Case Studies
Boutique hotel group: 24/7 review response, 4.1 → 4.7 stars
A South Florida boutique hotel group was losing rankings on Google and TripAdvisor because 40% of reviews went unanswered — nobody had time. We shipped a review-response agent that drafts on-brand replies in the guest's language, with GM sign-off. Average rating moved from 4.1 to 4.7 in eight months.
The challenge
The GM at each property was expected to respond to every guest review across Google, TripAdvisor, Booking.com, and OpenTable. In practice, response rate was ~60% and the drafts were inconsistent. Search-visibility and OTA-ranking algorithms weight response consistency heavily, and the group was falling behind chain competitors.
Our approach
AI Opportunity Scan followed by an Agentic Workflow Sprint. The system pulls new reviews from each platform, drafts a response in the guest's original language, respects brand voice via a fine-tuned prompt library, and queues it for GM sign-off with a one-click approve. Priority routing for negative reviews. Weekly sentiment digest to leadership.
The outcome
Live across all six properties in 7 weeks. Response rate up from 60% to 98%. Average star rating across the group moved from 4.1 to 4.7 in 8 months. TripAdvisor rank improved at 5 of 6 properties. GMs report the review-drafting was “the single most-hated part of the job” and it's now a 5-minute-per-day task.