing the group to grow rapidly and diversify their product offering in accordance with what their guests are actually asking for, (rather than what management thinks the guests are interested in).
Quick and easily digestible data from guest feedback, that can be used in summary format by management at head office, and explored more in-depth by teams on the ground to ensure any issues are tackled quickly and effectively.
Between the customised questionnaires tailored to each hotel type, and consolidated information on one easy-to-use dashboard “it has helped to streamline a lot of the feedback and reviews,” says Adriaan. “So now, when we meet with the business partner once a month to show them what is happening, and meet with the team on the ground to go through what's happening at the hotel, part of those meetings is the GuestRevu report, where we can see what is needed in each property.”