INSETE

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Europe

Turning guest reviews into national strategy: elevating Greek tourism through data

Reviewpro Reputation

Destination

Europe

Area of operation

1,206

Number of properties

50,000+

Number of rooms

This Case study includes:

• How the Greek Tourism Confederation leveraged Reviewpro Reputation to transform Greece’s hospitality insights.
• Key challenges of anecdotal-based quality assessment in Greek tourism.
• Strategic improvements in benchmarking, policy, and hotel competitiveness.
• The measurable impact of guest sentiment analytics on national tourism.
• Why data-driven collaboration is shaping the future of Mediterranean travel.

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Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

Introduction

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INSETE (the Institute of the Greek Tourism Confederation) partnered with Reviewpro Reputation to unlock a new era of strategic hospitality planning across Greece. By tapping real-time guest sentiment data and benchmarking tools, INSETE has empowered Greek hotels to understand, measure, and elevate service quality, making Greece one of the top-performing countries in Mediterranean tourism.
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Though INSETE does not manage properties directly, the organization plays a central role in shaping national tourism strategy through data-led insights that serve thousands of hotels and regional tourism boards.

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Challenge

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Prior to integrating Reviewpro Reputation, Greece's hospitality quality metrics were limited and anecdotal. INSETE sought to overcome three key challenges:

Lack of structured guest sentiment analysis to measure satisfaction accurately.

No reliable benchmarking to compare Greece with Mediterranean competitors.

Gaps in quality perception (especially in value-for-money and room experience) were hard to address at scale.

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Key Objectives

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Transforming national hospitality strategy

Through Reviewpro Reputation’s Global Review Index™ and sentiment analytics tools, INSETE has achieved a breakthrough in understanding and managing Greece’s reputation as a destination:

Greece led the Mediterranean with 87% guest satisfaction in 2024.
Data-driven insights helped improve hotel operations and shape national tourism strategy.
Guest feedback was tracked across key categories like cleanliness, service, and value-for-money.
Real-time data enabled immediate response to guest feedback trends.
Hotels benefited from individual benchmarking, improving service quality, guest experiences and stay competitive across the Mediterranean.
Training and operational support empowered teams to act on feedback
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Thanks to guest insights, Greek tourism teams can now act faster, train smarter, and deliver the kind of service that keeps guests coming back.

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“Before Reviewpro Reputation, conversations about hotel quality in Greece were mostly anecdotal and driven by hearsay. Today, with Reviewpro Reputation, we have clear, data-driven insights into how Greek hotels perform across regions and against international competitors. It has helped us uncover the key drivers of guest satisfaction and reaffirmed the strong standing of Greek hospitality in the Mediterranean landscape.”
— Dr. Aris Ikkos, Research Director, INSETE

Conclusion
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INSETE’s partnership with Reviewpro Reputation highlights the powerful role of data in shaping the future of hospitality, not just at the property level, but on a national scale. By moving beyond anecdotal insights and embracing real-time guest feedback, Greece has been able to fine-tune its tourism strategy, elevate service quality across regions, and position itself as a hospitality leader in the Mediterranean.
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But this is just the beginning. As guest expectations evolve and the volume of online feedback continues to grow, INSETE is investing in the next generation of analytics, powered by AI. The goal is to go beyond reactive improvements and unlock predictive insights that anticipate guest needs before they’re even expressed. This includes using AI to personalize experiences at scale, detect emerging sentiment patterns across regions, and guide long-term decisions around infrastructure, training, and sustainable development.
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In the years ahead, INSETE’s data-driven approach will not only help maintain Greece’s competitive edge, it will serve as a model for how destinations worldwide can turn reputation intelligence into strategic advantage.

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About

INSETE

The Institute of the Greek Tourism Confederation (INSETE) is a non-profit organization established to support the strategic development of Greece’s tourism industry. Through research, education, and data partnerships,

INSETE provides vital insights and tools to regional tourism authorities, policy makers, and hospitality businesses throughout the country. Its mission is to elevate Greece’s global tourism offering through knowledge, collaboration, and innovation.

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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