When My Arbor, a stunning 5-star adults-only hotel in South Tyrol, Italy, set out to take post stay feedback a step further, the goal was clear: personalize and automate the process to get better results, without adding extra work for the team.

At the time, their process around guest feedback was fragmented and time consuming. They needed something more efficient. A solution that could run quietly in the background, increase review volume, and provide actionable insights.

By integrating Customer Alliance and Re:Guest, they achieved exactly that. The feedback loop became faster, more structured, and easier to manage. And the results speak for themselves: more reviews, more structured guest satisfaction surveys, higher scores, and a process the team can rely on every day.

Key achievements after the integration

• Google reviews increased by approximately 55.5% compared to the same period the year before the integration
• 3.1% increase in the average satisfaction score on Google
• 4.3% increase in the average satisfaction score on Tripadvisor
• In 2025, 70% of My Arbor’s Tripadvisor reviews came directly from Customer Alliance’s automated post-stay distribution.
• An average of 2 personalized survey replies per day over the last 8 months
• Fully automated survey delivery and review distribution
• Centralized evaluation and response management direct in Customer Alliance
• Easier monthly KPI tracking across teams, including NPS, CSAT & Review scores

And behind the scenes, it simply made things easier:

“The integration mainly saves us a lot of time. There’s no need to use an additional system, and our existing workflow remains unchanged, especially for the front desk team, this means no extra effort.”, said the Executive Assistant at My Arbor, Sara Priller.

About My Arbor Hotel 

My Arbor Hotel is a 5-star adults-only retreat designed for those seeking rest, connection, and renewal, high above the hills of South Tyrol, Italy, surrounded by forest and silence, Built on stilts among the treetops, the hotel invites guests to slow down, breathe deeply, and rediscover what matters.

Everything at My Arbor is personal. Guests enjoy tailor-made experiences, from the spa to the restaurant. And that same personal touch extends to how the hotel handles feedback. It’s not just collected. It’s listened to, shared with the team, and used to keep improving.

The challenge: Guest satisfaction surveys and reviews were time-consuming and fragmented

My Arbor had a clear vision for guest communication: every touchpoint should feel personal and reflect the hotel’s brand. But when it came to collecting and managing post-stay feedback, the process fell short. 

Surveys were sent manually. Reviews came in across multiple platforms. Responding to each one meant switching between tools, translating content, and crafting replies from scratch. The process was time-consuming, easy to lose track of, and difficult to scale.

They needed a more effective way to collect insights, one that would send customized surveys automatically, boost response rates, and guide guests to leave reviews on the platforms that matter most like Google, Tripadvisor, and Expedia.

The solution: Smarter post stay feedback, fully integrated with the hotel’s CRM

With Customer Alliance integrated to Re:Guest, My Arbor has an automated and simple feedback process. 

After check-out, for example, every guest receives a post-stay message sent automatically by the CRM, Re:Guest. Inside that message, Customer Alliance takes care of what happens next, without any extra work for the team.

Some guests are invited to fill out a personalized survey, which was created by the Hotel together with Customer Alliance, focusing on areas where post stay feedback could drive real improvement.

Other guests are guided to leave a public review on platforms like Google, Tripadvisor, or Expedia. 

The system handles this automatically, rotating between platforms week by week. No manual setup. No extra steps. The hotel gets more reviews where it matters most and more insights from the survey, all in one smooth process.

Once collected, results are displayed visually in Customer Alliance’s review management software, making it easier to spot patterns, share results with the team, and plan next steps.

“The evaluation of guest reviews is now much easier and more structured”, as highlighted by the hotel’s team.

Everything runs in the background, helping the team save time and focus on what really matters: the guest experience.

Why it works: a simple Customer Alliance integration with zero disruption

The success of the integration between Customer Alliance and Re:Guest comes down to how easily it fits into My Arbor’s operations. Nothing needed to be rebuilt or replaced, just integrated.

The setup required minimal effort from the hotel. Everything was handled by the support teams, making the rollout simple and smooth.

“The entire setup was handled by the support teams from Customer Alliance and Re:Guest. We only received the review invitation key and passed it on to Re:Guest. Then, a support appointment was scheduled to carry out the integration reliably”, said My Arbor’s Executive Assistant.

The takeaway: efficient post-stay feedback and more direct bookings

At My Arbor, guest feedback is no longer spread across different platforms or stuck in manual tasks. With Customer Alliance and Re:Guest working together, reviews and surveys now flow through one connected system. Messages are sent automatically after check-out, surveys collect useful insights, and guests are guided to leave reviews on the most important platforms.

This steady flow of feedback helps improve service, build guest loyalty, and increase visibility on platforms like Google and Tripadvisor. With more reviews in the right places, the hotel builds more trust, which helps encourage more direct bookings.

At My Arbor Hotel, feedback now supports more than just decisions. It’s part of monthly discussions, team recognition, and quality control. And because the integration between Customer Alliance and Re:Guest runs smoothly in the background, nothing gets lost or delayed.

“We definitely recommend this integration because it is both time-saving and highly efficient. It allows for quick and direct feedback evaluation, even for direct bookings, and enables concrete action planning for continuous operational improvement,” says Sara Priller, My Arbor’s Executive Assistant.

In the end, the integration helped My Arbor scale its feedback strategy while keeping the personal touch. It’s simple. It works. And it’s built for hotel teams that want to turn feedback into action, fast.

Want to collect smarter post-stay feedback?

Book a call to discover how Customer Alliance helps hotels turn guest feedback into measurable results.