Grand Hyatt Kaua'i Resort and Spa
Grand Hyatt Kauai Resort & Spa is a Four-Diamond hotel in Kauai that offers something for everyone, including a spa, a championship golf course, multiple restaurants and pools and so much more. The 602 room hotel caters mostly to vacationers so online reviews, proven to impact bookings, are taken very seriously.
Diann Hartman is the public relations manager at the resort and the resident Revinate power user. In fact, Diann’s feedback on the product has helped guide Revinate’s roadmap. She says, “There were just a few features that I wanted to see Revinate implement and in just a couple of months, all my wish-list features were implemented. It’s great to partner with a company that really listens to its customers and continuously rolls out new features based on what we really need.”
Diann uses Revinate to actively monitor reviews for the hotel, as well as the restaurant and spa. She says, “The amount of time that I save using Revinate is incredible. I am responsible for putting together a monthly report of our online reviews and before Revinate, it was an incredibly time consuming project. Now I just run a report and there’s no manual work.”
Prior to signing up for Revinate service, Diann had little insight into her competitors’ customer satisfaction. Today, she has a much better grasp thanks to Revinate. She says, “We look closely at the rating comparison report each month to see how we are doing against our competitors. While we’re leading our comp set overall, it’s really helpful to see, at a glance, where we are really strong and where we have room to improve.”
A strong focus on online reviews has made an impact at the resort. As an example, Diann notes that last year many reviews mentioned that there was only one location to get towels, which the reviewers felt was inconvenient. In response to these comments the hotel implemented additional towel desks around the pool during busy times to increase guest convenience. This is a great example of how the insight gained from Revinate, and the appropriate action by the management team, have not only improved the guest experience, but have also improved the public feedback that the resort receives - feedback that helps other potential guests choose the Grand Hyatt Kauai.
Diann Hartman is the public relations manager at the resort and the resident Revinate power user. In fact, Diann’s feedback on the product has helped guide Revinate’s roadmap. She says, “There were just a few features that I wanted to see Revinate implement and in just a couple of months, all my wish-list features were implemented. It’s great to partner with a company that really listens to its customers and continuously rolls out new features based on what we really need.”
Diann uses Revinate to actively monitor reviews for the hotel, as well as the restaurant and spa. She says, “The amount of time that I save using Revinate is incredible. I am responsible for putting together a monthly report of our online reviews and before Revinate, it was an incredibly time consuming project. Now I just run a report and there’s no manual work.”
Prior to signing up for Revinate service, Diann had little insight into her competitors’ customer satisfaction. Today, she has a much better grasp thanks to Revinate. She says, “We look closely at the rating comparison report each month to see how we are doing against our competitors. While we’re leading our comp set overall, it’s really helpful to see, at a glance, where we are really strong and where we have room to improve.”
A strong focus on online reviews has made an impact at the resort. As an example, Diann notes that last year many reviews mentioned that there was only one location to get towels, which the reviewers felt was inconvenient. In response to these comments the hotel implemented additional towel desks around the pool during busy times to increase guest convenience. This is a great example of how the insight gained from Revinate, and the appropriate action by the management team, have not only improved the guest experience, but have also improved the public feedback that the resort receives - feedback that helps other potential guests choose the Grand Hyatt Kauai.