We would like to share an important update regarding how we collect and present online reviews in Loopon.

For quite some time, we have experienced stability issues with our review collection. Unfortunately, this has affected the reliability of some of the online reputation data displayed in the platform. Last year we set an ambition to resolve these issues faster than we ultimately managed to do, and we are fully aware that the process has taken longer than both you and we expected.

We are therefore very pleased to announce that we are now transitioning to a new and more stable solution for review collection. This update will result in faster, more reliable, and significantly more stable review collection going forward.

What does this update mean?

The new solution primarily affects indirect integrations, such as:

• Expedia

• Hotels.com

• Tripadvisor

• and similar platforms

These sources will now be collected through a more robust method that we have strong confidence in.

Important: what you may notice tomorrow

As part of this transition, tomorrow — Friday, March 6 — you may notice that a larger number of reviews from these sources appear in your inbox. This is expected. We will be collecting reviews retroactively from February 1st, which means previously missing reviews may now be delivered in the platform.

If new reviews from any of the platforms mentioned above does not land in your inbox – and new online reviews are showing on the actual site – please contact [email protected] and we will assist you in troubleshooting.

Direct integrations remain the best option

At the same time, we want to emphasize that it remains very important to activate direct integrations wherever possible, particularly:

• Google

• Booking.com

• Facebook

Direct integrations will always provide the most stable, timely, and reliable data.
Read more about how to activate the direct integrations here.

Review sources and comp set updates

In connection with this update, we would also like to remind you that you are always welcome to review and update your comp set or the online sources you wish to collect reviews from. If you would like to make any changes or have questions, please contact our support team at: [email protected]

Thank you for your patience

We would also like to sincerely thank you for your patience during this (too long) period. We understand that reliable online reputation data is critical to your operations, and we regret that the quality has not lived up to the standard you should expect from us. This is not the level we aim to deliver. As CEO, I take full responsibility for the time it has taken to reach this point.

That said, we are very optimistic about this update and confident that it will ensure reliable and stable online reputation data moving forward.

Thank you for your continued trust.

Kind regards,
Mathias Sabel
CEO | Loopon

The post New reliable Review Collection appeared first on Loopon.

Since opening its doors in the summer of 2025, Elite Hotel Frost in Kiruna has delivered guest satisfaction results that stand out in the Nordic hospitality market. From the very start, the hotel has maintained NPS scores above 70 and is currently reaching an impressive NPS of 81.54. For a newly opened hotel, this level is not just strong — it is exceptional.

Exceptional results from day one

Opening a new hotel is one of the most demanding phases in hospitality. Teams must establish processes, routines, and a service culture at high speed, often while the hotel operates at full pace. Elite Hotel Frost has mastered this challenge early and turned guest feedback into a clear competitive advantage.

The hotel has sustained an NPS above 70 over time, which the industry widely considers world-class performance. With a score above 80, Elite Hotel Frost now ranks among the very top hotels for guest satisfaction.

Strong leadership and a committed on-site team

Outstanding results never happen by chance. They come from clear leadership, engaged teams, and a sharp focus on the guest experience in every interaction.

Silvester Mujkic and the entire on-site team in Kiruna deserve special recognition. They have built a strong service culture from the ground up. By listening closely to guests and acting quickly on feedback, the team has driven continuous improvement across the hotel.

Turning guest insight into action

Elite Hotel Frost actively uses Loopon to collect and work with guest feedback throughout the guest journey. Real-time insights help the team understand what matters most to guests and respond without delay.

This structured approach has translated insight into concrete improvements. As a result, the hotel has strengthened guest loyalty, increased satisfaction, and built a strong online reputation.

A strong example for the industry

Elite Hotel Frost shows what hotels can achieve when they embed guest feedback into daily operations from day one. For Loopon, it is both inspiring and motivating to support teams that treat guest experience as a strategic priority.

We are proud to collaborate with Elite Hotels and to support the journey at Elite Hotel Frost in Kiruna. Congratulations to the entire team on outstanding results — and on setting a new standard for newly opened hotels.

The post Customer Success Story: Elite Hotel Frost appeared first on Loopon.

This makes Liseberg unique in how they use Loopon — proving that it’s possible to unify feedback from multiple touch points into one shared platform. Whether a guest stayed at the hotel, visited the amusement park, camped overnight, enjoyed a concert, or saw a show at Rondo, their voice is captured and analysed in Loopon.

