Let us find your solution 10 Best Guest Survey Software for Hotels 2021 | Find Reviews, Pricing, Buying Guide
Helping thousands of hoteliers make better buying decisions every month
Marriott
Denihan Hospitality Group
Fairmont
starwood
The Standard
Ace Hotel
Kimpton
Accor Hotels
Ace Hotel
Ace Hotel

What is guest feedback and hotel survey software?If you are running a hotel today, there is only one thing that truly matters at the end of the day - that your guests are happy and would recommend you to their friends. Accepting that, you have a choice, either: (a) guess how you should operate using your gut feeling and manually figure out how every change affects your guest satisfaction or (b) automate asking your guests for feedback and let the data tell you how you’re doing and what you should improve. The latter, is what Guest Feedback Software is all about; asking for, responding to, sharing... Read the full GUEST SURVEY SOFTWARE software overview

10 Best Guest Survey Software

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2021 Finalist HotelTechAwards
Hoteliers voted GuestRevu as the #2 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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GuestRevu (Surveys)

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Customisable surveys reflect your brand's look and feel, while asking the questions your business needs answers to. Dynamic smart surveys ask relevant questions to drill down to ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted GuestRevu as the #2 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Revinate as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Revinate (Surveys)

HotelTech Logo score
HT SCORE
97 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Improve online ratings and rankings by boosting review volume. Solicit guest surveys and collect reviews for TripAdvisor or Google to make the most impact with your guest feedback...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted Revinate as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Best Hotel Software
Hoteliers voted TrustYou as the #1 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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TrustYou (Guest Surveys)

HotelTech Logo score
HT SCORE
96 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Through guest surveys, hotels can proactively solicit guest feedback to gain more valuable insights into the opinions of their guests, allowing you to make the right staff and pro...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Best Hotel Software
Hoteliers voted TrustYou as the #1 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted GuestJoy as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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GuestJoy Surveys

HotelTech Logo score
HT SCORE
92 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Let the customer journey start with a personal touch. Send out welcome messages and see if you can be of assistance. It’s also a perfect time to offer room upgrades and addition...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted GuestJoy as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Experience Hotel as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Experience - Hotel Post Survey

HotelTech Logo score
HT SCORE
82 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Over thirty typical guest profiles help you find exactly what you should improve in your hotel. Discover what they think: business travelers or tourists; couples or solo travelers...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted Experience Hotel as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Flexkeeping as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Flexkeeping (Glitch Management)

HotelTech Logo score
HT SCORE
80 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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View prioritized tasks, feedback, and guest satisfaction stats in the palm of your hand to quickly resolve issues. Quality and compensation cost analytics help to keep your proper...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted Flexkeeping as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Benbria as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Benbria Loop CX

HotelTech Logo score
HT SCORE
70 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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With the ability to engage customers in their moment of truth to measure sentiment, respond to a question, or share a concern, Loop® provides a unified platform for improving ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted Benbria as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted ReviewPro as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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ReviewPro (Guest Surveys)

HotelTech Logo score
HT SCORE
16 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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ReviewPro’s powerful, yet flexible Guest Satisfaction Survey tool allows you to build effective in-stay or post-stay surveys to identify detailed insight into what guests like o...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted ReviewPro as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Loopon as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Loopon Post Stay

HotelTech Logo score
HT SCORE
11 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Honest feedback from your own guests in larger quantity than any public review site is the best source of data for both strategic decisions and running quick experiment with immed...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Loopon as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Tripadvisor as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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TripAdvisor (Reviews Express)

HotelTech Logo score
HT SCORE
9 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Tripadvisor as the #3 Guest Surveys & Feedback provider in the 2021 HotelTechAwards
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Read Tripadvisor Reviews
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Recent Guest Surveys & Feedback Articles

