How Capilon Hotels Turns Guest Reviews Into Maintenance Tickets, Automatically, With MARA

OPERATIONS

Capilon Hotels runs a portfolio of independent boutique townhouse hotels across central London, with a lean team covering everything from reception to maintenance at every property. COO Sam Shepherd connected that team to MARA for reputation and guest intelligence, Mews as the PMS, and Flexkeeping for maintenance and housekeeping.

Why it matters: Before this integration, spotting a maintenance issue buried in a guest review meant someone manually checking every OTA extranet each morning, then cross-referencing the PMS to work out which room and reservation it belonged to. Now MARA reads the review, pulls the room number from Mews, and creates a ticket in Flexkeeping before the maintenance team's shift starts the next morning.

MARA enriches every guest review with the reservation data behind it, including room number, room type and stay dates. Its Service Ticket AI then scans those enriched reviews for anything a guest flagged that needs attention and pushes it into Flexkeeping under dedicated MARA Repair and MARA Housekeeping assignment codes, so the right team sees it without anyone forwarding a thing.

Top 3 Core Objectives: Capilon's team had a task management process, but no reliable way to connect a guest review to a room. Closing the loop on a maintenance issue raised in a review was manual, slow and easy to miss.

Catch every flagged issue: Stop relying on a receptionist checking each OTA extranet every morning to spot reviews that mention a problem. Issues were sometimes missed because nothing guaranteed a flagged review reached the maintenance team.
Match reviews to rooms: Remove the manual step of cross-referencing each review against the PMS to find the guest's reservation and room number before anything could be actioned.
Give staff time back: Free reception from a slow, error-prone daily report so the team spends less time behind a screen and more time talking to guests.

Innovators Mentioned

Capilon Hotels

MARA Solutions

Sam Shepherd

COO

Capilon Hotels

"It's made us all much more efficient, and it's made the operations slicker. It means our team have more time to interact with guests and less time behind a screen trying to work out what's going on."

Sam Shepherd

COO

👍 COO Sam Shepherd said that Automating the handoff from review to maintenance ticket made Capilon's operations slicker and gave the team back time with guests.:

"It's made us all much more efficient, and it's made the operations slicker. It means our team have more time to interact with guests and less time behind a screen trying to work out what's going on."

⚖️ The selection process: During their research process, Sam Shepherd 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:

COO Sam Shepherd said, about their decision: "This is an integration that's incredibly powerful. Now the maintenance team opens their phone in the morning and they've got not only the tickets logged overnight, but everything that's come in on Booking.com, Expedia and the rest."

📈 The results: Since going live, MARA has automatically created 581 maintenance and housekeeping tickets straight from guest reviews, and issues that once took days to resolve are now typically fixed the same morning the review arrives.

581 tickets created automatically from guest reviews, covering maintenance and housekeeping issues that would previously have needed someone to spot them by hand.
Same-morning fixes instead of days. The maintenance team opens their phone to tickets logged overnight from Booking.com, Expedia and the rest, with the room number already attached.
Honest replies and a better next stay. Because each ticket is tracked to resolution, the team can tell a guest the issue is already fixed rather than noted, and the next guest in that room does not meet the same problem.