Globales Hotels

•

Europe

How Globales Hotels unlocked 30,000+ new guest insights across its hotel portfolio

Reviewpro Reputation

Guest Service / Guest Facing Solution

How Globales Hotels unlocked 30,000+ new guest insights across its hotel portfolio

Europe

Area of operation

50+

Number of properties

10,000+

Number of rooms

Accommodations

Museums

Attractions

Catering establishments

By rolling out Reviewpro Reputation's guest surveys portfolio-wide, Globales Hotels unlocked 30,000+ new insights and improved satisfaction across its hotels. This enabled the group to make more data-driven decisions and continuously enhance the guest experience across its entire portfolio.

Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

Stellaris Digital

The topic

For hotel groups operating across multiple destinations, guest feedback is one of the most powerful tools for continuous improvement.

However, when feedback collection is inconsistent across properties, leadership loses the ability to identify trends, address operational gaps, and benchmark performance across the brand.

Globales Hotels faced exactly this challenge. While the group had already subscribed to Reviewpro Reputation’s Guest Survey module for the majority of their properties, only a small number of hotels were actively using it.

Without a unified feedback strategy, valuable guest insights remained untapped.

To unlock the full value of guest sentiment data, the group needed to transform the survey program into a fully activated, portfolio-wide system.

The study

This case study examines how Globales Hotels expanded the use of Reviewpro Reputation’s Guest Survey module across most of its hotel portfolio and the measurable operational improvements that followed.

Key research questions included:

• How can activating guest surveys across an entireportfolio improve feedback collection and engagement?
• What operational insights emerge when guest sentiment data is standardized across multiple properties?
• How does personalized survey communication influence response rates and satisfaction metrics?

Objective

The goal was to turn guest feedback from an underused tool into a strong, brand-wide asset by rolling out the Guest Survey across all 47 hotels, increasing feedback and response rates, standardizing surveys, generating actionable insights, and strengthening relationships with guests.

Methodology

In novembre 2024, Shiji and Globales Hotels launched a phased rollout of the Guest Survey module across the majority of the hotel portfolio.

Working closely with the Globales Hotels team, the project focused on both technical activation and experience design improvements to maximize guest engagement.

The rollout included optimizing surveys by reviewing and enhancing questions to better reflect the guest journey and operational priorities, redesigning post-stay and in-stay survey invitations with branded templates and tailored messaging for each property, and creating individual survey header images to maintain brand consistency while highlighting each hotel’s unique identity.

The implementation was aligned with the opening calendars of individual properties, ensuring a smooth rollout and high adoption rates across the portfolio.

Activating the survey module across all our hotels gave us the guest insights we needed to improve faster and more consistently across the entire portfolio.” — Iolanda Pericàs, Online Reputation Manager, Globales Hotels

Key findings & insights

Dramatic growth in guest feedback volume

Once the survey module was fully activated, guest participation increased significantly.

In just one year:

• Over 30,000 additional survey responses were collected
• Post-stay responses increased by 22,092
• In-stay survey participation increased by 8,030

This surge in feedback provided hotel teams with significantly more data to monitor service quality and identify improvement opportunities.

Higher guest satisfaction scores

The expanded survey program also revealed measurable improvements in guest sentiment.

Key results included:

• In-stay survey score: 4.02 / 5 (+0.07 increase)
• Post-stay survey score: 4.05 / 5 (+0.04 increase)
• Net Promoter Score: 25.14 (+3.12 increase)

These improvements demonstrate the value of combining guest feedback with proactive operational responses.

Brand-wide visibility into guest sentiment

With surveys active across all properties, leadership now benefits from consistent and comparable performance data.

This allows Globales Hotels to identify recurring guest concerns more quickly, share best practices between properties, monitor satisfaction trends in real time, and make stronger, data-driven decisions instead of relying on assumptions.

Frontline teams also benefit from clearer insights into guest expectations, enabling faster service improvements.

Metrics summary

All metrics compare performance between 2024 and 2025 following the full rollout of the Guest Survey module.

Metrics	Outcome
Hotels using survey module	47 hotels using the survey module, up from 7 properties in 2024
Total survey responses	51,321 responses in 2025 (+142% vs. 2024)
Post-stay survey responses	37,404 post-stay responses (+144% vs. 2024)
In-stay survey responses	13,917 in-stay responses (+136% vs. 2024)
In-stay satisfaction score	4.02 / 5 (+1.8% vs. 2024)
Post-stay satisfaction score	4.05 / 5 (+1.0% vs. 2024)
Net Promoter Score (NPS)	25.14 (+14.2% vs. 2024)

Conclusion

By fully activating Reviewpro Reputation’s Guest Survey module, Globales Hotels transformed its approach to guest feedback.

What was once an underused tool is now a brand-wide feedback engine powering service improvements and operational insight.

With higher response rates, stronger satisfaction scores, and unified visibility into guest sentiment, the group now has the data needed to continuously refine the guest experience across its hotels.

About

Globales Hotels

Globales Hotels is a Spanish hospitality group operatingmore than 50 hotels across some of the most popular tourist destinations in Spain and international markets. Known for its commitment to quality service, guest satisfaction, and continuous improvement,

the company serves both leisureand business travelers with a diverse portfolio of beachfront resorts, city hotels, and family-friendly properties. With a strong focus on innovation and operational excellence, Globales Hotels continuously invests in technology and guestinsight tools to enhance the guest experience and maintain high service standards across all properties.

About Shiji Group

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.For more information, visit shijigroup.com

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