4 Hotel Tech Tools for the Post-Pandemic Travel Surge

by
Sandra Holland
1 month ago

It’s no secret that the travel industry was one of the most prominent industries affected by the COVID-19 pandemic. In fact, the U.S Association of Travel reported that the United States lost around $500 billion in travel spend, and the United Nations World Tourism Organization reported international tourism plummeting between 20%-30% in 2020. But it’s not only airlines within the industry who suffered.  Hoteliers too, have felt the devastating effects on their bottom line. With more than one third of hotels claiming bankruptcy in 2020 and 77% laying off critical workers, McKinsey and Company declared hotels “among the hardest hit” during the pandemic.  2020 was undeniably a tumultuous time for hoteliers, however, with vaccines rolling out and safety measures improving around the globe, the future for hospitality looks more bright than bleak. In fact, it was predicted by Statista that “as a result of increasingly affordable flight rates and cheaper oil prices, passenger and cargo air traffic are estimated to grow substantially through 2039.” What’s more, McKinsey and Company predicted revenue per available hotel room (RevPAR) returning to very near pre-crisis levels in 2022. With a more than devastating past few years, the coming months will remain pivotal time for hotels to harness in order to prepare for a surge in travel and return to a thriving business. In that case and in order to prepare you for an influx of guests with new preferences, we’re sharing our top tools to consider, in a post-Covid world, so you can maintain efficiency and build customer satisfaction.   4 Tools to Consider For The Post-Pandemic Era Over the course of 2020, the number of customers opting for technology to combat face to face communication, increased radically. Social media grew as a customer service channel, check-in and check-outs became streamlined through online portals and QR codes created a safe and effective way for customers to place orders.  During the pandemic, technology wasn’t a nice to have, but rather a necessity in order to communicate and win customers. McKinsey even reported that the “responses to COVID-19 sped the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.” In addition, according to Gursoy’s, COVID-19 Study 2 Report: Restaurant and Hotel Industry, the majority of hotel customers (70.42%) believe that the use of various technologies in service delivery is necessary in the COVID-19 environment in order to minimize human-to-human contact. Some examples include; service robots, digital menus that can be viewed on personal mobile devices via QR codes, contactless digital payments, keyless entry, touchless elevators, etc. For hotels, the next year will be a critical time to set a foundation of service and enhanced experience in order to win loyalty. In this next section, to support your hotel endeavours with the influx of customers, we’ll take a look at technology-based tools to help meet customer needs and streamline operations for maximum efficiency. Safety Satisfaction Measurement According to McKinsey and Company, when asked “what it would take to get [travelers] to travel again, most stated additional health and safety measures.” Post-pandemic, an integral part of improving satisfaction and maintaining hotel operations, will be the need for improved safety measures. This means, following regulations, taking extra precaution and then measuring guest satisfaction to see how you’ve performed. Measurement will be a key factor here, as you can understand critical touch points like room cleanliness, satisfaction with contactless check-in, ease of check-in with rapid tests, room service and more, to continuously improve the experience. Self-Service Options Even before the pandemic, people around the world were shifting towards a more digital approach to business interaction. The pandemic, in this instance, simply accelerated that pace, pressuring businesses to consider innovative ways to incorporate technology. For hotels, self service options will be paramount in a thriving customer experience. Whether it be in the form of a chatbot on your website answering frequently asked questions, a portal on your website for check in and check out, or an OnDemand ordering system for room service. By having self-service options in place, you reduce employee error and meet customers where they are for a streamlined journey.  Consolidated Messaging  As a result of shifting to digital capabilities, McKinsey also noted the acceleration of digitized customer interactions. A whopping 3 years ahead of its time, customers have quickly adopted contactless communication channels like guest messaging via text, Facebook Messenger, email, WhatsApp and more, in order to adhere to new regulations and increase the feeling of safety.  With these new preferences, a digital inbox, or messaging platform with a centralized inbox will become imperative to meet the influx of digital channels. It’s important to note that we are specifically referring to an inbox that can retrieve a number of different channel types in one consolidated inbox. This will make responding easy and efficient for employees, as toggling through different tabs or windows will become daunting in an era where customers are regularly channel hopping.  Task and Ticketing Software In addition to customer facing technology, back of house, or operational software will also become an essential tool to ensure all functions are running smoothly and managers are able to keep the experience thriving. For many hotels, ticketing software may already be in place, however for the post-pandemic era, an intuitive software will be essential. Not only does an intuitive ticketing platform provide housekeeping, reception, restaurant staff and more, accountable through real-time tags and mentions, but it also ensures everyone has visibility into tasks to identify time-saving opportunities. In addition, it adheres to contactless preferences. Employees can communicate via staff collaboration software without ever having to meet - lessening the number of interactions and bolstering employee confidence.    Final Thoughts Almost everyone, in some capacity, has been affected by the COVID-19 virus. It was unprecedented and many suffered. Although adopting technologies and being hyper aware of the current situation is key, it’s also very important to be cognisant of guest feelings and unease. For the post-pandemic era, flexibility and understanding should be paramount in the new travel experience. This means taking a new stance on cancellation policies, allowing flexibility with trip modifications, actively listening to your customers, acknowledging frustrations and making a point to do better. Working hand in hand with your biggest advocates, your team, and new guests, you can strengthen your operations and propel your hotel to deliver a memorable post-pandemic guest experience.

