Challenge

Búzios Beach Hotel is a boutique 3-star property with under 50 rooms in the seaside town of Búzios, Brazil, attracting couples and families from both domestic and international markets. Despite steady occupancy, the hotel struggled to stand out in a crowded landscape,

• Low guest review participation reduced visibility.

• Inconsistent ratings across platforms weakened credibility.

• No clear insights on how to act on guest sentiment and service gaps.

Since reputation and reviews directly fuel bookings and guest trust, the team needed a smarter way to bridge the gap between guest feedback and business growth.

Solution

Búzios Beach Hotel adopted KePSLA’s Review Intelligence, AI Replies, and Synopsis Reports to bridge the gap between guest feedback and business growth.

KePSLA.ai helps hospitality industry listen, respond, and grow with AI-powered guest intelligence. By unifying reviews, surveys, and conversations, we turn feedback into actions that boost reputation, efficiency, and loyalty.

Review Intelligence

• Unified reviews from 50+ sources into one dashboard with AI-driven sentiment analysis.

• Highlighted weak spots across departments (Front Office 35.91, Rooms 34.54, etc.).

• Enabled competitor benchmarking for better positioning.

• Impact: ORI grew from 83.86 to 98.92; visibility improved and bookings increased.

AI Replies & Automations

• Automated consistent, personalized review responses across all platforms.

• Built guest trust by acknowledging every review quickly.

• Increased guest participation in leaving feedback.

• Impact: Response rate jumped from 8.6% to 96.7%, and NPS rose from 69.89 to 100.

Synopsis Reports

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

• Provided departmental performance views (F&B, Rooms, Staff).

• Offered heatmaps and trend analysis to detect dips early.

• Impact: Departmental scores improved to 100, KePSLA Score rose 78.85 to 98.29, saving 20+ leadership hours/month in report preparation.