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 …
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 …
An interview with Silvia Battistella, Online Reputation Manager at Barceló Hotel Group. Silvia Battistella knows a thing or two about responding to online reviews. As Quality Manager at Iberostar Hotels & Resorts for three years, …