Turning a serviced apartment stay into an experience

by
Lara Salomon
2 years ago

When it comes to turning a stay into an experience, it is easy to assume that hotels have the upper-hand. After all, they have the convenience of a wide array of full-time staff who get to see and interact with guests day-in and day-out. But that hardly means that serviced apartments are out of the running — they are in fact ideally placed to offer more than just a bed to sleep in, and in many ways may even find themselves at an advantage when it comes to offering what guests look for from a hospitality experience. What is it that turns a stay into an experience? “Who can really say what creates a memorable stay? It's often inconsequential things that one might recall about hotels, long after the brand of toiletry and corridor artworks have faded in the memory.” — Brian Johnston, Traveller Pinpointing what it is that turns a stay into an experience is no easy feat, but it is one that many have attempted. If you ask the community on Quora, it seems that a great experience is characterised by exceptional service, comfort and attention to detail. Anthony Melchiorri would tell you (and did tell Travel Market Report) that “you can have all the marble in the world and butler service, but if you have rude people that don’t take care of your needs, you don’t have anything.” Brian Johnston of Traveller would agree that “quirkiness, friendliness and character are, in this increasingly commercialised travel world, the greatest luxuries of all.” When it comes down to it, it seems that there are five characteristics that excellent experiences often have in common. Let’s have a look at each of them, and what gives serviced apartments the upper-hand for providing stays that guests will remember.   1. Uniqueness When it comes to hotels, it often doesn’t matter whether a guest is staying in a Hyatt in London or one in New York, they can expect the room, and the service, to be the same. Serviced apartments, on the other hand, find themselves at a great advantage for offering a different experience, often incorporating local culture, while still offering the creature comforts that guests look for. “Cookie-cutter hotels don't retain my interest for long, and don't create stories I can relate years later.... It's just a reminder that quirkiness, friendliness and character are, in this increasingly commercialised travel world, the greatest luxuries of all.” — Brian Johnston, Traveller When it comes to experiences, guests are often not looking for what makes a stay the same as every other, but what sets it apart. While some serviced apartments make efforts to keep their style consistent, and others aim to have each apartment reflect its own unique style, all can reflect the city in which they can be found. Two apartments in the same building can look worlds apart, making the experience in those two apartments different from the outset, or two apartments worlds apart can have the same basic features, while still incorporating local art or cuisine to make the experiences within them unique.   2. Comfort Soft sheets, feather pillows and carpets that anyone would want to sink their feet into are comforts that hotels and serviced apartments are both equally equipped to offer. But once again, serviced apartments have the opportunity to provide comforts that most hotels simply can’t afford — those of space and home comforts. It is rare to find a hotel that makes a guest feel at home — as luxurious as any hotel might be, it’s unlikely that guests will want to venture from their rooms barefoot, or feel that they can pop down to the restaurant for a quick cup of coffee in the middle of the night in their pyjamas. But these are things that a guest wouldn’t think twice about when staying in a serviced apartment, because they haven’t just been allocated a single room within a property — they have been given the run of an entire apartment. They may not be willing to venture outside of the apartment barefoot, but they don’t need to — everything that they need, from a space to sleep, to a kitchen that they can make coffee or a midnight snack in, to a couch on which they can put their feet up and watch whatever they choose, comes standard, without the need to leave the comfort of their own space. It’s this luxury of space and the availability of creature comforts that put serviced apartments in the perfect position to provide an excellent experience. When guests arrive at a serviced apartment, it’s already far more than just a place to rest your head. It’s a space to relax and make yourself at home.   3. People When it comes to serviced apartments, there’s often a tendency for staff to form more personal relationships with guests than they would be able to at a hotel, since those staff are often be the point of contact for everything that guests need, and serviced apartment staff are accustomed to forming relationships with guests who are frequently there