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Re:Guest meets Customer Alliance: Best Practice “My Arbor”
Automating guest feedback while maintaining authentic contact with the customer
Reputation management is now more important than ever for every hotel. It’s no longer just about responding to reviews, but about an active process that involves all communication with guests. My Arbor***** in South Tyrol is a perfect example of how feedback automation can work hand-in-hand with personal and strategic communication, creating value for the hotel and its customers.
Introduction to My Arbor
My Arbor is an exclusive Adults-Only hotel located in the heart of the Plose Forest near Brixen. Surrounded by nature, the hotel is the perfect retreat for those seeking tranquility, slow living, and uncompromising quality. The hotel's philosophy reflects in every aspect, from the care for service to the personalization of each guest's experience. Since November 2024, My Arbor has chosen to integrate Re:Guest and Customer Alliance to manage its reputation more efficiently, while maintaining direct and human contact with its guests.
The Challenge for My Arbor
The main challenge for My Arbor was how to efficiently manage the growing volume of guest feedback while improving the quality of the reviews received. The hotel wanted to collect more feedback and analyze it to identify concrete opportunities for improvement, while still maintaining the quality of service without compromising the guest experience. The goal was to integrate a system that would automate the processes without losing the human touch that makes the hotel so special.
The Integration: Benefits and Implementation
The integration between Re:Guest and Customer Alliance brought many benefits to My Arbor, making the process of collecting and analyzing feedback much more efficient.
The integration of Re:Guest and Customer Alliance allowed My Arbor to automate a crucial process like reputation management while still maintaining personal contact with guests. The system helped save time, improve the quality of reviews, and foster continuous service improvements. Thanks to the perfect integration of the systems, My Arbor was able to turn an automated process into a real, authentic connection with its guests. "We highly recommend this integration," says My Arbor’s team. "It saves us time, provides high-quality feedback, and helps us turn words into real change."
The integration between Re:Guest and Customer Alliance brought many benefits to My Arbor, making the process of collecting and analyzing feedback much more efficient.
- Automating the feedback process: The system automatically sends a review link to guests right after their stay, when the memory of the experience is still fresh. This led to a significant increase in response rates and allowed for much more detailed and meaningful feedback, even from guests who usually don’t leave reviews.
- Personalizing feedback: The feedback form was tailored to the specific needs of My Arbor, with targeted questions for each department of the hotel. Additionally, a feature was added to leave a comment in case of negative reviews, allowing for a more complete picture and the ability to respond more effectively.
- Feedback analysis: Reviews are analyzed via Customer Alliance’s system, with easily understandable graphical reports. My Arbor’s team regularly discusses the results in monthly meetings to review KPIs and identify areas for improvement. Relevant information is saved in the guest profiles, so that their needs can be addressed more personally in future stays.
The integration of Re:Guest and Customer Alliance allowed My Arbor to automate a crucial process like reputation management while still maintaining personal contact with guests. The system helped save time, improve the quality of reviews, and foster continuous service improvements. Thanks to the perfect integration of the systems, My Arbor was able to turn an automated process into a real, authentic connection with its guests. "We highly recommend this integration," says My Arbor’s team. "It saves us time, provides high-quality feedback, and helps us turn words into real change."
Who is Re:Guest?
Re:Guest is the most advanced Hotel CRM on the market, featuring intelligent guest communication for sales and marketing. With the Sales Cycle, it taps into the full revenue potential of rooms and additional services at every stage of the guest journey. Thanks to its integrated messenger, WhatsApp communication, Ominchannel Inbox and personalized newsletters, guest communication is taken to a whole new level. With CR:IS, Re:Guest expands the reception team. The virtual employee with cognitive AI answers 100% of guest questions, guides them from inquiry to booking and continuously learns in the training center.
Who is Customer Alliance?
Customer Alliance is the comprehensive platform for Customer Experience Management, enabling companies to unlock the full potential of customer satisfaction. With automated touchpoints along the entire customer journey, feedback becomes measurable value. Thanks to automatic surveys, review management, AI-powered text analysis, and a central dashboard, Customer Alliance takes guest satisfaction and online reputation to the next level. The solution continuously analyzes quantitative and qualitative guest data, identifies patterns, and delivers actionable recommendations to improve service and operations – for hotels, clinics, car dealerships, and more.
Re:Guest is the most advanced Hotel CRM on the market, featuring intelligent guest communication for sales and marketing. With the Sales Cycle, it taps into the full revenue potential of rooms and additional services at every stage of the guest journey. Thanks to its integrated messenger, WhatsApp communication, Ominchannel Inbox and personalized newsletters, guest communication is taken to a whole new level. With CR:IS, Re:Guest expands the reception team. The virtual employee with cognitive AI answers 100% of guest questions, guides them from inquiry to booking and continuously learns in the training center.
Who is Customer Alliance?
Customer Alliance is the comprehensive platform for Customer Experience Management, enabling companies to unlock the full potential of customer satisfaction. With automated touchpoints along the entire customer journey, feedback becomes measurable value. Thanks to automatic surveys, review management, AI-powered text analysis, and a central dashboard, Customer Alliance takes guest satisfaction and online reputation to the next level. The solution continuously analyzes quantitative and qualitative guest data, identifies patterns, and delivers actionable recommendations to improve service and operations – for hotels, clinics, car dealerships, and more.
