Leandra, the Guest Experience Manager at STAYERY, faced a growing challenge as the brand expanded its portfolio of service apartments. With the opening of new locations and an influx of guest reviews, managing responses became increasingly complex and time-consuming. Initially, their response rate hovered around 30%, which was insufficient for maintaining a strong online reputation. However, with the implementation of MARA’s AI-driven reputation management solution, STAYERY not only streamlined their response process but also elevated their response rate to consistently over 90%. This is their remarkable success story.
Feel free to watch the recording of the live webinar (German) featuring Leandra, as an alternative to reading.
Key Achievements of STAYERY with MARA:
- A substantial increase in review response rate from 30% to over 90%;
- Efficient management of guest feedback across multiple properties;
- Significant time savings, equating to approximately 30 hours of manual work per month;
- Enhanced guest engagement and satisfaction through timely and personalized responses.
The Company
Founded in 2019, STAYERY is a service apartment brand that offers a unique blend of business and leisure accommodations. With eight properties currently operational in various cities and plans for further expansion, STAYERY aims to provide guests with a home-like experience while maintaining high standards of quality and service. The brand prides itself on its distinctive communication style, which includes a friendly and informal tone, often using emojis and a casual approach to guest interactions.
Leandra has been leading the Guest Experience department for two years, overseeing all aspects of guest communication from the reservation process to post-stay feedback management. Her commitment to enhancing guest experiences is central to STAYERY’s mission.
The Problem
As STAYERY expanded its portfolio, the volume of guest reviews surged, creating a significant challenge for Leandra and her team. The manual process of responding to reviews was not only time-consuming but also led to inconsistencies in communication. With a response rate of only 30%, they struggled to keep up with guest feedback, which negatively impacted their online reputation.
The team faced additional hurdles, including the need to maintain a consistent brand voice while addressing a growing number of reviews. The lack of an efficient system meant that some reviews went unanswered, further complicating their efforts to engage with guests effectively.
In essence, the manual and unscalable processes were hindering STAYERY’s ability to respond to guest feedback promptly and maintain a positive online presence. They needed a solution that could streamline their review management, enhance response quality, and provide actionable insights.
The Solution
To tackle these challenges, STAYERY turned to MARA. MARA’s AI-powered Online Reputation Management system offered a comprehensive solution for managing guest reviews across multiple properties. Here are the key features that STAYERY leveraged to transform their review management process:
1. Automated Response Generation
MARA automated the response process by generating drafts for new reviews, significantly reducing the time spent on managing feedback. This allowed Leandra and her team to focus on other critical areas of guest experience.
2. Brand Voice Integration
MARA enabled STAYERY to maintain their unique communication style through the use of Smart Snippets and tailored responses. This ensured that their brand voice remained consistent, even as efficiency improved.
3. Centralized Review Management
With MARA’s centralized inbox, STAYERY could easily track and respond to reviews from various platforms, streamlining their operations and ensuring no feedback went unanswered.
4. Actionable Insights
MARA provided detailed analytics on guest feedback, allowing STAYERY to identify trends and areas for improvement. This data-driven approach helped them enhance their service offerings and guest satisfaction.
5. Time Savings
By automating the response process, STAYERY saved approximately 30 hours of manual work each month, allowing the team to allocate more time to guest interactions and other essential tasks.
5. Continuous Improvement to Platform
MARA’s AI capabilities meant that the system learned from past interactions, continually improving the quality of response suggestions over time. This feature ensured that STAYERY’s responses became more refined and effective.
Through the implementation of MARA, STAYERY was able to overcome their challenges and significantly improve their review response rate.
The Experience
With MARA in place, STAYERY experienced a transformative shift in their review management process. Here’s how it impacted their operations:
1. Enhanced Operational Efficiency
The automation of responses allowed Leandra to redirect her focus towards improving guest experiences rather than getting bogged down in manual tasks. This greatly improved overall operational efficiency.
2. Improved Guest Engagement
The ability to respond quickly and consistently to reviews fostered better communication with guests, significantly enhancing STAYERY’s online reputation. Guests appreciated the prompt and personalized responses.
3. Personalization in Communication
Despite the automation, MARA’s Smart Snippets allowed STAYERY to maintain a personal touch in their responses, ensuring that guests felt valued and heard.
4. User-Friendly Interface
MARA’s intuitive design facilitated quick adaptation, making it a valuable tool in STAYERY’s daily operations. The ease of use meant that the team could focus on crafting quality responses rather than navigating complex software.
5. Active Participation in Tool Improvement
MARA’s commitment to continuous improvement allowed STAYERY to provide feedback and see enhancements in the tool’s functionality over time, further increasing their satisfaction with the platform.
In summary, the implementation of MARA led to substantial improvements in STAYERY’s review response rate and management process. The tool not only enabled them to efficiently handle their expanding portfolio but also drove enhanced guest engagement and improved online reputation.
Using MARA, STAYERY can now better leverage their online reviews to attract more guests and provide an unparalleled hospitality experience.
Experience MARA today
Just like STAYERY, you too can revolutionize your review management process and drastically improve your review response rate. Don’t let manual processes hold you back. With MARA, you can streamline your operations and boost your online reputation effectively.
To see how MARA can transform your business, register for a free trial or schedule a demo call with us. Take the first step towards efficient review management today.
About MARA Solutions
Effortless AI Online Reputation Management.
MARA helps you optimize your reviews to boost visibility and direct bookings with:
- The most personal AI for review responses that adapts to your language
- Review Inbox with collected reviews from all your review sources. Replying becomes as easy as hitting “Generate reply” > “Send” > “Done”.
- Truly personalized and actionable analytics, as individual as each hotel
- Response automation (e.g. automatic responses to 5-star reviews without text from Google)
Tobias Roelen-Blasberg
Co-Founder
MARA Solutions GmbH
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