for extended lengths of time. These more personal relationships benefit both staff and guests. Guests will feel better looked after, their needs taken care of without the inconvenience of trying to find the right person to speak to; while staff will have the opportunity to personalise the guests stay, accommodating their preferences and pre-empting their needs. “You can have all the marble in the world and butler service, but if you have rude people that don’t take care of your needs, you don’t have anything.” — Anthony Melchiorri, Travel Market Report But it’s not just the opportunity to form personal relationships with staff that gives serviced apartments an advantage when it comes to people and their role in turning a stay into an experience. One of the benefits that many serviced apartments offer are communal spaces — from laundries, to gardens, and more — which provide guests the opportunity to interact with each other, far more so than they would do if they were only passing each other in a hotel hallway. Guests’ visitors are also often made to feel more welcome in serviced apartments than they would be in hotels, as the increased space (and often multiple rooms) that a serviced apartment offers is more suited to entertaining than a hotel room.   4. Exceptional Service Because serviced apartment staff tend to become accustomed to building relationships with guests who are, on average, at the establishment for longer periods of time than hotel guests, a culture of personalised service, and appreciating guests as individuals (rather than the occupier of room 34 for the night) tends to develop in many serviced apartment properties. As George Westwell, director of Cheval Residences, describes, his staff have “the luxury of time to actually engage with guests, which most guests enjoy as well. It builds it almost into a friendship.” “One story that sticks in my mind was from a colleague who had worked in a major group hotel. On talking about her previous job, she said: ‘We're firefighting all the time. All the time there are guests coming in, so many problems occurring, that we didn’t really get a chance to engage with the guests. But here, at Cheval Three Quays, it's brilliant, because we’ve got so much time to engage with the guests!’ She told me about one guest who goes out at seven o'clock in the morning to get his cup of coffee and then always brings her back a cup and chats for five minutes.” — George Westwell, Cheval Residences Because serviced apartment staff get to know their guests over a longer period of time, they can be prepared to greet friends and family of the guests by name, welcome them with open arms, or even just acknowledge that they know who they are there to see. These are opportunities rarely afforded to hotel staff, simply due to the number of staff interacting with each guest on a daily basis, and the number of guests that staff interact with daily in turn.   5. Attention To Detail Sometimes it’s not big, earth-shattering, mind-altering moments that make for a great experience. Sure, going bungee jumping or seeing Paris from the top of the Eiffel Tower for the first time would make a trip an experience to remember, but it’s often the moments in between that truly make an experience memorable, and it’s these moments that accommodation providers, and serviced apartment providers in particular, have the opportunity to provide. It’s attention to detail, from details about guests to details about the accommodations themselves, that sets serviced apartments apart. Attention to detail when it comes to guests goes back to having great people and providing exceptional service — the better opportunity that serviced apartments have to make note of personal preferences, and to form a relationship with guests provides them with the opportunity to pay closer attention to the details of a guests stay. It can mean making sure that a guest’s favourite coffee is waiting in his apartment on his return from a long day, noting which paper she prefers to read on her taxi ride and having it ready and waiting for her at reception, or having a vegan, gluten-free recipe at hand when a guest returns for dinner, because the cleaning staff noticed the lack of meat and bread in the kitchen. When it comes to the apartments themselves, attention to detail can mean making the style an experience in and of itself — a Victorian style to an apartment in London, for example, would provide a very different experience to an apartment with a modern feel, and it would be the details between them that would often set the two apart. Whether it’s about their unique style, the luxury of space and domestic comforts, the personal touch and exceptional service that the people who work there are able to provide, or attention to detail, because serviced apartments provide so much more than hotels in terms of accommodation and personalisation, they in turn have the opportunity to provide so much more in terms of experience.

