How Germain Hotels Increased Reservations and Google Reviews with Libro Reserve
Germain Hotels struggled to attract non-hotel guests, as their existing reservation system lacked Google integration, limiting visibility and online bookings. They also faced fewer Google reviews and a lower rating, impacting credibility and diner interest. Additionally, limited access to customer data restricted their marketing efforts. Switching to Libro Reserve helped them gain more reservations, increase reviews, improve ratings, and take full control of their brand and customer insights.
A growing majority of diners rely on Google to find a place to eat—from customer reviews and star ratings to searching for “restaurants near me.” The hospitality industry has embraced the Google platform as an effective way to reach more customers, including the boutique chain Germain Hotels. With 10 restaurants operating across different hotel properties, leveraging Google to convert online searchers into more dining room guests was a business essential.
To execute this strategy, Germain Hotels retired its current solution for Libro Reserve, a table booking system that seamlessly integrates Reserve with Google. The new partnership enabled a greater number of non-hotel guests to find them online, book a table using Google Search and Google Maps, and rate their dining experience. Restaurant Le Boulevardier, located in Le Germain Hotel Montreal, improved its Google rating from 4.1 to 4.5 and experienced an uptick in Google reviews, providing restaurant-specific feedback and actionable insights into diner satisfaction.
“Libro’s system aligns perfectly with what is happening in the food and beverage industry today, and they understand what we need to impact foot traffic, like Google reviews,” says Jacky Bruchez, National Director of Food & Beverage for Germain Hotels. “In this digital-first business landscape, reservations are not enough for a restaurant to succeed – online reviews and data are key.”
In addition to providing a direct connection to diners via Google, Libro improved Germain Hotels’ accessibility to valuable, first-party customer data. Gaining better insights into the guests who reserve a table equipped Bruchez with the insider knowledge he lacked from using other solutions. Restaurant reservation data was optimized for the first time, strengthening marketing and loyalty campaigns.
Bruchez noted that the easy-to-use white-label system from Libro puts the Germain Hotels brand front and center, unlike third-party marketplaces, to support brand awareness and loyalty for their restaurants.
“It’s tough to attract new diners when third-party marketplaces are diluting brands and promoting competing restaurants,” says Bruchez. “Now, with Libro, we have full ownership of our data and can protect the integrity of our brand.”
According to Bruchez, the switch to Libro was the right business choice and helped Germain Hotels gain:
- A direct connection to diners via Google
- Full ownership of their customer data
- More reservations and reviews from non-hotel guests
- Restaurant-specific feedback and actionable insights into diner satisfaction
- Marketing tools to drive customer reviews and foster loyalty
- Brand control and preservation
About Germain Hotels
Germain Hotels is a family-owned business founded in Quebec City in 1988. Owners and operators of a network of 19 properties, soon 21, across the country under the Germain, Alt and Escad banners, the company remains the only truly Canadian hotel group to this day. A model of innovation, Germain Hotels is recognized for its unique hospitality philosophy and sense of aesthetics. With a national presence and desire to surround itself with local collaborators, Germain Hotels is an expert in the Canadian art of living. To learn more, visit https://www.germainhotels.com.