A Word from Liseberg

Robert Arvidsson, CCO at Liseberg Group, explains how the new way of working strengthens both the brand and the organization:

“We have been working with Loopon for our accommodation offerings for a few years, but have now decided to use Loopon as our unified platform across all of Liseberg, including Liseberg Park and Rondo.

Liseberg is working towards a destination strategy, where we offer a wide range of leisure experiences under one brand. In this context, there is great value in collecting consistent feedback dimensions across the entire customer journey, in order to strengthen both the overall experience and the individual parts of our offering.

Our new way of working brings colleagues together across the company, offerings, and organizational units. This is both inspiring and valuable, as we share experiences with one another—for example, how we work with the insights and follow up on results throughout the organization and in our day-to-day operations.”

With Loopon, Liseberg ensures that every guest’s experience is not only heard but also used to continuously improve — from roller coasters to hotel rooms, from concerts to dining.

Liseberg’s example shows how Loopon can become more than a survey tool — it can be the foundation for a holistic guest experience strategy.

The post Feature Story: Liseberg pioneers a unified guest feedback journey with Loopon appeared first on Loopon.

Why SSO is valuable for your hotel staff:

• Increased security – Reduce the risk of weak or shared passwords by relying on your hotel’s existing authentication system.

• Time-saving convenience – One login for multiple systems means staff spend less time signing in and more time focusing on your guests.

• Better user experience – A seamless login process makes it easier for everyone to use Loopon regularly and stay engaged.

• Simplified IT management – Centralized control over accounts makes onboarding and offboarding team members effortless.

By enabling SSO, Loopon becomes even more integrated into your hotel’s digital ecosystem, ensuring a safe and user-friendly experience for your staff.
If you’re interested in setting up SSO for your property, reach out to your Loopon contact – we’ll be happy to help you get started.

NPS Drivers – Go Beyond Scores to Real Insights
Measuring your NPS is a great way to understand overall guest loyalty, but what really drives the score up or down? That’s where the NPS Drivers model comes in – the most hands-on way to work with NPS.

Instead of simply rating “room,” “cleanliness,” or “service,” the NPS Drivers model gives you a quantified overview of what works well, what should be improved, and what truly matters to guests. It visually highlights which areas have the biggest impact on your NPS – making it clear where to focus your efforts.

What makes it different?

• Guests highlight improvements only where it matters to them

• The model digs deeper, often uncovering feedback across 60–80 areas of the guest journey, from restaurant service to room comfort.

• You immediately see your strengths (green bars) to promote and your weak points (red bars) to improve.

• It’s faster and simpler for guests: just one smart follow-up question after NPS, instead of multiple scales to rate.

With NPS Drivers, you move beyond static satisfaction scores to a dynamic, actionable map of the guest experience. You’ll know exactly what’s driving loyalty – and what’s holding it back.
Want to learn how NPS Drivers can help your hotel focus on what really matters to guests? Reach out to us and we’ll show you how to get started.

AI replies
Turn Every Review Into an Opportunity – with AI Replies in Loopon
every guest review is a chance to build loyalty, but keeping up with the volume can be tough. That’s where AI Replies in Loopon comes in.

With just a few clicks, you can:

• Reply in your chosen language and tone of voice

• Boost your reply rate and stand out from the competition

• Free up staff time to focus on creating unforgettable guest experiences

• Save costs by reducing the manual workload of handling reviews

Don’t let valuable feedback go unanswered. With AI Replies, your team can stay on top of every review – quickly, consistently, and in a style that reflects your brand — while keeping operational costs under control.

Leadership voices: Aida Sissay & Frida Pålsson Werntoft on shaping culture and performance at Home Hotel and Nordic Hotels & Resorts

“Getting started with AI was an exciting idea, and Loopon made it easy to take the first step. We now use the service across all our chain hotels, where it has become an invaluable tool for our staff. Loopon’s AI has exceeded our expectations, streamlining our communication by effortlessly adapting the tone to each unique brand.
This allows us to communicate effectively with our guests while preserving every hotel’s distinct identity.”

 

The post Work Smarter, Not Harder: Safer Logins, Smarter Surveys & Faster Replies appeared first on Loopon.