The importance of a meritocracy like TripAdvisor in hospitality

by
Lara Salomon
2 years ago

Some properties think of TripAdvisor as their best friend, others their worst enemy. But when it comes to online reviews, it is the one place that every hospitality professional turns to. There can be no denying the impact that the review giant has had on the hospitality industry, and Sally Davey knows this all too well. From competing with TripAdvisor with her own start-up, Tripbod.com, to becoming a valued member of the review giant’s international team, Sally has seen the industry shift over the years, and has seen the role that TripAdvisor, and guest reviews, have played in this evolution. She speaks to us about the importance of online reviews in levelling the hospitality marketing playing field, the value of management responses, and so much more.   Tell us a bit about who you are, and what your position is. I head up Industry Relations at TripAdvisor and am responsible for the company’s non-commercial relationship with industry. My team focuses on listening to feedback from the industry and identifying opportunities to improve operations and partnerships, as well as ideas for thought leadership projects. This often leverages TripAdvisor’s unique data asset to help provide the industry with leading indicators of forthcoming market changes.   What was your first job, and how did you come to work for the largest travel review platform? My first job was in a local pub in the Lake District, UK as a kitchen helper and then waitress. I continued working in hospitality throughout university before starting my own travel company. This grew into a business called Tripbod.com which TripAdvisor acquired in 2014.   How did you first come across TripAdvisor — was it as a potential employee, as a competitor, or as a reviewer — and what were your first thoughts about the company? Being an entrepreneur in the space I couldn’t not be aware of TripAdvisor. Lots of my local partners, when I was building Tripbod, were great fans of TripAdvisor, but as a start-up I wanted to disrupt it! At the time I felt TripAdvisor was doing a great job being the world’s largest platform for reviews and opinions, but that smaller businesses like mine could do a better job of personalising the experience. The challenge, of course, was getting to market. When I was introduced to the Head of Product at TripAdvisor at the time, I was keen to see if there was a business development opportunity. What I didn’t expect was to be so deeply impressed by the people I met that day and the company culture that came across. It turned out they were investing heavily in personalising the user experience and making some great strides, so it was an awesome opportunity to have impact from within — which I think they now call ‘intrapreneurship’!   Do you think that the founders of TripAdvisor ever imagined how far the company would grow? I think you always go into business with ambition and dreams, and Steve (TripAdvisor’s co-founder, and still our CEO) certainly does not lack vision! But there is also an element of organic growth to success, and having your users define your direction. As a company, we listen to our users – both industry and consumers – all the time so we can ensure their input is central to our decision making. I think some things have changed significantly since TripAdvisor’s inception, and others not at all. The company still has the same ambition as it did on day one — to help real travellers share their real insights into real destinations, which goes far beyond the sales pitch of a glossy marketing brochure. How we do that, and indeed how the industry engages in that with their own opinions, has evolved enormously. And thankfully our user experience has changed dramatically. Nowadays we don’t bombard you with pop-up windows like everyone did in the ‘good old days’!   Has the role of feedback changed since it has become freely viewable (and freely voiced) online through platforms like TripAdvisor? I think the role is still the same – to share feedback with a service provider that either gives well-deserved praise or gives suggestions for improvement. The difference now is that more opinions are shared and that is a really good thing. Some people just don’t feel comfortable giving feedback there and then in person, even if it is a glowing report, so it’s important for people to have their say in the way they feel comfortable sharing. This then benefits others considering booking with that same business, and can really help raise the profile of businesses that otherwise would struggle to achieve the same brand reach as competitors who have bigger budgets but possibly not as great service. TripAdvisor is a meritocracy that creates a level playing field based on quality, and that has made a meaningful impact on a lot of businesses in lots of parts of the world.   What would you say the role of guest feedback is in the hospitality industry? Every industry cares what its consumers think, especially if they want those consumers to come back. In hospitality, this is all the more important because travel is such a high-spend and high-emotion purchase. We have seen over the years that reviews help improve standards and reduce costs for businesses in paying for market research — they have what they need right there in the reviews for free! We also have third-party data to show that improvements in service quality and therefore review score leads to increased demand and revenues, so guest feedback really can be the start of a highly virtuous circle.   How would you say that TripAdvisor has changed the landscape for feedback? You only have to walk around a destination and count the TripAdvisor stickers in windows to know the impact has been significant. Businesses want to collect reviews, for all the reasons above, and because it gives them further opportunity to stand out from the crowd. As travel consumers, we are all individuals with different tastes and needs, and those differ depending on the type of trip we are on, so it’s critical that we connect the right consumer with the right property, based on their needs at that time. TripAdvisor is working hard on doing that better than ever and that means it’s a fantastic opportunity for all businesses on our platform to access the market.   What would you say to properties who view TripAdvisor reviews as damaging to their brand? The vast, vast majority of TripAdvisor reviews are highly positive and we know that most people want to praise the brilliant service they have experienced. It’s also important to share critical feedback when appropriate, because it raises standards across our industry and ensures transparency. We hope that businesses see that as an opportunity to shine, and that one poor review within a large number of positive ones does not negatively impact their business. What’s more, with the manager response tool, the last word goes to the business owner which really is a huge benefit. So I would always suggest businesses view critical feedback as an opportunity to thank the reviewer for their feedback, use it as an opportunity to improve and also to actually attract more business – we know, for example, that thoughtful management responses can actually increase future bookings, so there’s really nothing to lose!   If you could give one piece of advice to hospitality professionals looking to improve their listings, what would it be? Make sure you engage, frequently and thoughtfully. As mentioned, management responses are invaluable, but so too is current content. Make sure your listing content is up-to-date and consider seasonal adjustments to ensure you are really appealing to travellers who are thinking about booking right now. Photos are extremely important, especially of the inside of your property so it’s worthwhile investing in some great shots.   Is there a review or response that sticks out in your mind as portraying the value that this kind of platform holds for hotels? I was in Cape Town a few years ago and met a wonderful entrepreneur called Siviwe who had grown up in the Langa township. He wanted to start a tour company to show visitors to the city a different side of local life, from the perspective of his own community. One day someone told him about TripAdvisor and so he started asking customers for reviews and his business really grew as a result. Using his business success for good, Siviwe founded an incredible youth charity in that same township, which has been a major success and contributed to hundreds of children’s education in his community. For me, that reflects the power of a great entrepreneur and also of how TripAdvisor can really be an opportunity to grow great businesses – making sure the voices of the most brilliant and passionate business owners are heard by the visitors who are looking for the best experiences in a destination, regardless of where they are from or what marketing budget they have.   What is the best hotel that you have ever stayed in, and why? I have been very lucky to stay in some remarkable places. I’ve experienced the high end of the market, such as incredible ethical safari lodges in South Africa, as well as very small, low-key properties like amazing pubs in the Lake District that wow you with their service and personal flair. Each experience is so different that I couldn’t possibly choose just one! What I will say is that, for me, the link that connects all the best places I have stayed are those that take their responsibility seriously — to their local community and environment. I consistently find that those businesses also deliver the best service and experience, so that’s what I look for when I travel.

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Recent Guest Surveys & Feedback News & Community Updates

Hoteliers Excited About Improved Guest Satisfaction with Maestro’s New GuestXMS Mobile Engagement & Feedback Tool

