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Smarter Reviews, Happier Guests: Unlocking the Power of AI
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This case study hasn't been verified by HM Hotels yet
HM Hotels & whala!hotels and are two distinct hotel brands under the umbrella of HM Hotels, a family-owned company established in 2002. The company operates a diverse portfolio of hotels across Mallorca, Mexico, and the Dominican Republic, focusing on delivering quality services and promoting sustainable development within local communities. Always seeking innovative solutions, HM Hotels led the way in adopting AI-driven automation to revolutionize review management.
Why it matters:
In an industry where guest satisfaction and efficiency are critical to success, HM Hotels successfully integrated Shiji’s groundbreaking AI-powered functionality, Reviewpro Reputation to respond to guest reviews. This marked a significant milestone in AI-driven guest engagement, setting a new benchmark for the hospitality sector.
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HM Hotels implemented Reviewpro Reputation, Shiji’s AI-powered review management tool, to streamline how guest feedback is handled across its 23 properties. The system aggregates reviews from multiple platforms, automatically generates suggested responses using AI, and allows staff to review and personalize replies,improving efficiency, response rates, and guest engagement without increasing workload.
Top 3 Core Objectives:
HM Hotels aimed to go beyond basic review management, they wanted to transform how guest feedback was handled at scale.
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Enhance Review Response Efficiency: Reduce response times, especially for negative feedback.
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Increase Engagement: Respond to a higher percentage of guest reviews to improve guest satisfaction.
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Streamline Operations: Eliminate the inefficiencies of managing multiple review platforms by using a single, fully integrated system.
"One of the most valuable aspects of this tool is the considerable time savings it provides. What was once a repetitive and time-consuming task can now be accomplished in a fraction of the time, allowing our team to focus on other critical operational areas... the tool enables us to generate highly customized responses tailored to each review, incorporating valuable insights that address recurring complaints with precise and informative replies."
Diana Villanueva Aubeso
Online Reputation Manager
Innovators Mentioned
HM Hotels
Shiji Group
Diana Villanueva Aubeso
The hotelier hasn't yet verified the case study.
Online Reputation Manager
HM Hotels
👍 Online Reputation Manager
Diana Villanueva Aubeso
said that The tool significantly reduces time spent on review management by automating personalized, insight-driven responses, freeing up staff to focus on higher-value tasks.:
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"One of the most valuable aspects of this tool is the considerable time savings it provides. What was once a repetitive and time-consuming task can now be accomplished in a fraction of the time, allowing our team to focus on other critical operational areas... the tool enables us to generate highly customized responses tailored to each review, incorporating valuable insights that address recurring complaints with precise and informative replies."
⚖️ The selection process:
During their research process, Diana Villanueva Aubeso
evaluated Shiji Group's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Shiji Group was the best fit solution:
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Online Reputation Manager Diana Villanueva Aubeso said, about their decision: "Implementing Reviewpro's AI-powered review response tool has significantly enhanced our guest feedback management process. We can now provide personalized responses to recurring complaints and pain points, delivering great value to both current and potential guests — quickly and without errors. We have gained efficiency, accuracy, and improved the guest experience."
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The results:
Since implementing this system in January 2025, HM Hotels has significantly improved response times, review engagement, and guest satisfaction across all 23 properties.
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Responded to over 82% of the 661 reviews received.
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Response time for negative and neutral reviews was under 2.7 days.
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Achieved a 100% response rate on key platforms like Google, Booking.com, and Tripadvisor.
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