Wine Valley Inn and Cottages
Sandra Hallmann has been the General Manager of the property for the last decade. She began learning the hospitality trade from her grandmother when she was just a teenager and has been working in hotels on and off for the last forty years. She knows that her hotel becomes part of her guests’ vacation memories and the goal she sets for all the employees of the three-star hotel is to provide five-star service.
Unlike many of her peers who saw online reviews as a threat to business, Sandra Hallmann saw them as a way to have a fresh set of eyes of her property. “As great as it is to read reviews about guests loving the hotel, I learn more from the reviews that bring up issues,” Hallmann says. “Reviews help me immensely in maintenance operations. They help me see the hotel through the eyes of a guest, and that’s a powerful advantage.”
Hallmann learned about Revinate from Steve Buckler, the Senior Director of Sales and Marketing. “After just one day using Revinate, I knew it was going to save me an amazing amount of time and dramatically improve our customer focus. We were missing so many reviews before because there wasn’t a systematic way to review everything. Now all of my staff, across all organizations use Revinate daily to read the reviews and see how we can make our hotel better. I am thrilled to know that when I sit down in the morning to check my reviews, I won’t be missing any feedback that can help me improve my business and I can respond in an organized manner.” Hallmann especially likes to hear from her guests that they read reviews and booked rooms even though they were worried about specific issues, but they can find no traces of the problem. When that happens, Sandra knows that she has done her job well and turned a cautious traveler into a loyal customer through her attention to detail.
When asked what separates Revinate from other technology providers, Hallmann doesn’t hesistate. She says, “I have been totally blown away by the attention to detail in the product and the customer service. Every time I have a question I know I can call or email and will get an immediate response. The folks at Revinate really go above and beyond to help. I feel like Revinate is a partner, not a vendor, and they really care about my success.”