Maestro PMS
3 months ago

Independent hoteliers operating on Maestro PMS are thrilled to be able to add a new two-way real-time guest engagement module designed to drive guest satisfaction and improve operational efficiencies. Introduced as GuestXMS, and tightly integrated into Maestro, the tool is serving as a comprehensive guest engagement and operational communication hub for hotels, providing enhanced insights into guest needs. Powered in collaboration between Maestro and Fetch, GuestXMS enables hoteliers to send text messages to guests to gauge their satisfaction upon arrival and immediately resolve issues if necessary, resulting in a “Wow” experience and a frictionless stay. Early adopters are reporting that they are receiving 20 times more responses from guests, giving them adequate time to resolve issues before guests depart. Guest XMS encompasses on-site text message surveys, a 24/7 chat concierge, case management actionable dashboards and post-stay Guest Experience Management (GEM) surveys to blanket the entire guest journey. Designed as an intuitive and responsive web-based application, the tool enables guests and staff to freely communicate without an app download required. Using industry-leading IBM Watson machine learning and artificial intelligence, GuestXMS also spots trends from keywords and concepts and identifies sentiments and emotions in guest comments. “Before adding GuestXMS to our Maestro Integrated PMS Suite, we were using manual survey cards to determine if our guests were happy,” said Stephanie Stanton, Guest Services Manager of the luxury golf destination resort Muskoka Bay Resort in Gravenhurst, Ontario. “This user-friendly guest feedback system is a huge convenience. Previously we didn’t hear about guests’ stays until long after checkout. It didn’t give us the opportunity to perform guest recovery if needed. Now we can engage with everyone while they are still on premises. Thanks to Maestro’s proactive feedback functionality, 60% of our guests are responding to us at the point of the initial request through GuestXMS, compared to maybe 20% who responded to paper survey cards if we were lucky. This really is a perfect solution, as it gives us a great line of communication to guests. And, because people are comfortable with this medium, most opt-in to receive communications from us during their stay. Therefore, we can keep asking questions to ensure a flawless experience.” Stanton said many guests are proactively using GuestXMS as a pathway to the front desk, while others use it to request room amenities, to schedule transportation, or to book a tee time. Management is also engaging with the tool. The resort’s general manager is using GuestXMS to hold his teams accountable and ensure that tasks are completed in a timely manner and that requests all are met. “Since adding GuestXMS we are seeing nearly all 10/10 scores in guest satisfaction,” she said. “We let everyone know at check-in that we will be reaching out to them by text message throughout their stay and we encourage them to provide feedback about our services or just let us know if there is something they need. Nearly everyone is engaging with us about one thing or another, and we couldn’t be happier.” Mathew Bishop, Director of Rooms and Recreation at The Resort at Glades Springs in Daniels, West Virginia, said he too is thrilled with the eagerness of guests to engage via GuestXMS. “You don’t know what’s broken if a guest doesn’t tell you,” Bishop said. “GuestXMS gives guests the ability to be keyboard warriors. Before, people didn’t take the time to inform us that something was wrong. Now that they can shoot a quick text to the front desk and say ‘My TV isn’t working’ and it enables me to send a maintenance ticket through Spiceworks and track to make sure the fix was done. Before GuestXMS this was all being monitored manually. Guests really love the open communication, probably because they don’t have to pick up the phone or walk down to the front desk when they need help. Now they just shoot us a text. It’s great.” Bishop said GuestXMS is helping everyone at The Resort at Glades Springs deliver more personal stays. He said knowing that his associates are in constant contact with every guest during and after their visit gives him the added assurance that if there is a problem, he will have the opportunity to make it right before they depart. “The ease of following up on guest requests and feedback helps ease my mind when off property and allows my staff to contact me easily and immediately through the site,” he said. “I can’t thank Maestro and Fetch enough for working together to add this valuable tool to our PMS suite.”   Strategic Superpower Russell Silver, Founder and CEO of Fetch, said independent operators need a way to improve communication and operations in an efficient, service-oriented manner. GuestXMS was designed to help hoteliers obtain crucial guest data about their stays from a single source all while making it easy for staff to navigate the entire guest journey from one centralized account. “Independent hotels typically rely on multiple systems to cover the whole guest journey, but no one can remember how to use that many systems,” Silver said. “We took the best of Fetch and the best of Maestro’s GEM Guest Feedback module and combined them to create one superpower for pre-arrival, onsite, and post stay guest feedback, coupled with a full case management actionable dashboard for staff and operations, with the goal of driving complete guest satisfaction and positive online reviews. We can get Maestro customers up and running on GuestXMS in just a few days. Already this tool is proving to be in high demand. We onboarded several properties in the last few weeks and a boatload more will be going live soon. It’s really a game-changing tool that independent operators are saying they absolutely love and is a must-have.” Warren Dehan, Maestro President, said that today’s guests expect more personalized and immediate ways to communicate with the property staff, and GuestXMS is the latest module in Maestro’s ever-evolving suite of products to enable hoteliers to capture every engagement opportunity through 24/7 guest outreach and improved analytics, while also streamlining communications between property staff. “We are delighted that early adopter of GuestXMS are having such tremendous success engaging their guests,” Dehan said. “It’s easy to use and simple to customize to match each hotel’s personality. More importantly, operators will see their guests’ post-stay satisfaction scores skyrocket with double-digit gains. This isn’t theory; it’s happening at many Maestro sites already including at Muskoka Bay Resort and The Resort at Glades Springs. We’re encouraged with the high demand for GuestXMS and that soon many others now signing up will join in on this success.”   About Fetch Feedback Inc. Fetch is the leading digital engagement platform for hotels on 4 continents. Everything a hotel needs to make sure their guests have a great stay, and their staff are empowered to exceed expectations on every case. Your surveys, case management, messaging, real-time alerts, and analytics all in one place to ensure seamless and efficient operations. The same amazing capabilities for every opportunity–proactive and reactive.

