Case Study

BATIQA Hotels established an internal target Performance Score of 92 and, within a year, exceeded expectations by attaining a score of nearly 94.

Mercedes Vaini

TrustYou · 十一月 08, 2025

BATIQA Hotels partnered with TrustYou in 2022 to gain deeper insights into guest satisfaction and identify key areas for improvement. By leveraging both TrustYou’s Analytics and Survey solutions, the eight-hotel group has made significant progress in enhancing its online reputation and overall business performance.

Why it matters: In today’s experience-driven travel industry, guest feedback is one of the most powerful tools for success. With TrustYou, BATIQA Hotels transforms insights into action—turning guest voices into measurable improvements, stronger brand reputation, and lasting business growth.

TrustYou CXP is the world’s leading guest experience and reputation management platform for the hospitality industry. Its suite of products helps hotels, resorts, and travel brands collect, analyze, and act on guest feedback from multiple sources—including surveys, online reviews, and social media. TrustYou Surveys allow hotels to design custom post-stay questionnaires and gather structured feedback directly from guests. TrustYou Analytics aggregates millions of reviews and comments from across the web, applying AI-powered sentiment analysis to uncover patterns, strengths, and areas needing improvement. The platform’s Actionable Insights help hotel teams improve operations, boost online scores, and drive higher booking conversion rates. By turning guest feedback into powerful, easy-to-use insights, TrustYou enables hospitality brands like BATIQA Hotels to build trust, deliver exceptional experiences, and outperform competitors.

Top 3 Core Objectives: BATIQA Hotels partnered with TrustYou in 2022 to enhance guest satisfaction, improve operational performance, and strengthen its online reputation. By utilizing TrustYou’s Analytics and Survey tools, the eight-hotel group aimed to better understand guest feedback, identify improvement opportunities, and implement data-driven strategies that elevate service quality and customer experience

Enhance Guest Satisfaction: Improve overall guest satisfaction by actively monitoring and responding to guest feedback through TrustYou Surveys
Strengthen Online Reputation: Improve reputation score by understanding how to

"“To maintain scores, we set up KPIs and use the tools inside TrustYou to monitor them. We also generate monthly reports and send them to all the GMs for their improvement. We adapt and change the SOP accordingly to make the guest experience richer and the procedures simpler.”"

Ms. Kartini Zhang

Operation Planning & Performance Manage

👍 Operation Planning & Performance Manage Ms. Kartini Zhang said that BATIQA Hotels uses TrustYou’s tools to monitor KPIs and share monthly performance reports with general managers, continuously updating SOPs to enhance guest experience and streamline operations:

"“To maintain scores, we set up KPIs and use the tools inside TrustYou to monitor them. We also generate monthly reports and send them to all the GMs for their improvement. We adapt and change the SOP accordingly to make the guest experience richer and the procedures simpler.”"

⚖️ The selection process: During their research process, Ms. Kartini Zhang evaluated TrustYou's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that TrustYou was the best fit solution:

Operation Planning & Performance Manage Ms. Kartini Zhang said, about their decision: "without quotes"

📈 The results: BATIQA Hotels exceeded its Performance Score goal within a year—rising from 92 to nearly 94—while doubling its review count and improving key sentiment scores for Service, Cleanliness, and Wi-Fi. These results reflect the group’s effective use of TrustYou’s tools to boost guest satisfaction, online reputation, and overall business performance.

Performance Improvement: BATIQA Hotels surpassed its internal Performance Score target of 92, reaching nearly 94 within just one year.
Increased Guest Engagement: The group doubled its total review count and raised its response rate by 4%, reflecting stronger engagement with guest feedback.
Enhanced Service Quality: Sentiment scores for Service, Cleanliness, and Wi-Fi all improved, driven by data-based actions and targeted staff training