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Home / Case Studies / 18-Location Hotel Group
SUCCESS STORY // TOURISM & HOSPITALITY

Multilingual Foreign Guest Reputation Operation in a Hotel Group with 18 Locations

Responding to guest reviews written in English, Russian and German within seconds with corporate courtesy in their native language and increasing direct bookings.

4.1 → 4.9
Average Reputation Score
35 Sec
Multilingual Response Speed
+%34
Direct Booking Increase

Operational Blindness Encountered

The accommodation group, which has 18 facilities in Antalya, Bodrum and Istanbul, hosted thousands of foreign guests every season. However, hotel receptions responded to negative comments in foreign languages ​​rudely using translation tools or left them unanswered for days. The loss of ratings on TripAdvisor and Google Maps was negatively impacting agency deals and commission-free direct bookings.

Backbone Multilingual AI Solution

With Omurga REFLEKS, the feedback of all hotels regarding room cleaning, breakfast, pool and transfer services was handled fluently in their native language. If the guest's language is Russian, responses in accordance with Russian hospitality rules, and if German, responses in accordance with punctuality and solution-oriented rules were created in 35 seconds.

"Our guests are surprised to see the kind response they receive in their own language to the comments they wrote at the airport after leaving the hotel, before their planes take off. It was impossible to try to manage our reputation manually, Omurga has become the backbone of our business."
— General Coordinator, Boutique Hotel and Resort Group

Protect Your Facilities' Foreign Guest Reputation

Schedule a 30-minute live meeting with Omurga Systems and let's do a live reputation scan of all your hotel locations together.

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