Case Study: 5 Star Luxury Hotel

The unique value proposition of Trustmybiz is the ability to provide actionable real time feedback electronically and interactively. In addition, add-on features, all electronically implemented, make rewarding key customers easy and economical.

A luxury 5 star hotel recently implemented Trustmybiz. The early case history is illustrative of the value of Trustmybiz from a business improvement and cost savings point of view.

Our client is a 5 star hotel that is part of a small luxury hotel chain in Europe. They cater to the top 1% of the market. With 52 beautifully appointed rooms, the hotel offers each guest their own private retreat.

The hotel also boasts one of the few 3 star rated restaurants in Germany.

The guest experience is further enhanced with exclusive wellness selections and diverse recreational choices, which not only make this castle hotel one of the most beautiful anywhere, but also one of the best luxury hotels in the world.

The management of the hotel was looking for a solution to enhance their guests’ experiences through continuous usable feedback that would lead to product and service improvements.

Furthermore, they were looking to replace their expensive and ineffective rewards system. Trustmybiz was chosen because of their unique internet-based solution that combines customer experience management with a rewards system at a price point unmatchable in the industry.

Prior to implementing Trustmybiz’s solutions, the hotel was collecting feedback through a combination of or personal contact, paper surveys, and external quality reviews. The process yielded a very low rate of return of guest feedback, and almost no feedback from external suppliers or business partners. It also did not address any of the multiple other touch points outside the immediate hotel experience, ie website, mailing, advertising, etc.

With Trustmybiz, the hotel provides an ongoing platform for guests to provide usable and topical feedback, and can even provide incentives for guests to return to the brand feeling they have been an integral part of continuous product improvement.

With Trustmybiz, feedback is collected automatically from anybody, anywhere, giving the hotel a much broader base of information to work from. The electronic nature of the process makes receiving, analyzing, and archiving feedback easy and virtually free.

Why?  Since Trustmybiz is internet based and fully automated, and easily customized for our clients, the hotel has been able to encourage feedback writers to write criticism or praise whenever they want, and be assured that it will go directly into the hands of the feedback administrator at the hotel.

The real-time capabilities of the system allow the hotel to take corrective actions on issues and to immediately respond to proposed opportunities to enhance guest satisfaction.

From a financial point of view, the hotel plans to save at least 50% on the budgeted amount for feedback collection and processing, an annual savings estimated at $6500- $9000.

Additionally, the hotel was also part of Miles and More, a Lufthansa sponsored rewards program. With $11 per transaction, the hotel paid over $18,700 for booking rewards points each year. The hotel has experienced little to no additional sales trackable to their participation in the program. Most rewards points appear to be consumed by the airlines. The hotel found the rules and regulations of the program cumbersome when trying to offer wider choices of rewards.

With Trustmybiz, the hotel will discontinue the use of Miles and More, providing immediate savings of $18,700 per year. On top of the admin savings for feedback of at least $6500, this 52 room hotel is planning on OOP savings of at least $25,000 in year 1 with Trustmybiz.

With Trustmybiz, all transactions in the system are free and the hotel has full control over the kind of rewards they are offering. Rewards are linked to providing value through feedback and not simply purchase volume, creating deeper customer involvement and loyalty to the hotel. The system is also very easy to use and it is not necessary to carry a card of remember a pin.

In summary, the hotel expects to reduce operating costs by at least $25,000 in year 1.
In addition, they believe the new interactive relationship created by Trustmybiz will increase sales volume and create stronger brand advocacy among their guests and business partners.

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