WebRezPro Integrates Qualitelis for Better Guest Feedback Management

WebRezPro
3 months ago

WebRezPro property management system (PMS) for independent hotels, hotel groups, vacation rentals and inns, is pleased to announce integration with Qualitelis, an automated guest feedback and online reputation management platform for the hospitality industry. The integrated solution automates the delivery of pre- and post-stay email surveys to hotel guests, improving the guest experience and generating online reviews. The Qualitelis platform allows hoteliers to manage guest satisfaction throughout the customer cycle by collecting guest feedback and requests before, during and after a guest’s stay via personalized questionnaires that can be used to improve the guest experience and to automatically post guest feedback online through Tripadvisor, Google, Facebook, Zoover, HolidayCheck, and the property’s own website. The easy-to-use platform monitors and analyzes guest responses and satisfaction scores from personalized Qualitelis guest surveys as well as a property’s reviews across major review websites, all from a single dashboard, giving hoteliers a clearer understanding of their property’s key strengths and areas for improvement. “Qualitelis is extremely excited to begin this partnership with WebRezPro and further our relationship with Relais & Châteaux (566 hotels),” commented Gersende Merigot de Treigny, Chief Operating Officer at Qualitelis. “Our goal is to give hotels all the information to increase guest satisfaction, manage their online reputation, and centralize customer reviews. This will allow hotels to have all the tools to personalize the customers experience as well as help hotels analyze, understand, and react to customer reviews as soon as they are posted.” The integration between Qualitelis and WebRezPro PMS allows Qualitelis to deliver pre- and post-stay surveys to guests automatically, using PMS data. WebRezPro pushes guest contact information directly to Qualitelis when reservations are made, modified or cancelled, triggering personalized communications at the right time. Eliminating the need for hotel staff to enter reservation data into Qualitelis manually, the combined solution improves efficiency and accuracy. “In our current climate especially, reputation management is crucial, so we’re pleased to offer our customers a connection with the Qualitelis platform that will help make managing guest satisfaction and online reputation easier,” said Frank Verhagen, President at World Web Technologies Inc., the company behind WebRezPro PMS. “By automating the process of requesting guest feedback, properties can gain a clearer view of customer satisfaction and a clear direction for moving forward.”   About QualitelisQualitelis is a SaaS solution that provides a comprehensive customer review management service, including an innovative CRM. Qualitelis offers both a Guest Manager connected to the PMS, to manage the customer cycle (before, during and after the guest’s stay), and also a complete Online Reputation Management (ORM) module to control your e-reputation, compare yourself with the market and react to each customer opinion. Additionally, Qualitelis has a brand-new CRM, including database management and campaign functions to schedule your outbound marketing operations. Qualitelis proposes to communicate the right messages at the right time to the right people in an automatic way while giving customers the impression of ultra-personalized communication. Our solution generates a high ROI, both in terms of additional sales generated through pre-stay questionnaires, but also in terms of opinions collected and then distributed on key sites such as Tripadvisor and Google.

RoomRaccoon and GuestRevu Integrate Solutions

By Lara Salomon
1 year ago

Life in the hospitality industry can be chaotic at the best of times, which is why it’s so important to work with technology that streamlines and simplifies your daily operations. As such, GuestRevu and RoomRaccoon are delighted to announce their new system integration which promises to save hoteliers valuable time and help them better connect with guests.    The integration between RoomRaccoon’s property management system and GuestRevu’s direct guest survey tool allows feedback requests to be automatically sent once a guest checks out of a property, enabling the companies’ mutual clients to get more detailed feedback on a regular basis.As a TripAdvisor Platinum Partner, GuestRevu’s integration with the review giant also encourages guests to leave reviews on the platform directly from the questionnaire, ensuring hotels receive an increased number of fresh reviews and thereby improve their ranking. GuestRevu has helped their clients increase TripAdvisor reviews collected by more than 300% compared to those collected organically.Properties can view and respond to direct and online feedback on their GuestRevu dashboard, and are able to draw on valuable insights to make more informed operational improvements and provide the best possible experience to their guests.RoomRacoon is a rapidly growing company that provides an all-in-one PMS, booking engine and channel manager solution, helping hoteliers around the world increase direct bookings and save valuable time in daily operations.“RoomRaccoon and GuestRevu are a perfect fit. Both companies were built with the aim of making the lives of hoteliers as easy as possible,” says GuestRevu Founder and CEO, Chris Alexandre. “With RoomRaccoon’s consolidated solution and GuestRevu’s online reputation tools, hotel staff have the time, resources and insights they need to create incredible guest experiences.”GuestRevu is the top rated guest feedback and ORM solution in the world, winning first place in both the reputation management software and guest feedback software categories in the prestigious 2019 HotelTechAwards, while RoomRaccoon has received numerous start-up awards as it continues to expand in South Africa and abroad.Together, GuestRevu and RoomRacoon are able to provide properties with the feedback, reputation management and internal tools that they need to manage their premises, engage with their guests and identify opportunities for growth.“RoomRaccoon was created to revolutionise software for independent hotels around the globe,” says company founder Nadja Buckenberger. “Our integration with GuestRevu will streamline that process even more for our mutual clients, which is why we’re so excited about this partnership.”

