Get a customised tour of GuestRevu

I guess what I probably didn't understand at the beginning was actually how well as agencies they [GuestRevu and For-Sight] would work together. And it's probably that collaboration that's given the real power in the data and information that we have

Because our feedback is gaining more momentum, and because it’s so positive, it’s really having a dramatic effect on the staff. Staff members are trying to outdo each other in terms of performance, and ensuring that our guests leave the hotel with a huge smile on their faces.

The whole process from design, delivery and the collation of results were more than we could have expected giving us valuable feedback for us to move forward.

People are hesitant to book accommodation when there is no review score or not many reviews. A good review score is a boost to ABR [Average Bed Rate] as well,

We all think we know our businesses, but we rarely get to experience them from the guest's point of view. Gaining feedback quickly and efficiently is an essential part of hotelkeeping.

The volumes of feedback you get are vast, so I need to get a summary of it on a dashboard, where it collects everything in one place so I don't have to go onto Tripadvisor and see what guests are saying there, Booking.com and Google etc. – it's all just here.

GuestRevu provides great insights along with personalised service that helps to achieve best results. We’ve been amazed how much information escaped our attention before. Thanks to GuestRevu we can now handle it effectively.

As a marketeer, data and information is everything, and understanding how consumers behave, what they're looking for, what their needs are is really really important.

You have to accept that quality is whatever the guest defines as quality. If they need a hundred TV channels, then they need a hundred TV channels. Analysing guest feedback helps us understand this and make the necessary adjustments.

The most useful feature for us has been the alerts. With the volume of feedback we receive, it is important that we can easily find the urgent ones and respond quickly.

We work with Guestline, and bringing on GuestRevu, they were able to integrate that into the system. It was vital to us because it saved us a lot of time, and all the manual work was taken out of it. The emails were sent out automatically, and still are, and the reviews then just came pouring in.

Since implementing GuestRevu, our complaints have actually come down, because of the fact that we have so many repeat guests and now we can interact with them in much more detail.

I could adjust the questionnaire to get the answers back that I needed to make the right decisions about running the business.

We find GuestRevu an excellent platform to review and respond to all our guest feedback. This, combined with great customer service, means I would have no hesitation in recommending GuestRevu to other hotels and hospitality organisations.

Our guest feedback is at an all-time high and by getting this honest and clear feedback we have been able to raise our standards and respond quickly to any issues that may arise. I see us having a long relationship with GuestRevu.

GuestRevu gave the group a dashboard where they could benchmark the various hotels against each other. That capability to see who's doing well and who's not, who's got a good food and beverage operation, versus who's got a good housekeeping operation, really helped us in terms of fine-tuning our group operations.

We go through some very complicated segmentation modelling using the data through For-Sight and then combining that with the trends that we see through GuestRevu. Often we've got various different pieces of communication that are going out very personalised to lots of different groups of people.

I found [the support] to be extremely helpful. I'm sure we're not the only property [you have], but with each call, and no matter what I asked, the response was 'Okay, let's try something different.’

GuestRevu has completely changed the way we manage our business from the way we interact with our guests to how we market, plan for the future and how we develop our business with our guests in mind.

Not only is GuestRevu a great tool, it keeps evolving and growing, bring new and much needed functionality to our otherwise slow-to-adopt industry. It also helps greatly that team is incredibly responsive and continuously listen to our business needs.

One of the key features of GuestRevu is the honest feedback from guests' stays with us. I think that's important for any business to make sure that what we're doing is right, and that we're doing those things right. If we're not, then what's wrong, and how can we fix it and grow?

We can add value in so many different ways as well as making ongoing operational improvements to standards and procedures to make sure that we get it right every single time. If you don't use it, then I would definitely say that you're missing out.

What GuestRevu has become to us at Breaffy House Resort is an integral management tool that is used daily, weekly and monthly. We would be lost without it. Since we started using it, the group has received twice as many Tripadvisor reviews through GuestRevu than through Tripadvisor alone, and overall, these reviews have a higher rating.

It couldn't have been easier to adopt GuestRevu at Portmeirion! The whole process was seamless and as soon as we were live with the new system, we started receiving feedback - which was very exciting!

It is important to us for our systems to be easy to use, reliable and to work well together. The teams at Guestline and GuestRevu work really well together and took the stress out of the transition for all of us.

I can say firsthand that GuestRevu made such a positive difference to our online reputation. We thought we were in quite a good position, so we weren't sure that we needed it. But it gave us such a strong advantage against our competitors!