Liseberg in Gothenburg is one of Scandinavia’s most iconic destinations — a place where guests come not only for the amusement park, but also for its hotel, camping, concerts, and shows at Rondo. Now, Liseberg has taken a groundbreaking step: collecting and managing guest feedback across the entire guest journey with Loopon.

This makes Liseberg unique in how they use Loopon — proving that it’s possible to unify feedback from multiple touch points into one shared platform. Whether a guest stayed at the hotel, visited the amusement park, camped overnight, enjoyed a concert, or saw a show at Rondo, their voice is captured and analysed in Loopon.

A Word from Liseberg

Robert Arvidsson, CCO at Liseberg Group, explains how the new way of working strengthens both the brand and the organization:

“We have been working with Loopon for our accommodation offerings for a few years, but have now decided to use Loopon as our unified platform across all of Liseberg, including Liseberg Park and Rondo.

Liseberg is working towards a destination strategy, where we offer a wide range of leisure experiences under one brand. In this context, there is great value in collecting consistent feedback dimensions across the entire customer journey, in order to strengthen both the overall experience and the individual parts of our offering.

Our new way of working brings colleagues together across the company, offerings, and organizational units. This is both inspiring and valuable, as we share experiences with one another—for example, how we work with the insights and follow up on results throughout the organization and in our day-to-day operations.”

With Loopon, Liseberg ensures that every guest’s experience is not only heard but also used to continuously improve — from roller coasters to hotel rooms, from concerts to dining.

Liseberg’s example shows how Loopon can become more than a survey tool — it can be the foundation for a holistic guest experience strategy.

The post Feature Story: Liseberg pioneers a unified guest feedback journey with Loopon appeared first on Loopon.

In hospitality today, good enough is no longer good enough. Hotel Managers and Directors are under more pressure than ever to deliver not just memorable stays, but measurable performance improvements. That’s where Loopon comes in – transforming guest feedback into actionable insights that drive real results.

From feedback to forward motion
Every guest comment holds a clue. Whether it’s praise for a standout staff member or a small complaint that signals a bigger issue, Loopon’s powerful platform helps hotels capture and analyze every piece of feedback—directly from guests and across all major review platforms.

But it doesn’t stop there.

Loopon takes what would traditionally be static feedback and turns it into dynamic data, visual dashboards, and trend reports. Hotel teams can quickly spot what’s working, identify areas that need attention, and benchmark performance over time. It’s no longer about simply collecting feedback. It’s about turning that feedback into a performance strategy.

Reputation is revenue
Today’s travelers don’t just read reviews—they act on them. A strong online reputation directly influences booking decisions, rate strategy, and brand perception. Loopon’s integrated approach to reputation management ensures that your hotel is not only listening, but also actively engaging and improving.

From increasing review response rates to nudging up that all-important score on TripAdvisor or Google, Loopon helps hotels take control of their digital word-of-mouth. Because in hospitality, your reputation is your resume—and Loopon makes sure it reads like a five-star story.

Why the best hotels are onboard
The truth is, forward-thinking hotels can’t afford to operate without a tool like Loopon. Whether you’re running a boutique city hotel or overseeing a multi-property portfolio, Loopon equips your team with the insights needed to act faster, perform smarter, and wow guests at every touchpoint.

The question for hotel leaders isn’t whether you can afford to use Loopon. It’s whether you can afford not to.

Are you with me?

Sincerely,
Mathias Sabel
CEO | Loopon

The post Why leading hotels are turning guest feedback into performance gold with Loopon appeared first on Loopon.

When it comes to guest satisfaction, hotels shouldn’t settle for flying blind. Feedback isn’t just about hearing what guests think — it’s about understanding how you stack up. That’s why at Loopon, we’ve built something that no one else in the hospitality industry can offer: a powerful benchmarking tool that lets you compare your hotel’s performance against top-tier brands using real, standardised guest feedback data.

Benchmarking with industry leaders

Loopon is proud to serve many of the most respected hotel groups in the Nordics and globally, including:

• Strawberry

• Thon Hotels

• Elite Hotels of Sweden

• Ligula Hospitality Group

• Nobis Hospitality Group

• Arp-Hansen Hotel Group

• Nordic Hotels & Resorts

• TFE Hotels (Australia & Europe)

• ALH Group (Australia)

With thousands of hotels and guest surveys running across these groups every week, Loopon holds a unique position in the market. We’re not just another feedback tool — we’re the central hub for measuring satisfaction across brands, across borders, and always with standardised, comparable questions.

