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Let’s talk Guest Satisfaction at WTM in London

We recently analyzed 860,617 online reviews written this year about 1,174 3*, 4* and 5* hotels in Greater London and this is what we found:

·There was an 8% increase in online review volume year-on-year.

·5* hotels lead guest satisfaction with a GRI™ of 88.6%, followed by 4* (81.7%) and 3* (75.4%).

·Hoteliers respond online to more reviews on TripAdvisor (65%) than Booking.com (10%).

·Couples write the highest volume of reviews but only rank 4th in terms of guest satisfaction (79.4% GRI™). Solo travelers give the highest ratings (85.5% GRI™), ranking 1st for guest satisfaction and 3rd for review volume.


·Based on the Semantic Analysis of written comments by guests, Technology, Internet and Bathroom are the worst evaluated categories whereas Location and Staff are the best.

·4* is the category with the highest review volume by hotel (807 reviews by hotel Vs. 705 for 3* and 569 for 5*) and also has the biggest increase in review volume year-on-year.

Do you know how many online reviews your hotel receives? Do you want to know how your hotel compares against the competition? Meet with us at WTM in London on 7-9 November 2016 to find out more.

Come and chat with us at Stand TT570 to discover the latest trends and developments in guest experience management. It’s a great opportunity to hear how brands such as citizenM, Kempinski and Meliá Hotels International are using the latest version of our Guest Intelligence Suite to effectively prioritize operational and service improvements to exceed guest expectations and boost rankings on TripAdvisor and other review sites.


RJ Friedlander, our CEO, will also be speaking at the Travel Tech Theatre TT390 on Wednesday, 9th November at 11:30 so join the discussion and hear how you can leverage Guest Intelligence to deliver better experiences and drive revenue at your hotel.

To arrange a meeting, please click here. Or, if you are unable to attend WTM, no problem. You can also arrange a virtual meeting with our team.