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Review of Everguest

10
Fantastic tool for understanding guest feedback
Operations Executive from 100 to 199 room Boutique Hotels in Dublin (Ireland)
Verified
5 months ago
Products Reviewed
Reputation Management
What do you like most?
We have really benefited from having all of our reviews pulled into one source and drilling down on key trends and sentiments affecting each property. It has given us the ability to truly understand our guests and make decisions or action plans based on consistent, data-driven insight rather than anecdotal feedback. I really like that the platform is adaptable and that we can add in subsegments to track sentiments by outlet, department, or experience, giving us far more visibility into what’s working and what needs attention. This flexibility means we can quickly identify patterns, spot emerging issues before they escalate, and tailor our operational responses in a way that feels strategic and proactive. Using Everguest has also helped create alignment across teams, as everyone is now working from the same centralised, objective source of truth. The reporting structure is super clear and easy to pull each month without the need of setting it up from scratch each time. This is a massive time saver for us so we can spend less time building reports and doing administrative work and more time on the ground. Having structured reports across the group has also incentivized friendly competition across the hotels. We have started an Everguest Score leaderboard which we share on a monthly basis to all of our staff across the group, and it has become a fun and engaging way to keep the teams involved and give them more buy-in to their score. It’s created a healthy sense of competition between properties and departments, and teams are now actively tracking their position each month and celebrating improvements. Everguest also tracks specific name mentions in our staff section, so we are able to celebrate and reward staff who are consistently mentioned in guest reviews. The team in Everguest are responsive and helpful when we have any issues or questions with the platform. They are proactive and solution oriented, and they take the time to understand the context behind our queries rather than offering generic responses. Their willingness to collaborate and adapt the platform to our operational needs has made the overall experience feel genuinely supported and partnership driven.
What do you dislike or think could be improved?
One thing that needs improvement is the AI feature. We find that the AI-generated review responses can be quite cookie-cutter and tend to follow the exact same template each time, often overusing the same phrases across multiple replies. While the structure is helpful, the lack of variation can make responses feel impersonal. We’ve instructed our teams to treat the AI responses as a starting point rather than a finished product. They use the suggestions as a guideline but then rewrite the replies in their own tone of voice to add personalisation and a more human touch. In saying this, the AI response feature is not a massive concern for us, as Everguest's primary value for our group lies in its reporting capabilities and insights.
5.0
Excellent
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
5.0/5
Implementation
5.0/5
laszlo h. from Everguest replied
Thank you very much for your detailed feedback. We’re delighted to hear how much value the platform is bringing to your teams and reporting processes. We’re especially pleased to hear that you’re using it across such a wide spectrum — operationally, for actionable insights, and even to encourage internal engagement within your teams. We also appreciate your note on the AI responses — please rest assured that we are continuously working on fine-tuning and improving our AI features to make them even more personalised and effective. Best regards, The Everguest Intelligence Team

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