In today’s hospitality industry, guest expectations continue to rise, with real-time feedback playing a crucial role in shaping brand reputation and loyalty. For operators managing diverse and unique properties, fragmented systems for monitoring guest sentiment can hinder both operational agility and service recovery.
Voyages Indigenous Tourism Australia (Voyages), which operates accommodations and experiences across two iconic locations, Ayers Rock Resort and Mossman Gorge Cultural Centre, faced these exact challenges. Prior to adopting Reviewpro Reputation, their feedback collection methods were lengthy, inconsistent, and often delivered insights too late for corrective action. Surveys were static, and at times, participation rates were low, while the lack of a centralized platform made online review management labour-intensive.
To address these gaps, Voyages sought to capture targeted, real-time insights, consolidate all guest feedback into a single system, and support faster, more consistent service recovery across their portfolio.
