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Review of GuestEQ

10
Fast and efficient communication
Guest Service Agent from 75-99 room Bed & Breakfast & Inns in Daly City (United States)
Verified
4 years ago
Products Reviewed
Guest Messaging Software
What do you like most?
I like how fast and easy it is to communicate with guests through the text feature. I especially appreciate the problem it solves for guests with social anxiety who might not feel comfortable calling or coming to the front desk. Thanks to GuestEQ messaging, all guests are able to have their needs met through a variety of channels. Additionally, guests have told me that they really appreciate the name signature from my colleagues and me. It is a personal touch and I am sure they really enjoy knowing that they are texting someone at the hotel who can respond to them rather quickly instead of waiting in a long time consuming queue waiting for an unnamed customer service representative who they have never met before. Lastly, I like the notification it sends guests whenever a maintenance / housekeeping request is created for their room. Even if the request is not created for their room specifically and is made generally, I, as a front desk agent, am able to still see what the issue was and if it has been resolved. That way, if the guest asks the front desk about the concern, I do not have to call that department and ask for an update. All the information I need is right in front of me. All in all, I really appreciate how seamless GuestEQ makes communication. Different departments are able to collaborate smoothly which allows us to work towards our common goal of making sure all guests have their needs met and leave happy.
What do you dislike or think could be improved?
I think the time stamps could be improved when creating a new item in the pass along log or a housekeeping / maintenance request. For example, if I am creating a pass along item to inform my colleagues of an issue, instead of displaying "created two days ago", it could say the actual specific month and date it was created. That way there is no confusion of miscalculation of when the incident occurred. Also, I would really appreciate an added feature of being able to search for a specific key word in the pass along log. It would be more convenient and time saving rather than have to scroll and read through the entire log and possibly missing the item you were looking for.
5.0
Excellent
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
N/A
Implementation
5.0/5

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