GUEST SURVEY SOFTWARE Category Overview

What is guest feedback and hotel survey software?
If you are running a hotel today, there is only one thing that truly matters at the end of the day - that your guests are happy and would recommend you to their friends. Accepting that, you have a choice, either: (a) guess how you should operate using your gut feeling and manually figure out how every change affects your guest satisfaction or (b) automate asking your guests for feedback and let the data tell you how you’re doing and what you should improve. The latter, is what Guest Feedback Software is all about; asking for, responding to, sharing and analyzing feedback from your guests in order to improve and achieve higher guest satisfaction.

For info on guest feedback trends, questions that you should ask vendors and more download the 2019 Hoteliers Guide to Guest Feedback Software

How can guest feedback and hotel survey software improve profitability and efficiency?
Hotel survey software brings an unparalleled level of employee accountability.  No matter to what extent your operation is automated, at the end of the day your guest experience is the sum of all the individual contributions of everyone working for your property. By automating the collection of feedback from real guests you get fair, reliable and constructive feedback to share and learn from. Using quantitative feedback you can set clear measurable goals for your employees to strive towards.

This level of accountability ultimately creates a culture of kaizen or continuous improvement at your hotel. A modern guest feedback platform lets you improve your hotel operation in two distinct ways: 1) Systematic collection of qualitative feedback help you collect and prioritize ideas straight from your guests. 2) Intelligent use of meta-data such as room number allow you to do A/ B-tests, for example performing experiments in a specific room and see how that affects satisfaction for guests in that specific room.

While ORM (online reputation management software deals directly with online reviews, your guest feedback and hotel survey software is your first line of defense.  Feedback is everywhere no matter if you ask for it or not. When a guest is unsatisfied for some reason, actively and automatically asking for feedback gives you a chance to listen to the guest and solve the issue before the experience results in a bad public review, visible online for the world to read. Actively listening to your guests and showing a will to solve issues is the best possible way to turn a detractor into a promoter.

What are the most important features of guest feedback and hotel survey software?
  • Benchmarking: Benchmarking of your guest satisfaction using standardized key values will ensure you truly know how you are standing vs. your competitors. Providing a reference ensures you actually focus on the right issues.
  • Responsive Survey Design: The importance of mobile devices should be obvious and old news in the year 2018. Surveys that look and feel great on your guests mobile devices is simply a necessity to receive feedback today.
  • Import Meta-data from PMS: If a guest for example mentions that the shower head is broken, by knowing the room number the guest stayed in you can immediately fix the problem.
  • Guest Feedback Thread: If this is the 3rd time the guest stays at your hotel and 2nd time they provide feedback, a system that maintains this history about the guest will facilitate a lot more personal communication with the guest. (Beware to do this in compliance with the GDPR though!).
  • Response Management: Often guests will simply hit “reply” on the mail asking for feedback, rather than clicking the link and filling in a survey. Any vendor that sends surveys from a “dont-reply@vendor.com” will miss a lot of important feedback and booking requests.

What makes great guest feedback and hotel survey software?
  • Improves Net Promoter Score (NPS): Net Promoter Score is the gold standard for measuring customer loyalty/satisfaction. Commitment to an NPS-based system is guaranteed to increase your NPS. When asked for likelihood to recommend on scale 0-10: NPS = (% promoters) - (% detractors), Where promoter is anyone who have answered 10 or 9, detractor 6-0.
  • Improves online ratings: Your online reviews go hand-in-hand with how satisfied your guests actually are. Commitment to guest satisfaction and an NPSbased system will improve your online rating.
  • Direct RevPAR impact: Hotels with more satisfied guests will see a higher rate of returning guests, more guests arriving thanks to recommendations and more new guests thanks to good online reviews - all together improving your RevPAR.


What is the typical pricing for guest feedback and hotel survey software?

For a standard implementation with no special requirements or integrations to proprietary/in-house/legacy-systems there should be no implementation costs at all. Otherwise except IT-consultant hourly charges for custom integrations and hotels can expect up to $3,000 in implementation/integration fees off the bat.

With the broadening of scope of products in the category the pricing is getting more complex with a wide range between $50/$350/property per month. However, for a pure Guest Feedback & Reputation Management system for a single hotel, expect around $100/month.

For detailed pricing considerations and information, download the 2019 Hoteliers Guide to Guest Feedback Software

How long does it usually take for a hotel to implement new guest feedback and hotel survey software?
Implementation usually done in phases: 
1) Start asking your guests for feedback by enabling PMS-integration (list of checked out guests + meta data transferred to feedback platform) 
2) Initial staff training on how to actually respond to feedback 
3) Management training on how to analyze feedback and set strategic goals A good feedback platform should be easy enough to use that staff training is not required to get started, but rather for learning/discovering “advanced features”.