Hotel Reputation Management

Elite Hospitality Group Showcases Impressive Improvements In Operations And Review Scores Using TrustYou’s Feedback Platform

ncreases Number Of Google Reviews By An Outstanding 878% - Commits To A Better Guest Experience With A Noticeable Boost In Response Rate - Significantly Enhances Their Overall TrustScore
Elite Resort & Spa - Exterior
Elite Resort & Spa


TrustYou, the world’s largest guest feedback platform, helps hotels and accommodation to influence the guest experience by analyzing, managing and generating a large number of online reviews. TrustYou and Elite Hospitality Group collaborate since 2014 to improve the guest satisfaction level and implement a comprehensive guest feedback management plan. As a result, Elite Hospitality Group has reported a significant increase in scores and online presence, plus a notable improvement in operations and overall reputation. As one of the key accomplishments, the hotel group managed to increase the number of Google reviews by an impressive 878%, from only 51 reviews in 2014 to 499 in 2016.

The Elite Hospitality Group is a leading name in the hospitality business in the Kingdom of Bahrain and currently operates four All Suites Hotels and three Luxury Residences. The group offers a wide variety of lifestyle accommodations to its guests, catering to both the business and leisure traveler.

“We are proud to be working with such a driven hospitality group, who cares deeply about the guests’ feedback and their experiences“, says Philipp Hahn, TrustYou’s Senior Director Enterprise Sales for EMEA. “Elite Hospitality Group is a clear example of the value that our platform brings in matters of operations, visibility and positive online reputation“.

Among other results of using the TrustYou platform, Elite Hospitality Group was able to:

- improve the response rate by a remarkable 60%

- increase the overall TrustScore by 4%

- receive 2.5% more positive reviews in 2016 compared to previous years

- turn the TrustYou survey into their second most important review source

As Meena Gurung, Marketing Executive at Elite Hospitality Group notes, the improvements are due to the fact that “Being able to monitor guest reviews gives us the opportunity to see things from our clients’ perspective and focus on elevating our service levels. This way, we are making sure that negative issues that have already been communicated don’t occur again in the future.”

A full case study focused on the results of the partnership between TrustYou and Elite Hospitality Group is available for free download. 

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About TrustYou

TrustYou, the world’s largest guest feedback platform, provides hotels with insights to improve their guest experience and market to future guests. Guest feedback informs 95% of booking decisions, and TrustYou’s guest feedback platform incorporates hundreds of millions of hotel reviews, surveys, social comments, and direct messages through SMS, email, Facebook Messenger and more. This information is analyzed along each step of a traveler’s journey, including booking and pre-stay queries, real-time guest request, and post-stay feedback, to generate actionable insights for 500,000 hotels. TrustYou’s platform is made up of various components, including TrustYou Meta-Reviews*, verified global review summaries displayed on travel and search sites like Google, KAYAK, and;  TrustYou Messaging, real-time guest messaging service; TrustYou Stars, an advanced guest satisfaction survey tool; TrustYou Analytics, the world’s leading online reputation management tool and the accompanying app TrustYou Radar. PMS, CRM, IBE and other hotel software providers can make use of TrustYou Connect, a partner program to integrate TrustYou’s guest feedback platform with its products to help their hotel clients to positively influence every stage of the guest journey.

Find more information on TrustYou and the guest feedback platform at

*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor

Press contact

Katharina Sickora
+49 89 55 27 35 - 116

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