Hotel Oderberger Berlin chooses MARA for reputation management

We're delighted to welcome Hotel Oderberger Berlin to MARA. The Prenzlauer Berg boutique hotel now uses MARA as its reputation management platform to reply to every guest review, understand what guests are saying, and connect that feedback to the systems its team already runs every day.

A hotel inside one of Berlin's landmark buildings

Few hotels have a story quite like this one. Hotel Oderberger lives inside the Stadtbad Oderberger Straße, a Neo-Renaissance public bath designed in 1898 by the architect Ludwig Hoffmann. After a careful restoration, it reopened in 2016 as a beautiful boutique hotel with 70 rooms, a fireplace bar and a restaurant, welcoming guests from around the world to stay within its historic walls.

At the heart of the building is its magnificent pool hall, where original tiling, soaring arches and warm light create one of the most striking spaces in the city. Guests can swim beneath its vaulted ceiling. On event days the hall becomes a breathtaking setting for galas and celebrations, and it's the kind of place people remember long after they've left.

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Why Hotel Oderberger chose MARA

Every review, one inbox, one voice

Hotel Oderberger's guests leave feedback on Google, Booking.com, Expedia, Tripadvisor as well as other platforms. With MARA's Review Inbox, the team sees all of it in one place and doesn't have to log in to a separate platform for each.

Each reply is drafted with Brand Voice, which follows the hotel's own tone, how it addresses guests, and the phrases its team would or wouldn't use. Smart Snippets add hotel-specific knowledge, so recurring topics get accurate, consistent answers. The team doesn't have to rewrite a generic draft. They review a reply that already sounds like Hotel Oderberger, adjust it if needed, and send it.

Guest feedback that reaches the rest of the hotel

Hotel Oderberger runs Mews as its PMS and Flexkeeping for housekeeping and maintenance, and MARA connects to both through its integrations.

With Mews, guest feedback doesn't stay locked in a review. When MARA can match a review or survey response to a stay, the relevant details flow into the guest's profile in Mews: a request for a quiet room, a past complaint, the thing they loved. The next time that guest checks in, the front desk already knows. The same matching lets MARA connect reviews to specific rooms, so recurring issues show up where they happen.

With Flexkeeping, a maintenance problem mentioned in a review can become a task for the right team, so it doesn't sit in a reply thread.

Alongside public reviews, Hotel Oderberger also collects direct feedback through MARA's post-stay surveys. All of it feeds into Review Analytics, which shows which topics are really moving the hotel's rating.

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A growing group of hotels treating guest feedback as intelligence

Hotel Oderberger joins a growing number of hotels using MARA to go beyond replying to reviews. They're using guest feedback as a source of intelligence for their whole operation, connected to the tools they already rely on.

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