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guest feedback

Hotel Case Study: How One Hotel Group Leveraged Guest Feedback to Increase Bookings

by October 19, 2016 10:00 am , Leave a comment

Three years ago, Petit Palace Hoteles, a young, modern hotel chain located in Spain, made the decision to utilize guest feedback to improve guest experiences, increase the number of returning visitors, and boost the number of direct bookings. In late 2013, Petit Palace Hoteles partnered with the world’s largest guest feedback platform, TrustYou, and the results have been nothing short of remarkable. To start, some of Petit Palace Hoteles 31 properties, increased revenue up to 200% with increased reputation scores and visibility. To achieve this success, the hotels integrated guest feedback into every stage of the guest journey with the… read more »

service recovery

Back to Hotel Basics: Service Recovery

by October 18, 2016 10:00 am , , Leave a comment

When a hotel services tens of thousands of guests each year, complications are bound to arise. As the old adage goes, an ounce of prevention is worth a pound of cure.  No hotel is perfect and complaints pop up despite the best of intentions.  Service recovery, or how a hotel handles these issues, can make or break subsequent ratings and reviews.   Be One Step Ahead The best way to provide a positive on-site experience is to stay one step ahead of potential problems. One way to do this is by monitoring feedback and common gripes to find solutions preemptively and train staff… read more »

post-stay feedback

Win Direct Bookings with Post-Stay Feedback

by October 12, 2016 9:00 am , Leave a comment

In our ongoing blog series, we have already discussed how hotels can drive direct bookings during the search and booking and onsite experience phases of the guest journey. To help complete the cycle, we will continue with strategies that impact post-stay feedback. Did you know that nearly half of a hotel’s published online reviews are solicited from the hotel itself? While this may be a lot of work for the hotel, the end result is well worth the effort. Solicited guest reviews are positive 81% of the time and result in 8% higher scores for the hotel. Therefore, hotels should make… read more »

hotel tech stack

Hotelier Q&A: The Hotel Tech Stack And the Best Hotel Tech Investments

by October 11, 2016 6:37 pm , Leave a comment

A lot can change in just a few years – especially in the hospitality industry. For today's hotelier, creating and maintaining a hotel tech stack is a constant challenge. David Tuza began his career in hospitality as the 10th employee at a then little-known company called SiteMinder. Pretty soon, the Australian-based company known for its cloud-based hospitality software had gone global, expanding to over 400 employees with over 22,000 hotels under its belt.   After spending seven years at SiteMinder, Tuza joined Event Hospitality & Entertainment Limited as their Technical Operations Manager, where he lives and breathes everything hotel technology.… read more »


How to Turn an OTA Acquisition into a Loyal Guest

by October 5, 2016 7:11 pm , Leave a comment

So you get a booking from an OTA. You’re excited, but also wish that the booking had come direct so you didn’t have to pay commission. It’s ok...there’s still a way to turn that OTA booking into future direct revenue.   The answer is simple: control the onsite experience. OTAs are not going anywhere soon, but there is a way to counter their strategies and make the most out of their acquisitions. The major advantage that hotels have over OTA is the onsite experience, which in turn can drive guest loyalty.    Here are a few ways to improve your hotel’s… read more »

trustyou 6.0

TrustYou 6.0: Introducing a Brand New TrustYou

by October 5, 2016 12:50 pm , Leave a comment

This past year, we as consumers have experienced some extreme updates of some of our favorite apps and devices. From Instagram to Snapchat, to the new iOS 10, 2016 definitely seems like the year of positive changes. To provide our users with a similar exciting experience, TrustYou is proud to release our most significant updates to the product’s user interface! We are happy to introduce, TrustYou 6.0.   Enjoy the New [TrustYou]ser Interface   Over time, web and app-based interfaces (interface = how the product looks and how users interact with it) evolve and change to adapt with user preferences.… read more »

hotel wi-fi

Back to the Basics: Is Hotel Wi-Fi an Amenity or a Necessity?

by October 4, 2016 6:38 pm , Leave a comment

Hotels may debate over which amenities to offer at their property, but travelers agree: the one they want most is hotel Wi-Fi.  A survey determined that over half of all hotel customers wish free wireless internet was available at all hotels.  TripAdvisor confirms this finding, stating 46% of travelers would specifically book a different hotel if their first choice didn’t offer complimentary hotel Wi-Fi. These customer bases are too high to ignore.  Internet has become a utility, like hot water or electricity, rather than an optional service.  Guests have online access everywhere, from fast food restaurants to bus stops.… read more »


What OTAs Have That Most Hotels Don’t

by September 28, 2016 10:00 am , Leave a comment

Learn how adding structured review content to your hotel website can increase conversion rates and bookings, helping your hotel compete more fairly with the OTAs.   In today’s search process, it’s all about options. When searching for a hotel, travelers are presented with a variety of accommodation options on search engines, OTA’s and travel sites. Aside from price and location, a major decision factor are the hotel’s guest reviews and ratings. As 95% of travelers check the hotel’s reviews before deciding to book, hundreds of thousands of hotels and travel intermediaries choose to incorporate review content onto their websites. In… read more »

brand loyalty

Can Hotel Apps Build Instant Brand Loyalty?

by September 21, 2016 10:00 am , , Leave a comment

If there’s one word we’re all concerned about in the hospitality industry, it’s brand loyalty – and how to get more of it from our guests. We roll out the red carpet (figuratively and sometimes literally), try to give impeccable service, anticipate demands before they’re even made; yet we’re all still struggling with brand loyalty. Are native hotel apps the solution to finally cracking the brand loyalty problem, once and for all? First, let’s take a look at the pros and cons of native hotel apps (the ones many hotel brands have such as Starwood, Marriott, Mandarin, etc.):   Pros and… read more »

hotel basics

Back to Hotel Basics: Offering Guests a Good Night’s Sleep

by September 15, 2016 11:11 pm , Leave a comment

No matter what your hotel is proud of most, stop for a moment and remember the hotel basics.  Much as you might hate to admit it, at the heart of every booking of every hotel is one driving factor: guests need a place to sleep.    Don’t lose sight of this basic hotel need or you’ll end up with a contingent of grumpy travelers checking out in the morning – or worse, not telling the hotel directly and instead sharing a bad review to colleagues or online.  Fifty-five percent of travelers said they look for reviews that specifically address sleep quality… read more »