In the age of online reviews, Guest Satisfaction Surveys (GSS) represent a critical way to solicit direct feedback from guests and evaluate guest sentiment. By using survey feedback to guide improvements, hotels can prevent negative …
The foundation of hospitality is providing a great guest experience. As a hotelier, you need to be on top of areas that need improvement. Whether it’s a service lapse that needs attention or simply an …
Getting guests to fill in post-stay guest surveys is not always easy. People have email overload, and often have little spare time for anything that is not urgent. So how do you convince them to …
Who trusts a hotel with only two reviews? Earning a five-star hotel review is important, but the number of reviews your hotel receives can directly affect revenue too. Gaining a higher volume of guest ratings …
Today, many travelers seek the convenience of a hotel with a home-away-from-home feel, and the once-niche area of serviced apartments and aparthotels is now a booming industry. With heavy competition, accommodation brands are forced to …
The Net Promoter Score® (NPS®) has long been a key performance metric for customer service in many industries, and especially hospitality. It is calculated by subtracting the percentage of business’s detractors from the percentage of …
Guest feedback surveys provide hotels with invaluable insight into the guest experience and how to exceed expectations. But these days consumers are inundated with requests to complete surveys. So, how can you avoid ‘survey fatigue’ and …