Case Study

How Royal St Andrews Streamlined Guest Feedback and Online Reputation Management from Day One with GuestRevu

Sarah Came

GuestRevu · 十二月 01, 2025

Royal St Andrews implemented GuestRevu from the moment they opened to gather structured guest feedback, monitor online reputation, and understand guest expectations. This ensured the team could make informed decisions, improve service quickly, and support their broader destination-focused offering.

Why it matters: Opening a new hotel without reliable feedback systems can lead to blind spots that affect guest experience. Royal St Andrews needed structured insights from the start to meet evolving guest expectations and manage their reputation efficiently.

GuestRevu provides automated post-stay surveys and consolidated online review monitoring, allowing Royal St Andrews to collect detailed guest feedback across the hotel, spa and restaurants. With all feedback gathered in one place, the team can identify trends, respond quickly to online reviews, and use insights to refine both operations and guest communication.

Top 3 Core Objectives: Royal St Andrews wanted a structured, reliable feedback system from day one.

Collect Structured Feedback: The team needed to replace manual comment cards with automated surveys that captured consistent, detailed feedback across all departments. They wanted enough data from the outset to understand guest needs and make informed improvements.
Anticipate Guest Expectations: With guest needs constantly shifting, the hotel required clear insights into emerging trends so they could adjust services, amenities and communication proactively rather than reactively.
Manage Online Reputation Efficiently: Monitoring Tripadvisor, Google and Booking.com manually was too time-consuming. The hotel needed a consolidated system to track reviews, respond promptly and maintain a positive online presence.

"With GuestRevu, we get a consolidated report weekly of where our online reputation management has been for the previous week. So it saves a lot of time and it enhances productivity."

Difford Louw

General Manager

👍 General Manager Difford Louw said that his team have more time to focus on guest experience:

"With GuestRevu, we get a consolidated report weekly of where our online reputation management has been for the previous week. So it saves a lot of time and it enhances productivity."

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

General Manager Difford Louw said, about their decision: "When I came here, one of the things I asked for first was that we have GuestRevu do the guest feedback for us. It didn't take a lot for any of the other management or the general manager at the time and the owners to see the benefits in having it. The amount of information that we get via GuestRevu is by far better than a manual process."

📈 The results: GuestRevu has enabled Royal St Andrews to gather actionable guest insights, respond to reviews efficiently, and make immediate operational improvements across the hotel. The team now uses feedback to enhance service, train staff, and support their broader destination marketing efforts.

Implemented automated post-stay surveys from day one, enabling the team to make early operational improvements based on real guest data.
Improved service and communication through consistent feedback. For example, refining breakfast service and upgrading Wi-Fi based on recurring guest comments.
Streamlined online reputation management with all reviews consolidated into one dashboard, making it faster and easier to respond and maintain positive guest sentiment.