Reviews

customer feedback

How to Achieve Organizational Change through Customer Feedback

by June 20, 2017 8:01 pm Leave a comment

Organizational change CAN be achieved through customer feedback, that is why hotels must look into ways to collect information from your guests. Everyone who stays in your hotel should be presented with ways that enable him or her to give feedback, because the feedback you received helps to improve the customer experience. This article will take you through the entire process of asking for feedback. It will teach you many useful things that will prove to be efficient now and in the future. #1: Encourage Customer Feedback A guest experience survey is something you give to each one of your customers. It… read more »

hotel ratings

These Categories Are Most Positively and Negatively Impacting Hotel Ratings

by April 27, 2017 2:00 pm , , Leave a comment

Friendliness of staff most positively impacts hotel ratings, while bathrooms are dragging hotel ratings down most often.   Guest reviews have gone beyond simple 1-to-5 star hotel ratings. With the introduction of guest satisfaction surveys and review sites like TripAdvisor, hotel guests started leaving detailed reviews to help future travelers make decisions. Now, recent research confirms that over 95% of travelers are reading those reviews before booking a hotel. However, travelers are not the only ones who can benefit from this level of detail.   With TrustYou’s advanced text analysis, we can pinpoint positive and negative sentiments for 100+ categories… read more »

hotel website

5 Things Every Hotel Website Should Feature for a Better UX

by January 31, 2017 10:00 am , Leave a comment

Designing a hotel website is like preparing for a first date – you don’t get a second chance to make an impression. While us ladies may take hours to get ready for a date (the hair, the nails, the outfit, and everything else), many guys just literally roll out of bed. Or they claim they don’t, but that’s what it looks like, from their disheveled shirt to their scruffy beard and mismatched socks. You may try to give the guy a fair shot, but he’s already bet the odds against him when he shows up looking like that. I don’t want… read more »

MotelOne_Blog

Motel One Fulfills Guest Expectations with Guest Satisfaction Surveys

by January 19, 2017 2:35 pm , , Leave a comment

Post-stay feedback surveys are one of the most effective feedback channels and are the easiest way to get direct insights about guest experiences.* In early 2016, TrustYou collected data from over 4 million reviews and found out that nearly half of all hotel reviews are solicited by the hotels themselves. Here is the break down: 44% - Surveys collected by hotels 41% - Online Travel Agencies 15% - Travel Sites and Social Media TrustYou client, Motel One, began utilizing the guest feedback platform and survey solution back in 2013. They sought to prove that a budget-friendly, unique, and consistent hotel… read more »

guest survey response rates

How Hotels Can Increase Guest Survey Response Rates

by November 29, 2016 10:00 am , Leave a comment

Guest feedback is essential to any service-based business, so it’s no surprise that hoteliers are always looking to encourage guest reviews via guest surveys. Reviews offer unparalleled insight to your guests’ experience. If you want to increase your guest survey response rates, take the time to reduce barriers to entry and increase efficiency. From post-stay emails to incentives, there are a few easy-to-implement ways to get the most out of your efforts.   Make it Simple and Easy   First, hotels should remove as many barriers to entry as possible for guest survey responses. Guests are far less likely to leave… read more »

hotel CapEx

How to Use Reputation Management to Influence Hotel CapEx

by October 26, 2016 10:41 pm , Leave a comment

Introduction to Hotel CapEx   Hotels have a lot of options when it comes to allocating capital expenditure, or CapEx, budgets each year. Without proper data and research, it’s nearly impossible to choose the most impactful improvements that will maximize return on investment. Hotels that take the time to analyze their existing data, i.e. guest reviews, have the the opportunity to choose the best projects. Here’s how you can use reputation management to allocate your hotel’s CapEx.   What is a capital expenditure?   A capital expenditure is either a newly purchased asset or an investment in a current capital… read more »

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 »

hero-meta-review

What OTAs Have That Most Hotels Don’t

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

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 order to understand which presentation of review content is the easiest to consume for travelers during their search for hotels, TrustYou conducted a study assessing and… read more »

hotel experience

How Reviews Help Improve the Hotel Experience

by September 14, 2016 10:30 am , , Leave a comment

Most hoteliers and property owners have a love-hate relationship with online reviews. Some reviews are fair and just, while others are purposefully hurtful, or even worse, fake. In Cloudbeds’ opinion, we believe that reviews are a unique opportunity for hotels to improve the hotel experience they provide to guests. Reviews, both negative and positive, can help identify actionable changes for your property. Use your hotel’s reviews to your advantage and find ways to elevate your guest’s experience.   Find Unidentified Positives and Negatives   People often turn to online review platforms when they’re either super pleased or generally aggravated about… read more »