How Lieblingsplatz Hotels Centralized and Accelerated Their Review Management with MARA

OPERATIONS

Discover how Lieblingsplatz Hotels transformed their guest feedback processes with MARA’s AI solution, saving valuable time while delivering personalized, multilingual responses in their unmistakable brand voice.

Why it matters: As Partner Operations Manager at Lieblingsplatz Hotels, Inga Schütt oversees a portfolio of unique boutique properties, each with its own character but united under one brand. With guests booking and reviewing in multiple languages across various platforms, managing feedback quickly and consistently had become increasingly complex. Previously, the team had to log into different portals, copy and paste reviews, and manually craft each response – often under time pressure and with different people replying in different tones. Ensuring every guest received a prompt, on-brand, and language-appropriate answer was not only time-consuming but also difficult to standardize across locations.

By implementing MARA’s AI-powered reputation management solution, Lieblingsplatz Hotels gained a central cockpit for all guest reviews and messages. The AI now supports the team in generating fast, individual responses in multiple languages while maintaining the brand’s characteristic tone. This combination of centralization and smart automation has freed up valuable time for the team and enabled a more consistent and professional guest communication across all properties.

Top 3 Core Objectives: Lieblingsplatz Hotels wanted to significantly reduce the time spent on handling guest feedback by centralizing their review management. At the same time, they aimed to deliver fast, personalized responses in multiple languages while consistently reflecting their unique brand voice.

Centralize Review Management: Bring all reviews and guest feedback from different platforms and properties into one place to reduce complexity and enable a clear, unified process for the entire group.
Save Time Through AI-Replies: Minimize manual effort by leveraging AI to draft high-quality replies, allowing the team to handle a growing volume of feedback without increasing headcount or sacrificing quality.
Ensure Brand-Consistent, Multilingual Communication: Guarantee that every response reflects the Lieblingsplatz brand voice while addressing guests in their own language, strengthening the group’s positioning as a personable and guest-focused brand.

Innovators Mentioned

Lieblingsplatz Hotels

MARA Solutions

Inga Schütt

Partner Operations Management

Lieblingsplatz Hotels

"With MARA, we finally have a truly centralized solution for our review management. We save an enormous amount of time, respond to guests much faster in multiple languages, and still stay completely true to our Lieblingsplatz brand voice across all properties."

Inga Schütt

Partner Operations Management

👍 Partner Operations Management Inga Schütt said that We save an enormous amount of time, respond to guests much faster in multiple languages, and still stay completely true to our Lieblingsplatz brand voice across all properties.:

"With MARA, we finally have a truly centralized solution for our review management. We save an enormous amount of time, respond to guests much faster in multiple languages, and still stay completely true to our Lieblingsplatz brand voice across all properties."

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

Partner Operations Management Inga Schütt said, about their decision: "We chose MARA over other tools because it combines everything we need in one place: a truly centralized platform, powerful AI that understands our tone of voice, and an intuitive interface that our team could use productively from day one."

📈 The results: Implementing MARA has significantly optimized how Lieblingsplatz Hotels handles guest feedback, combining greater efficiency with higher communication quality.

Enormous Time Savings Through Centralized Management: All guest reviews and messages now flow into one central dashboard. The team no longer has to switch between platforms or accounts, which has drastically reduced administrative overhead and made daily review management much more efficient.
Fast, Individual Responses Thanks to AI: MARA’s AI drafts tailored replies within seconds, taking into account the content and sentiment of each review. Team members only need to review and fine-tune when necessary, turning what used to be a labor-intensive task into a streamlined, scalable workflow.
Consistent Brand Voice Across Languages and Locations: Whether a review is written in German, English, or another language, MARA helps create responses that match the Lieblingsplatz tone: personal, authentic, and guest-oriented. This ensures consistent communication across all properties and channels, reinforcing the brand and improving the overall guest experience.