Guindo. Digital Product Design

ReviewPro Reputation

Over a decade designing a global guest experience platform

ReviewPro was founded in 2008 with an ambitious mission: to help hotels better understand their guests and transform feedback into real improvements. Today it is the global leader in Guest Intelligence and hotel online reputation management, used by more than 60,000 hotels in 150 countries.

Our relationship with ReviewPro began in June 2010, at a key moment in its growth. Since then, we have worked side by side with its partners and product team, sharing technological, strategic and human challenges. This close collaboration allowed us not only to design the platform, but also to help scale their UX team and consolidate product operations during a period of rapid international expansion.

From the initial challenge to a global solution

The challenge has always been the same: turning large volumes of scattered data into clear, useful and actionable information for different user profiles. The platform needed to serve both CEOs of large hotel chains and operations managers in independent hotels.

Over the years, we have continuously designed and redesigned the application, focusing on:

• Dashboards and advanced analytics: control panels able to consolidate information from hundreds of sources (Booking.com, TripAdvisor, Google Reviews, OTAs, internal surveys…) and present it intuitively. Beyond showing numbers, the key was highlighting trends, detecting patterns and suggesting actions.
• Automated executive reports: PDF reports generated periodically and sent by email to executives, tailored to their need for synthesis and fast decision-making.
• Incident management: design of an integrated ticketing system that enables teams to assign tasks, track progress and ensure every improvement opportunity is implemented in daily operations.
• Customizable surveys: creation of a flexible guest satisfaction survey generator. Hotels can use a base of predefined questions or create their own, distribute them via email or SMS, and analyze results in real time.
• Semantic analysis and opinion mining: interfaces that help visualize insights automatically extracted from thousands of comments in multiple languages, with indicators such as the Global Review Index™.
• Scalability and customization: definition of modular design patterns that allowed adding new features without compromising the experience, from chatbots to automated messaging and AI-powered responses.

A relationship built on trust and mutual learning

Beyond features, the most valuable aspect has been the relationship built over time. Together with the ReviewPro team, we have lived through moments of economic uncertainty, critical strategic decisions and growth that culminated in its acquisition by Shiji Group in 2017. At every stage, product design has been a key tool to evolve the platform while maintaining simplicity and coherence.

About ReviewPro

Founded in 2008, ReviewPro quickly established itself as a pioneering online analytics tool for the hospitality sector. In 2011 it received the award for Best Emerging Technology at the PhoCusWright Conference and has been featured in media such as Wired. Since 2017, it has been part of Shiji Group, a global leader in technology solutions for the hospitality industry.