Competitive Benchmarking — What it is and why it matters

Our competitive benchmarking (comp set) feature allows your hotel to measure its performance across a range of core service areas, directly against a selected group of competitors. These comp sets are created using a set of rigorous standards to ensure fairness and balance.

When a comp set is established, you gain access to aggregated data from the selected hotels — never individual results — offering full anonymity and ensuring no single brand dominates the data.

Hotels can benchmark their performance on key areas such as:

• Net Promoter Score (NPS) – How likely is it that guests would recommend your hotel?

• Booking Experience – Did the booking process run smoothly?

• Reception and Check-in – Was the front desk efficient and welcoming?

• Room Standards and Cleanliness – Did the room meet expectations?

• Service and Breakfast – Was service excellent, and did breakfast meet guest needs?

• Restaurant satisfaction – For those with F&B offerings.

And for conference and group guests, even more detailed benchmarking is available, including:

• Planning phase communication

• Conference execution and technical setup

• Lunch and dinner service

These are all based on Loopon’s standardised survey questions, meaning comparisons are apples-to-apples, not arbitrary.

How it works

To maintain reliability and ensure high data quality, competitive sets follow these rules:

• No single brand can dominate the set (max 50–60% of rooms)

• Must include at least 4 venues from at least 2 companies

• All hotels must be Loopon users

• Each hotel in the set must have received at least 10 answers and meet a 2% response rate over the selected time period

This ensures that your comparisons are always meaningful, statistically sound, and free from skewed data.

And if you’re already using Loopon? All it takes is an email to [email protected] with your desired competitors, and our team will help you create a custom comp set tailored to your needs.

From insight to action

The power of benchmarking lies not just in seeing where you are — but in knowing where you can go. By comparing yourself to the best in the industry, you can identify blind spots, spot strengths, and set realistic, data-driven goals for improvement.

Whether you’re a standalone boutique hotel or part of a growing chain, Loopon gives you the tools to compete with confidence.

Ready to see how you stack up?

No other platform has the data we do. With Loopon, you don’t just get scores — you get context, clarity, and a pathway to improvement.

Get in touch with us at [email protected] to start building your competitive set today.

Because in hospitality, what you don’t know really can hurt you — but with Loopon, you’ll always be one step ahead.

The post Benchmark your hotel against the best in the industry appeared first on Loopon.

Ligula Hospitality Group, a dynamic and growing hotel company with a presence in Sweden, Denmark, and Germany, has chosen Loopon as its official partner for guest feedback management across its portfolio of over 40 hotels. This collaboration marks an important step in Ligula’s commitment to enhancing guest satisfaction and operational focus through advanced feedback collection and analysis.

“At Ligula, we constantly strive to improve our guest experience, and having an efficient and insightful feedback solution is key to achieving that goal” said Åsa Lilja, Commercial Director at Ligula Hospitality Group.
“Loopon provides us with a streamlined platform to understand our guests’ needs in real time, take action on their feedback, and strengthen our brand across all markets.”

Loopon, a leader in hospitality technology, offers an all-in-one solution for hotels to manage post-stay surveys and online reviews in a single, user-friendly interface. By leveraging Loopon’s capabilities, Ligula Hospitality Group will gain valuable insights to optimize service quality and maintain a strong reputation in a competitive market.

“We are honored to be chosen by Ligula Hospitality Group as their guest feedback partner” said Mathias Sabel, CEO of Loopon.
“Their dedication to creating memorable hotel stays aligns perfectly with our mission to turn guest feedback into meaningful improvements. We look forward to supporting their journey towards even higher levels of guest satisfaction.”

This partnership reinforces Ligula Hospitality Group’s focus on innovation and guest-centric hospitality, ensuring that every guest’s voice is heard and valued. With Loopon’s powerful feedback management system, Ligula is set to enhance service quality, build stronger guest relationships, and drive continuous improvement across its hotel portfolio.

For more information about Ligula Hospitality Group, visit www.ligula.se. To learn more about Loopon, visit www.loopon.com.

