{"id":60885,"date":"2025-07-02T14:56:27","date_gmt":"2025-07-02T14:56:27","guid":{"rendered":"https:\/\/www.customer-alliance.com\/?post_type=casestudies&#038;p=60885"},"modified":"2025-08-26T15:57:26","modified_gmt":"2025-08-26T15:57:26","slug":"post-stay-feedback-my-arbor-hotel","status":"publish","type":"casestudies","link":"https:\/\/www.customer-alliance.com\/en\/casestudies\/post-stay-feedback-my-arbor-hotel\/","title":{"rendered":"How My Arbor Hotel increased Google reviews by 55% with Customer Alliance and Re:Guest"},"content":{"rendered":"\n<p>When <strong>My Arbor<\/strong>, a stunning 5-star adults-only hotel in South Tyrol, Italy, set out to take <strong>post stay feedback<\/strong> a step further, the goal was clear: personalize and automate the process to get better results, without adding extra work for the team.<\/p>\n\n\n\n<p>At the time, their process around <strong>guest feedback was fragmented and time consuming<\/strong>. They needed something more efficient. A solution that could run quietly in the background, increase review volume, and provide actionable insights.<\/p>\n\n\n\n<p>By integrating <strong>Customer Alliance and Re:Guest,<\/strong> 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Key achievements after the integration<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Google reviews<\/strong> increased by approximately <strong>55.5%<\/strong> compared to the same period the year before the integration<\/li>\n\n\n\n<li><strong>3.1% increase <\/strong>in the average satisfaction score on<strong> Google<\/strong><\/li>\n\n\n\n<li><strong>4.3% increase <\/strong>in the average satisfaction score on<strong> Tripadvisor<\/strong><\/li>\n\n\n\n<li>In 2025,<strong> 70% of My Arbor\u2019s Tripadvisor reviews<\/strong> came directly from Customer Alliance\u2019s automated post-stay distribution.<\/li>\n\n\n\n<li>An average of <strong>2 personalized survey replies<\/strong> per day over the last 8 months<\/li>\n\n\n\n<li><strong>Fully automated <\/strong>survey delivery and review distribution<\/li>\n\n\n\n<li><strong>Centralized evaluation and response<\/strong> management direct in Customer Alliance<\/li>\n\n\n\n<li>Easier monthly<strong> KPI tracking <\/strong>across teams, including NPS, CSAT &amp; Review scores<\/li>\n<\/ul>\n\n\n\n<p>And behind the scenes, it simply made things easier:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cThe integration mainly saves us a lot of time. There\u2019s no need to use an additional system, and our existing workflow remains unchanged, especially for the front desk team, this means no extra effort.\u201d, said the Executive Assistant at My Arbor, Sara Priller.<\/em><\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>About My Arbor Hotel&nbsp;<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/csm_myarbor-2206-WEB-_BP.-89_d4ac5b916e.jpg.webp\" alt=\"\" class=\"wp-image-60914\" srcset=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/csm_myarbor-2206-WEB-_BP.-89_d4ac5b916e.jpg.webp 1920w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/csm_myarbor-2206-WEB-_BP.-89_d4ac5b916e.jpg-300x169.webp 300w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/csm_myarbor-2206-WEB-_BP.-89_d4ac5b916e.jpg-1024x576.webp 1024w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/csm_myarbor-2206-WEB-_BP.-89_d4ac5b916e.jpg-768x432.webp 768w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/csm_myarbor-2206-WEB-_BP.-89_d4ac5b916e.jpg-1536x864.webp 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.my-arbor.com\/en\/\"><strong>My Arbor Hotel<\/strong> <\/a>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.<\/p>\n\n\n\n<p>Everything at <strong>My Arbor <\/strong>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\u2019s not just collected. It\u2019s listened to, shared with the team, and used to keep improving.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The challenge: Guest satisfaction surveys and reviews were time-consuming and fragmented<\/strong><\/h2>\n\n\n\n<p><strong>My Arbor <\/strong>had a clear vision for guest communication: <strong>every touchpoint should feel personal<\/strong> and reflect the hotel\u2019s brand. But when it came to collecting and managing post-stay feedback, the process fell short.&nbsp;<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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 <a href=\"https:\/\/www.customer-alliance.com\/en\/articles\/20-google-review-response-examples-to-steal-for-good-bad-and-average-reviews\/\">platforms that matter most like <strong>Google<\/strong><\/a><strong>, Tripadvisor, and Expedia.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The solution: Smarter post stay feedback, fully integrated with the hotel\u2019s CRM<\/strong><\/h2>\n\n\n\n<p>With <strong>Customer Alliance integrated to Re:Guest<\/strong>,<strong> My Arbor<\/strong> has an automated and simple feedback process.&nbsp;<\/p>\n\n\n\n<p>After check-out, for example, every guest receives a post-stay message sent automatically by the CRM, <strong>Re:Guest.<\/strong> Inside that message, <strong>Customer Alliance <\/strong>takes care of what happens next, without any extra work for the team.<\/p>\n\n\n\n<p>Some guests are invited to fill out a <a href=\"https:\/\/www.customer-alliance.com\/en\/articles\/guest-satisfaction-survey\/\">personalized survey<\/a>, which was created by the Hotel together with <strong>Customer Alliance<\/strong>, focusing on areas where post stay feedback could drive real improvement.