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Tombolo Talasso Resort

Europe

Elevating luxury hospitality with Shiji Reviewpro to drive guest satisfaction and ratings, boost conversion rates, and more.

Reviewpro Reputation

Europe

Spa Hotels

Resorts

Europe

Area of operation

1

Number of properties

117

Number of rooms

Tombolo Talasso Resort partnered with Shiji Reviewpro to elevate guest satisfaction through innovative communication strategies. The resort seamlessly integrated Reviewpro's tools, resulting in remarkable increases in in-stay conversation rates and post-stay conversion rates, alongside outstanding staff responsiveness rate. Responding to guest feedback, the resort implemented targeted improvements such as mattress replacements and Wi-Fi upgrades, while also establishing a Staff Rewards Program to acknowledge excellence.

Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

Client Overview

Tombolo Talasso Resort, a gem within the Cosmopolitan Hotels Group, epitomises the essence of luxury and personalised service in the breathtaking region of Tuscany, Italy. Since opening its doors in 2009, the resort has distinguished itself as a haven of modern luxury and timeless elegance. It is committed to offering an unforgettable experience to those seeking serenity and indulgence.

With an unwavering commitment to excellence, the resort seamlessly blends impeccable professionalism, sumptuous accommodations, culinary mastery, and a plethora of entertainment and wellness offerings to cater to every guest's desires, ensuring an unparalleled experience. Beyond its lavish amenities, Tombolo Talasso Resort is renowned for housing one of the most renowned thalassotherapy centres in the country, embodying its status as a true sanctuary of well-being.

Challenge

Tombolo Talasso Resort identified the need to enhance its guest communication strategy to transcend traditional guest service paradigms. The goal was clear: to foster deeper and easier engagement with guests during their stay and gather actionable feedback post-visit, ensuring every aspect of their experience was exceptional.

Solution

Enter Shiji Reviewpro, designed to elevate guest satisfaction through advanced communication tools. With the insightful leadership of Giulia, the Booking and Guest Relation Manager, and her dedicated team, the resort integrated Shiji Reviewpro's suite of tools, including:

In-stay surveys

Post-stay surveys

Guest comms manager

Impact

The results were remarkable, solidifying Tombolo Talasso Resort's position as a leader in guest satisfaction:

In-stay conversation rate

Jumped to 13.7% indicating enhanced guest engagement

Post-stay conversion rate

Exceeded 33% underscoring the effectiveness of post-stay feedback

Guest communications efficiency:

addressed over 95.1% of inquiries, ensuring prompt and seamless communication.

Staff responsiveness:

achieved a stellar rate of 99.5%, highlighting personalised service excellence.

Overall rating:

the resort's overall rating is an impressive
4.5 out of 5,
reflecting its commitment to unparalleled service.

Strategic Insights

Shiji Reviewpro’s solution provided valuable insights that helped Tombolo Talasso Resort enhance its guests' experience. The feedback led to specific improvements, such as replacing mattresses and enhancing Wi-Fi connectivity. The resort is also developing a Staff Rewards Program to acknowledge exceptional staff members and promote a culture of excellence and recognition.

Driven by the combined results of Shiji ReviewPro’s solution, we can have an overview of the issues encountered by their guests and act if necessary. For instance, based on the feedback about the beds in specific rooms, we noted it, checked it and changed the mattresses in all applicable rooms. Similarly, based on the feedback received about Wi-Fi in certain areas, we have always verified and resolved the problem.

Giulia Graba

Guest  Messaging Tool

Tombolo Talasso Resort is utilising ReviewPro's guest messaging tool to improve communication efficiency and streamline guest inquiries, according to Giulia who highlights the chatbot's effectiveness.

The chatbot not only assists us in promptly addressing classic and repetitive guest questions, particularly regarding our spa facilities but also manages a significant volume of booking requests by seamlessly redirecting users to our booking engine. Based on ReviewPro data, we intend to establish a Rewards Program to reward our collaborators who receive special mentions from our guests and, simultaneously, establish special KPIs based on the performance of our messaging agents.

Giulia Grabau

Continued Innovation

Buoyed by the success of implementing Shiji ReviewPro, Tombolo Talasso Resort will soon integrate WhatsApp for personalised and convenient guest communication. The initiative shows the resort's commitment to adapting to guest preferences and technological trends for seamless service and an unparalleled hospitality experience.

To learn more about Shiji ReviewPro, click here.

About

Tombolo Talasso Resort

Tombolo Talasso Resort is a distinguished luxury destination nestled in Tuscany, Italy, renowned for its timeless elegance and exceptional service. As part of the esteemed Cosmopolitan Hotels Group since 2009, the resort offers an unforgettable experience amidst breathtaking landscapes.

Whether you seek serenity or indulgence, Tombolo Talasso Resort promises an unparalleled stay tailored to your desires.

About Shiji Group

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.For more information, visit shijigroup.com

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