Grand Galvez Resort
The Results Speak for Themselves
THE CHALLENGE
A Historic Resort Facing a Reputation Crisis
In October 2025, Grand Galvez Resort hit a critical low point, their average online rating dropped to 3.90 stars, the lowest in 17 months. For a historic resort known for its elegance and guest experience, this was unacceptable.
Online rating hit a 17-month low of 3.90 stars
Negative guest experiences going directly to public review sites
Low review volume with only 87 reviews, underrepresenting the guest experience
October 2025 Rating
17-Month Low
Review Volume
87
5-Star Share
72%
Guest Issues Captured
0
THE SOLUTION
Real Time Feedback: A Complete Guest Experience System
Grand Galvez implemented RTF to bridge the gap between guest experience and online reputation, intercepting issues before they became public complaints.
AutoPilot Texts
15,992 automated texts sent to guests at checkout to capture feedback
Private Feedback Channel
Guests resolve issues via chat before posting negative public reviews
Review Redirection
5-star ratings automatically directed to leave public reviews on Google
Video Testimonials
Happy guests prompted to share video testimonials for marketing
No real-time visibility
Negative experiences went straight to public platforms with no interception point.
Low-average review volume
Guests weren’t being prompted so the profile was underrepresented online.
428 private concerns intercepted
Guests resolved issues via chat before becoming 1-star public reviews.
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A Complete Reputation Transformation in Under 5 Months
Peak Rating (Jan 2026)
+23% from October low
Review Volume
649 reviews (+646%)
5-Star Share
82% (+10%)
Guest Issues Resolved Privately
428
CSAT Score
87.8
Rating jumped from 3.90 to 4.78 peak (+23%)
Review volume increased from 87 to 649 reviews
5-star share improved from 72% to 82%
428 guest concerns resolved privately before going public
CSAT score of 87.8 achieveds
NPS score of 61.6 established
The Numbers Behind the Transformation
A detailed look at guest engagement metrics from November 2025 through March 2026.
(1 thru 5 Rating Requests)
Ready to Transform Your Hotel’s Reputation?
Join Grand Galvez and other leading hotels using Real Time Feedback to increase 5-star reviews, resolve guest issues in real time, and take control of their online reputation.