How an 8-property boutique hotel group used voice feedback and multi-language AI analysis to transform guest satisfaction and grow their online reputation.
Harbor Hotels, an 8-property boutique hotel group known for personalized guest experiences, was flying blind on guest satisfaction. Their traditional email surveys sent days after checkout had a dismal 8% response rate, and the feedback they did receive was superficial β typically just a star rating with no actionable context.
The real pain came from complaints surfacing weeks later as TripAdvisor and Google reviews. By then, the guest was gone, the experience was soured, and the damage to their online reputation was public and permanent. Housekeeping and maintenance issues that could have been fixed in minutes were instead costing the brand loyal guests.
Adding complexity, Harbor Hotels attracted a significant international clientele. Many guests spoke limited English, making traditional text-based surveys a poor fit for capturing their experiences.
Harbor Hotels implemented Customer Echo with a focus on voice feedback. At checkout, guests received a simple prompt to share their experience by speaking into their phone. The process took less than 60 seconds and required no app download or account creation.
The results were immediate. International guests, who had previously been silent in surveys, began sharing rich, detailed feedback in their native language. Customer Echo's multi-language AI transcribed and translated every voice message in real-time, giving the English-speaking management team full visibility into what their international guests were experiencing.
Automated case management routed housekeeping and maintenance issues directly to the right department. A guest mentioning a broken shower head in their voice feedback would trigger an automatic work order for maintenance at that specific property and room, often before the guest had even finished checking out.
"International guests love the voice feedback β they speak in their own language and we get the insights in English. It's been transformative for our guest experience."
Start collecting voice feedback from guests in any language. Deploy across all your properties in an afternoon.