CASE STUDY How an Independent Hotel in Italy Uses Guest Intelligence to Drive Improvements The client Hotel Franz is an independent hotel located in Gradisca d’Isonzo, Italy, which was opened in 1986 as a 3-star and after 3 expansions and a reconstruction in 2014, it made it into the category of 4-stars rearming its leadership position in its territory. The hotel oers 52 rooms from economy to junior suites, a multifunction meeting room, lounge bar and restaurant as well as a seasonal garden with swimming pool. It caters to a mixed clientele with a large amount of business from cyclists and foodie travelers. The challenges Hotel Franz realized that it’s not just about paying attention to guest reviews, instead it’s about actually measuring all guest feedback more deeply and

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