What are guests talking about?

One common question we hear over and over again is a simple, yet important one: What are guests really talking about in their reviews?

The answer has many implications. It provides areas for hoteliers to focus when working to improve their scores and gives direction on how they should spend budgets for renovations and updates (new mattresses or free WiFi?). Hotels already tracking their feedback can see where their property differentiates itself and where it lags behind. In a nutshell, it gives hoteliers insight in to what is most important - and largely unimportant - to guests.

With a database of 10+ million reviews and some of the most accurate semantic technology in the business, the answer is simple for us. Here are the most talked about hotel attributes mentioned in reviews worldwide.

Most talked about attributes

What do these categories mean?

We arrange categories in clusters based on how hotel-goers talk about their stay. Some are self-explanatory. Room, for example, refers to the overall layout, cleanliness and comfort of the hotel room and bathroom. Building, on the other hand is often more confusing to our clients. It refers to the hotel’s lobby, the conference rooms, the look of the outside of the hotel itself, etc.

Now what?

Look for differences in the data between your hotel and these global numbers. Market the areas where your property is doing well and develop a plan to improve areas where it isn’t. Not tracking your hotel’s reputation? It is time to get started! We can help you begin with our free survey tools.