Challenge

Rising 356 metres above Dubai’s skyline, Gevora Hotel stands as the world’s tallest luxury hotel, offering 528 elegant rooms, six diverse dining venues, and panoramic views of the city’s iconic landmarks. Situated on Sheikh Zayed Road in the heart of Dubai’s financial and leisure district, the hotel caters to a global mix of business and leisure travelers.

Despite serving discerning luxury travelers, Gevora Hotel lacked a unified system to manage guest feedback and analytics, limiting its ability to respond proactively and sustain its high service standards.

• Fragmented feedback across Google, Booking.com, and TripAdvisor

• Low review reply rate (2%), leading to missed guest engagement opportunities

• Inconsistent guest sentiment across key departments (Front Office, Rooms, Restaurant, Staff Behaviors)

• Limited visibility into service improvement trends over time

Solution

Gevora partnered with KePSLA.AI to streamline guest feedback, elevate online reputation, and empower teams with real-time, actionable intelligence.

Guest Intelligence

• Unified guest feedback from 56+ platforms including Google, Booking.com, and TripAdvisor into a single dashboard.

• Delivered AI-driven insights on sentiment patterns, performance gaps, and emerging guest expectations.

• Impact: ORI improved from 58.01 → 76.12 (+31%), strengthening brand visibility and online reputation.

Review Management

• Automated multilingual, brand-consistent review replies across all major platforms.

• Enabled real-time alerts for negative sentiment, reducing issue resolution time.

• Impact: Departmental experience scores rose significantly: Front Office (+40%), Room (+17%), Restaurant (+17%), Staff Behaviour (+10%).