Case Study

Elevating Luxury: Mandarin Oriental's Strategic Partnership with TrustYou for Global Guest Experience Optimization

Mercedes Vaini

TrustYou · 十二月 15, 2025

Since 2016, the Mandarin Oriental Hotel Group has continuously leveraged TrustYou's Reputation Management Platform to strategically optimize its unique and global guest experience. The partnership began with implementing the Analytics Platform to gain deep insight into guest feedback and identify areas for improvement; its impact was further amplified in 2021 with the successful launch of TrustYou Post-Stay Surveys, which delivered an immediate and significant boost to the guest response rate.

Why it matters: This partnership demonstrates how the world's leading luxury hospitality brands leverage advanced reputation management to capture actionable guest feedback, driving immediate improvement in service delivery and response rates.

Since 2016, TrustYou's platform has provided Mandarin Oriental with sophisticated Analytics to understand and act on guest feedback, later adding Post-Stay Surveys (launched in 2021) to significantly boost response rates and guest engagement.

Top 3 Core Objectives: The Mandarin Oriental Post-Stay Survey dramatically increased its response rate from 8% to 19%, providing critical global feedback in 15 languages, and focused on loyalty metrics like return and recommendation likelihood to drive up guest satisfaction and ADR.

Increase Survey Response: The response rate for the Post-Stay Survey grew from 8% to 19% over the first three months. This increase provides Mandarin Oriental with visibility into areas for improvement to enhance guest experience, drive higher feedback scores, and ultimately increase ADR (Average Daily Rate).
Focus on Guest Loyalty: The survey was specifically built to focus on loyalty by including questions about a guest's likelihood to recommend, their likelihood to return, and their loyalty to the Fans of Mandarin Oriental Loyalty Program. This provides insight into guest retention and satisfaction.
Global Customization & Insight: The TrustYou Guest Surveys were built in 15 languages, allowing Mandarin Oriental to collect critical insights on a global scale. The detailed data points collected include room number and staff satisfaction.

"Since hosting our survey, TrustYou has helped Mandarin Oriental increase the response rate from 8% to 19% through a simple yet effective email invitation and QR codes and more recently via text messaging."

Sarah Besser

Director of Service Excellence, MOHG

👍 Director of Service Excellence, MOHG Sarah Besser said that TrustYou utilized simple yet effective methods like email, QR codes, and text messaging to help Mandarin Oriental dramatically increase its post-stay survey response rate from 8% to 19%.:

"Since hosting our survey, TrustYou has helped Mandarin Oriental increase the response rate from 8% to 19% through a simple yet effective email invitation and QR codes and more recently via text messaging."

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

Director of Service Excellence, MOHG Sarah Besser said, about their decision: "without quotes"

📈 The results: The partnership delivered immediate and significant results, primarily by transforming guest engagement and feedback capture:

Survey Response Rate: The Post-Stay Survey response rate more than doubled, increasing from 8% to 19% within the first three months.
Global Visibility: The multi-lingual (15 languages) survey collection provided Mandarin Oriental with a broader, more intricate view of guest needs, including granular data on staff satisfaction and room number specific feedback.
Business Impact: This increase in actionable feedback is the foundation for improving the guest experience, which is expected to drive higher feedback scores and ultimately increase ADR (Average Daily Rate).