Hospitality
Using guest reviews to improve
4 min read
Reviews are free feedback that money can't buy. The trick is to read them looking for patterns, not isolated complaints.
Three of the same complaint = a real problem
One guest mentioning slow WiFi is noise. Three guests in a month is a signal. Fix it.
Respond to every review within 48 hours
A short, gracious reply to a critical review often wins back trust with future readers more than the original complaint loses it.
