Responding to Every Hotel Guest, Everywhere: Centralized Review Management at Scale
A global hospitality service provider faced high costs and fragmented workflows managing guest reviews across nine platforms for over 1,000 hotels. Stratalis delivered an integrated automation solution that streamlined responses, cut costs, and ensured reliable, timely guest engagement at scale.
Challenge: Disconnected Review Management and Operational Bottlenecks
For hospitality brands, timely, consistent guest engagement can be a key driver of satisfaction and loyalty. But as review volumes soared across multiple platforms, this client struggled with manual processes, escalating labor costs, and exposure to account suspensions due to inefficient workflows. What they needed was a comprehensive automation strategy—one that could unify disparate platforms, protect platform integrity, and allow their team to focus on messaging, not technology headaches.
- Over 1,000 hotel properties
- 9 major guest review platforms
- Delays and workload spikes in handling thousands of responses daily
- High risk of compliance issues and costly platform suspensions
Solution: Unified API, Smarter Scraping, Zero Hassle
Stratalis built a streamlined, business-ready solution with two main components:
- Single Secure API: Human or AI-written responses are submitted through one interface, eliminating the need for separate connections to each platform.
- Automated Review Scraping: Reviews needing replies are harvested from public pages, minimizing back-office traffic and all but eliminating the chance of accounts being flagged by review sites.
Stratalis’s approach handled all exceptions—from login issues to maintenance windows and response rejections—ensuring full reliability. The system integrated seamlessly with the client’s security standards, including SSO with OpenID Connect and encrypted credential storage, meeting all internal and regulatory requirements.
Impact: Faster, Simpler, More Affordable Engagement
- 75% lower first-year costs compared to alternative vendors
- Consistent response coverage: 100% of reviews managed, with an average response time of just 20 minutes
- Reliability at scale: 99.7% uptime over 12 months, with the only downtime caused by external platform outages
- Zero technical lift for the client: No need to manage integrations, monitor for changes, or troubleshoot platform quirks—Stratalis handled everything end-to-end