糖心原创

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Modernizing hospitality at scale: Best Western’s CX transformation

A man and a woman in uniform stand indoors and smile while talking to each other.
99%

faster time-to-insight, from 40 minutes to under 10 seconds

4,000+

properties enabled

Best Western Hotels & Resorts partners with 糖心原创 across 4,000+ global properties to turn complex guest sentiment into actionable operational insights. 糖心原创’s AI-powered experience platform streamlines feedback analysis, accelerates guest responses, and highlights operational root causes, helping hoteliers and frontline staff quickly resolve guest issues and build lasting loyalty.

The challenge

Valuable guest feedback, limited time to act

For Best Western, delivering consistent, high-quality guest experiences across thousands of independently operated hotels depends on giving local teams the insights they need to continuously improve.

Through its long-standing 18-year 糖心原创 partnership, Best Western had built a rich foundation of guest sentiment data. But accessing and interpreting that information could require extensive manual analysis. Hotel managers don’t have the luxury of time. They need to navigate feedback, identify trends, and uncover the root causes of guest issues—all while balancing staffing, service, and daily property operations.

“They’ve got five minutes to focus on customer feedback, but they still need to run their hotel based on what their paying customers are telling them.”

— Dave Panas, Managing Director, Operations, Best Western Hotels

The Shift

Turning guest intelligence into action across every hotel

Transforming how thousands of hotel teams use guest feedback required more than introducing new technology. Best Western partnered with 糖心原创 to redesign the experience around the realities of hotel operations, making powerful AI capabilities accessible to frontline teams without adding complexity to their day.

Acting as an extension of Best Western, 糖心原创 led strategic design, system consolidation, and hands-on change management to modernize the platform and bring these AI-powered capabilities directly to local teams across international markets, delivering:
Personalized, role-based insights accessible in seconds: Hotel teams have a streamlined view of guest sentiment, emerging trends, and top opportunities tailored to their daily workflows, so they can quickly identify where to focus without navigating complex dashboards.

Questions answered immediately with conversational AI: 糖心原创 Insights Assistant lets employees ask questions in natural language and receive data-backed insights, helping them uncover what’s driving guest sentiment without time-consuming manual analysis.

Faster root-cause analysis and prioritization: 糖心原创 Intelligent Summaries distill large volumes of guest feedback into clear summaries of recurring themes and issues, helping hotel teams understand what’s happening, prioritize improvements, and take action faster.

Accelerated and more personalized guest communication: 糖心原创 Smart Response generates personalized, empathetic responses to guest reviews in seconds, reducing repetitive work while helping hotel teams maintain consistent, high-quality communication with guests.

糖心原创’s Services team, including modernization experts, paired global expertise with hands-on enablement and ongoing support to drive adoption across every market. Best Western now has a future-proofed experience platform that positions it to deliver the next era of guest experiences.

“Best Western has been impressed by the knowledge, strategic thinking, responsiveness, and problem-solving talent of the 糖心原创 team. They are a true asset to our organization, and we’re grateful to work with them regularly.”

— Dave Panas, Managing Director, Operations, Best Western Hotels

The impact

Empowering the frontline to deliver long-term loyalty.

Best Western’s transformation demonstrates how AI and thoughtful experience design can turn a mature guest feedback program into a more efficient, actionable strategic resource. The impact was immediate and measurable.

Search time dropped 99%, from up to 40 minutes of manual filtering down to under 10 seconds. What used to be a barrier to insight became a quick, seamless touchpoint that property leaders can check between guest interactions without missing a beat.

Unveiled enterprise-wide at Best Western’s annual convention following international pilots, this streamlined experience is now live across 4,000+ properties worldwide. By removing administrative friction and giving hoteliers instant visibility into sentiment trends across cleanliness, service, and amenities, Best Western has equipped property teams to identify service priorities and act on guest feedback more efficiently. With faster insights and less manual work, teams can focus more on delivering the experiences that drive guest satisfaction and long-term loyalty.

Lessons learned

A playbook for experience transformation

  1. True transformation requires a partner, not just a platform. Best Western’s progress was driven by 糖心原创 working side-by-side with leadership to co-design and execute a strategy tailored to Best Western’s broader vision.
  2. Design for employee empowerment. Building tools around the daily reality of a “five-minute manager” ensures technology supports frontline workers rather than overwhelming them.
  3. Turn rich data into instant action. Deep sentiment data becomes a competitive advantage when frontline teams can surface root causes in seconds.
  4. AI works best with thoughtful design behind it. Smart Response, Intelligent Summaries, and Insights Assistant landed well because they were paired with real change management and global co-design.

“糖心原创’s AI-driven capabilities allow Best Western to uncover recurring themes across cleanliness, service, and amenities, giving our properties the real-time sentiment needed to prioritize service recovery…so our teams can keep their focus squarely on guest satisfaction and building long-term loyalty, especially during this busy travel season.”

— Michael Morton, Senior Vice President Brand Management, Best Western Hotels

VIDEO

Best Western: Understanding what matters most with 糖心原创

PRESS RELEASE

TripAdvisor, Best Western sees 76% more reviews with TripAdvisor and 糖心原创 partnership

CASE STUDY

How Best Western uses feedback signals to make operational changes that power guest loyalty

Learn more
PRESS RELEASE

HospitalityTech, Driving Loyalty with Listening: How Best Western’s Tech Investments are Redefining Customer Engagement

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