<\/p>\n\n\n\n<p>Other guests are guided to leave a public review on platforms like <strong>Google, Tripadvisor, or Expedia.&nbsp;<\/strong><\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/Untitled-design-10-1024x683.png\" alt=\"\" class=\"wp-image-60920\" style=\"width:1024px;height:auto\" srcset=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/Untitled-design-10-1024x683.png 1024w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/Untitled-design-10-300x200.png 300w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/Untitled-design-10-768x512.png 768w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/Untitled-design-10-1536x1024.png 1536w, https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2025\/07\/Untitled-design-10-2048x1365.png 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">*Example view from a demo account used for managing guest reviews<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Once collected, results are displayed visually in <strong>Customer Alliance\u2019s<\/strong> review management software, making it easier to spot patterns, share results with the team, and plan next steps.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cThe evaluation of guest reviews is now much easier and more structured\u201d, as highlighted by the hotel\u2019s team.<\/p>\n<\/blockquote>\n\n\n\n<p>Everything runs in the background, helping the team save time and focus on what really matters: the guest experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why it works: a simple Customer Alliance integration with zero disruption<\/strong><\/h2>\n\n\n\n<p>The success of the integration between<strong> Customer Alliance and Re:Guest <\/strong>comes down to how easily it fits into <strong>My Arbor<\/strong>\u2019s operations. Nothing needed to be rebuilt or replaced, just integrated.<\/p>\n\n\n\n<p>The setup required minimal effort from the hotel. Everything was handled by the support teams, making the rollout simple and smooth.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cThe 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\u201d, said My Arbor\u2019s Executive Assistant.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The takeaway: efficient post-stay feedback and more direct bookings<\/strong><\/h2>\n\n\n\n<p>At <strong>My Arbor, <\/strong>guest feedback is no longer spread across different platforms or stuck in manual tasks. With <strong>Customer Alliance and Re:Guest<\/strong> 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.<\/p>\n\n\n\n<p>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. <\/p>\n\n\n\n<p>At My Arbor Hotel, feedback now supports more than just decisions. It\u2019s part of monthly discussions, team recognition, and quality control. And because the integration between <strong>Customer Alliance and Re:Guest<\/strong> runs smoothly in the background, nothing gets lost or delayed.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cWe 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,\u201d says Sara Priller, My Arbor\u2019s Executive Assistant.<\/p>\n<\/blockquote>\n\n\n\n<p>In the end, the integration helped My Arbor scale its feedback strategy while keeping the personal touch. It\u2019s simple. It works. And it\u2019s built for hotel teams that want to turn feedback into action, fast.<\/p>\n\n\n\n<div style=\"color:#0369a1;background-color:#e0f2fe\" class=\"wp-block-roelmagdaleno-callout-block has-text-color has-background is-layout-flex wp-container-roelmagdaleno-callout-block-is-layout-1 wp-block-callout-block-is-layout-flex\"><div>\n<p><strong>What is Customer Alliance?<\/strong><br>Customer Alliance is an online reputation management and guest feedback data platform that helps hotels turn feedback into measurable results. With automated surveys, review distribution, AI-powered text analysis, and a central dashboard, it supports teams in improving guest satisfaction, optimizing operations, and increasing direct bookings.<br><br><strong>What is Re:Guest? <\/strong><br><a href=\"https:\/\/www.reguest.io\/en\/guest-communication\/101-0.html\">Re:Guest <\/a>is an advanced hotel CRM designed to optimize guest communication throughout the entire journey. From personalized booking messages and automated emails to WhatsApp chats and AI-powered assistance, it helps hotels increase direct bookings, boost upselling, and deliver a consistent brand experience at every touchpoint.<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Want to collect smarter post-stay feedback?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.customer-alliance.com\/en\/free-demo\/?utm_source=blog&amp;utm_medium=website&amp;utm_campaign=myarbor&amp;utm_term=casestudyen&amp;utm_content=myarbor\">Book a call<\/a> to discover how Customer Alliance helps hotels turn guest feedback into measurable results.<\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n","protected":false},"featured_media":0,"parent":0,"menu_order":0,"template":"","meta":{"_acf_changed":true,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"categories":[],"class_list":["post-60885","casestudies","type-casestudies","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - 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