Contact Loopon
Mathias Sabel
CEO
Email: [email protected]
Phone: +46722 16 89 77

Contact Ligula Hospitality Group
Åsa Lilja
Commercial Director
Email: [email protected]
Phone: +46733 89 88 49

The post Ligula Hospitality Group partners with Loopon to enhance NPS and guest experiences across its 40+ hotel portfolio appeared first on Loopon.

So, how can hotels and restaurants take control of their online reputation, maximize guest satisfaction, and stay ahead of the competition? The answer lies in proactive reputation management and smart benchmarking tools—and that’s exactly where Loopon comes in.

Why reputation matters

Online reviews are no longer just a reflection of past guest experiences; they shape your future bookings. Studies indicate that:

• Hotels with higher review scores can charge up to 11% more per room without losing demand.
• A single negative review can deter up to 22% of potential customers from booking.
• Positive reviews boost visibility on booking platforms and encourage direct bookings.

By actively managing and responding to guest feedback, hotels can turn reviews into a powerful tool for growth.

How Loopon helps you take control

Loopon streamlines your reputation management with:

• All-in-One Review Collection: Automatically gather guest feedback from surveys, OTAs, and social media in a single dashboard.
• AI-Powered Response Suggestions: Save time with smart, personalized replies.
• Sentiment Analysis & Trends: Identify key areas for improvement and capitalize on your strengths.

How to improve your Online Reputation with Loopon

Reputation management shouldn’t be time-consuming or complicated. With Loopon, you can:

1. Automate Review Collection – Say goodbye to scattered feedback. Loopon pulls in guest comments from multiple sources, making it easy to track and analyze.
2. Respond Faster and Smarter – Use AI-assisted response suggestions to reply professionally and efficiently.
3. Turn Insights into Action – Assign feedback to the right teams, ensuring continuous improvement.

The best part?
It all happens in one platform, eliminating the need to switch between multiple review sites.

Benchmarking: How do you compare to the competition?

Guest satisfaction doesn’t exist in a vacuum—it’s shaped by industry standards and competitors. That’s why having a solid benchmarking strategy is key to maintaining a strong reputation.

With Loopon’s benchmarking tools, you can:

• Compare your reputation score against competitors in your city, region, or country.
• Track performance trends and see how your ratings evolve over time.
• Set up custom compsets for a more tailored analysis of your competitive landscape.

Knowing where you stand helps you make data-driven improvements that keep you ahead of the game.

Take control of your Online Reputation today

Your online reputation is one of your most valuable assets.
By monitoring guest feedback, responding effectively, and benchmarking against competitors, you can build a stronger brand and attract more bookings.

Ready to see Loopon in action?

Book a demo today and discover how our platform makes reputation management effortless!

The post Why Online Reputation Management is more important than ever – and how Loopon can help appeared first on Loopon.

“Guest satisfaction is at the core of everything we do, and having a seamless, effective way to gather and act on guest feedback is essential,” said Christian Olsson, COO at Thon Hotels. “Loopon’s all-in-one platform provides us with the tools to analyze guest sentiment, enhance service quality, and maintain our high standards across all properties.”

Loopon, a leader in hospitality technology, offers a comprehensive solution for hotels to manage post-stay surveys, online reviews, and direct guest communication in a single, user-friendly interface. Through Loopon’s platform, Thon Hotels will gain actionable insights that enable swift responses to guest concerns, helping to further strengthen their brand reputation and customer loyalty.

“We are thrilled to partner with Thon Hotels and support their mission to provide exceptional guest experiences,” said Mathias Sabel, CEO of Loopon. “Our platform is designed to turn feedback into meaningful action, and we look forward to helping Thon Hotels enhance their engagement with guests across all touchpoints.”

This collaboration reinforces Thon Hotels’ focus on innovation and guest-centric hospitality, ensuring that every guest’s voice is heard and valued. By integrating Loopon’s powerful feedback system, Thon Hotels is taking a proactive approach to service excellence and continuous improvement.

For more information about Thon Hotels, visit www.thonhotels.com.
To learn more about Loopon, visit www.loopon.com.

Media Contact:
Mathias Sabel
CEO
Loopon
Email: [email protected]
Phone: +46722 16 89 77

The post Thon Hotels selects Loopon as guest feedback partner for its +90 hotel portfolio appeared first on Loopon.