How Imlauer Hotels Connects Guest Reviews to Hotel Operations

OPERATIONS

Imlauer Hotels is a family-run group with five properties across Austria: three in Salzburg, one in Vienna, and a golf and wellness resort in Styria, around 560 rooms in total. Hotel director Johannes Rott leads the group's technology evaluation, including its migration to Mews.

Why it matters: Before MARA, replying to guest reviews across five properties and five restaurants was manual work, spread thin, with no meaningful AI behind it. Today, MARA's autopilot answers the large majority of Imlauer's reviews automatically, at what Johannes estimates is 99 percent accuracy, and the reviews that do reach a person trace back to the staff member who handled that stay, feed a monthly recognition program, give ownership hard evidence for investment decisions, and route straight into Flexkeeping as maintenance tickets.

MARA's autopilot drafts and publishes replies to three-to-five-star reviews automatically. Because MARA is connected to Mews, every review links back to the reservation and the staff who handled the stay, and MARA's Service Ticket AI turns maintenance issues mentioned in reviews into Flexkeeping tickets with the room number attached.

Top 3 Core Objectives: Imlauer wanted to take manual review work off its managers' plates across five hotels and five restaurants, and turn guest feedback into something it could act on.

Automate review responses: Replying to reviews was manual work in Revinate, with each hotel manager handling their own property and one person covering all five restaurants.
Connect reviews to staff: There was no way to trace a review back to the reservation or the staff member behind it, so feedback couldn't be used for coaching or recognition.
Evidence for investments: Imlauer had no structured way to bring guest review evidence into investment conversations with ownership.

Innovators Mentioned

Imlauer Hotels

MARA Solutions

Johannes Rott

Hotel Director

Imlauer Hotels

"It works really, really well. The autopilot is so well trained that about 99 percent of the answers come back perfect. That's quite a lot of work that isn't being done anymore, because the system takes over."

Johannes Rott

Hotel Director

👍 Hotel Director Johannes Rott said that MARA's autopilot handles about 99 percent of review responses perfectly, taking a lot of work off the team.:

"It works really, really well. The autopilot is so well trained that about 99 percent of the answers come back perfect. That's quite a lot of work that isn't being done anymore, because the system takes over."

⚖️ The selection process: During their research process, Johannes Rott 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:

Hotel Director Johannes Rott said, about their decision: "When we compared it to other tools, there was a lot more functionality for the price."

📈 The results: MARA's autopilot now answers most of Imlauer's reviews automatically, while review data drives staff recognition, backs investment requests to ownership, and creates maintenance tickets in Flexkeeping without anyone logging them by hand.

99% of autopilot answers come back accurate by Johannes's own estimate, covering the bulk of three-to-five-star reviews across five properties and five restaurants. Only one or two reviews a month still need his personal attention.
A staff recognition program built entirely on review data, with one employee named 65 times in a single year and rewarded with an overnight stay.
No more manual logging of maintenance tickets: issues flagged in reviews go straight into Flexkeeping, and recurring complaints like soundproofing now come with evidence for ownership.