Case Study

How Derby Hotels Reduced Review Response Time by Over 75% with HotelSpeaker

Isabelle Massagé

Hotel Speaker · 十二月 09, 2025

Derby Hotels Collection implemented HotelSpeaker to simplify and automate guest review responses across their properties.

Why it matters: By leveraging AI-generated, human-quality responses, Derby Hotels saved significant time while maintaining personalization and multilingual support.

HotelSpeaker’s AI-powered platform enabled Derby Hotels to respond to 100% of online reviews without burdening their staff, while ensuring tone consistency and native-language quality across their 20+ properties.

Top 3 Core Objectives: Derby Hotels aimed to maintain brand voice and language quality while reducing the time required to manage online guest feedback.

Decrease repetitive work: Reduce the time staff spent manually connecting to every platform, reading reviews and responding, while ensuring all reviews receive timely, thoughtful and on-brand replies.
Ensure Multilingual Consistency: Guarantee high-quality, consistent replies in various languages, crafted by native speakers.
Eliminate Generic Responses: Preventing repetitive, generic responses that could negatively affect brand perception.

"With HotelSpeaker we spend less than half of our current time responding to reviews, valuable time we can spend with our hosted guests."

David Martínez

Digital Marketing Manager

👍 Digital Marketing Manager David Martínez said that Automating review responses helped free up staff for guest-facing tasks.:

"With HotelSpeaker we spend less than half of our current time responding to reviews, valuable time we can spend with our hosted guests."

⚖️ The selection process: During their research process, David Martínez evaluated Hotel Speaker's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Hotel Speaker was the best fit solution:

Digital Marketing Manager David Martínez said, about their decision: "Hotelspeaker allows our staff to focus on high value tasks and guests, by automating repetitive desk job. The cost pays for itself on saved workforce hours and indirect ADR increase."

📈 The results: With HotelSpeaker, Derby Hotels Collection saved over 7.000 hours/year on review responses and improved customer engagement by replying faster and more accurately.

Over 75% reduction in staff time spent on review responses across 22 properties.
Achieved 100% response rate on major platforms, responding within 72h, which increased their rankings, and indirectly helped raising ADR in +35€ average YoY.
Enhanced staff engagement by redirecting their focus to high-value, guest-facing tasks.