Challenge

Corsendonk Hotels is a Belgium-based hospitality group of 4-star properties with 447 rooms across city, countryside, and coastal destinations. The portfolio includes boutique hotels, event venues, and restaurants, serving a mix of corporate, leisure, and family guests.

Despite its reputation, the group struggled with:

• Scattered Feedback: Reviews and surveys spread across OTAs with no unified view.

• Inconsistent Service: Some properties underperformed (e.g., restaurant scores as low as 52) without benchmarking tools.

• Weak Online Visibility: Low review volumes made the brand less competitive.

• Manual, Reactive Processes: Ad-hoc reporting delayed insights; leadership lacked real-time KPIs for NPS, reviews, or performance.

To stay competitive, Corsendonk needed a unified system to consolidate feedback, benchmark performance, and turn guest sentiment into measurable improvements.

Solution

Corsendonk adopted KePSLA’s Review Intelligence and Feedback Management System to centralize guest reviews, boost feedback volume, and improve service consistency across its portfolio.

Review Intelligence

• Centralised reviews from OTAs, Google, and TripAdvisor with AI-driven analysis.

• Proactively pushed review requests to guests, increasing volume and search visibility.

• Impact: Reviews jumped by 160%, significantly boosting the group’s online reputation.

Feedback Management System

• Rolled out digital surveys to capture structured guest insights across hotels and restaurants.

• Delivered real-time feedback to managers, improving F&B service consistency.

• Impact: Restaurant satisfaction scores improved by 30%.

Synopsis Reports

• Delivered monthly executive-ready summaries of guest sentiment and KPIs.

• Enabled leadership to track cross-property performance.

• Impact: Multi-property and departmental reports prepared 50% faster, enabling quicker leadership decisions.