Solotel: Using guest feedback to drive visibility
Solotel: Using guest feedback to drive visibility, engagement, and better decisions
Tools used
- Reputation management
The challenge
Growing guest engagement across multiple venues
As Solotel expanded its portfolio to 26 hospitality venues across Sydney and Brisbane, guest feedback increased across multiple channels—but engagement remained inconsistent.
Some venues generated strong review activity, while others struggled to collect enough feedback to build visibility and trust online. Reviews were often managed centrally, making it harder for venue teams to respond quickly and directly to guest concerns.
The group also recognized that many guests preferred sharing feedback privately instead of posting public reviews, limiting the amount of insight available to teams. Without a consistent process for capturing and acting on feedback, it became more difficult to identify operational trends, improve guest experiences, and strengthen reputation across every venue.
The solution
A more practical and human approach to feedback
Solotel redesigned its reputation strategy around making feedback easier to give and easier to act on.
Key elements included:
- Short 2–3-minute post-booking surveys to encourage more guest participation
- A two-step feedback process that encouraged positive guests to leave public reviews
- Giving venue general managers ownership of review responses
- Using guest feedback to identify operational patterns and recurring issues
- Faster, more personalized engagement with guests across venues
The result
Stronger engagement, visibility, and operational insight
Within the first year, Solotel achieved:
- 129% increase in online review volume
- 45% improvement in review response rates
- Faster growth in social proof for new venues
- Greater consistency in guest engagement across locations
Beyond the numbers, venue teams became more connected to guest feedback and better equipped to make informed operational decisions.
Why it matters
Solotel demonstrates that reputation management works best when feedback is easy to collect, actionable, and owned by the people closest to the guest experience.
By empowering venue teams, simplifying feedback collection, and turning reviews into operational insight, hospitality brands can improve guest trust, strengthen online visibility, and create more consistent experiences across every location.
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