Since starting with GuestRevu, we've definitely noticed positive changes with the staff. Because we can actually bring the feedback back to the staff. They're getting mentioned, so I see a little bit of pride in them whenever they see their names mentioned, which is fantastic.

The best tool that we have with GuestRevu is the monthly management report where you get to see the good, the bad and the ugly, and it's that that helps you manage your hotel, because if you see a reoccurring theme from guests you've got to react on it, both positive and negative.

It's very hard to understand what the guest is experiencing. Is what we're doing right? How can we grow from it? You need to see the basic side first. Before you can go extending and refurbishing, the basics have to be right. GuestRevu helped me to identify those basic problem areas.

There have been the smallest little things that if it weren't for GuestRevu we wouldn't have known about. We all get busy and we don't get to 500 rooms every single day, but now it's so easy to pinpoint where the guest stayed, and in which room.

From an internal point of view it's really powerful. We use it to inform our refurbishment programme, we understand by room type where the biggest issues are in certain bedrooms so we can focus our maintenance teams and our refurbishment into those specific areas.

I think that any other property who wants to stay ahead of the game, and at the forefront of technology should implement GuestRevu. Because they may be happy with their position at the minute, but it definitely can benefit them, and make their position a lot stronger.

As I get the summaries, I can quickly send them to the GMs highlighting relevant actions, such as ‘check your reservations department this is what the guests have said’ or ‘there is an issue with cleaning so let's see what needs to happen’ or ‘we need to get a paint job done’

We live in a world where data is collected everywhere which can be analysed and give you all the answers to improve your business. You just have to ask the right questions! I think the pre and post-stay surveys in GuestRevu are an excellent way to gather some of this data.

What I have noticed is that before a review hits the public domain now we are aware of it because of GuestRevu. Then the guest relations manager or GM can give the guest a direct call to understand what actually happened. This has really eased the bad reviews.

GuestRevu is very efficient, it summarises everything into a quick hotel overview showing you at a glimpse where you weaknesses and strengths are. We have received a wide range of valuable comments, and sincere inputs on how we can improve our property.

GuestRevu provides us with intel directly from our customers, which is invaluable. We are able to drill down to each and every comment to really get to the crux of what the guest experienced, and deal with it in the right way.

Managing our guest reviews and feedback has definitely helped us to improve the guest experience. It does obviously allow us to correct things when guests leave, but it also allows us to notice any patterns in guest feedback, so that we can focus on making those things right for the next guests coming in.

We go through all reviews now, the good ones as well as the bad ones. Wherever we fall down, we highlight it, and it reports straight to the relevant department so we can look at how we can make it better going forward.

All of the department heads use the system. This has allowed us to work better as a team, as everyone can see guest feedback and what steps are being taken to resolve or address any issues raised by guests.

We realised based on the amount of feedback we were getting that we actually have a lot more vegan and vegetarian customers than we previously thought. This has led us to offer vegan and vegetarian menus as standard and not just by pre-arrangement.

Absolutely fantastic! The excellent reports have saved us money far in excess of what we pay. We have a far quicker response time now to any weaknesses identified. This is certainly one of the best decisions we made.

This is probably the best guest feedback product on the market. Easy to use for our guests and staff. Support from the team is exceptional and always there when needed. We have now installed GuestRevu in all of our properties!

I do definitely think that GuestRevu has helped us get more reviews on Tripadvisor with a higher rating, and it has allowed us to encourage repeat business who are then going to leave maybe more reviews.

I would highly recommend GuestRevu, as it truly allows you build that open bridge between management and customers, and get on a more personal level with the guests and see things in their eyes rather than a management standpoint.

It’s not me, it's not the hotel manager, it’s not someone within our business talking about it; it's actually a guest giving you real-time feedback to say, ‘this could be better’ and I think quite often that gets a better response from the staff than actually us pointing it out ourselves.

Through GuestRevu’s monthly management reports, we were able to drill down within the report to see departments, and sections within the departments, that were performing well and performing negatively

At the moment we mostly use GuestRevu at a management level. I like the clean interface, I also like the comprehensive export which can be used in BI tools. The reception staff responds to reviews through the platform, as it’s sometimes just easier to stay on one platform and respond to all the reviews there.

When we meet with the business partner once a month to show them what is happening and meet with the team on the ground to go through what's happening at the hotel, part of those meetings is the GuestRevu report, where we can see what is needed in each property.

Over the first six months of using GuestRevu, the platform has proven itself very useful in the first months to establish our online presence and improve the hostel in the early stages of opening

By addressing some of the smaller issues, I definitely do think that's made a difference. We're more aware of what guests are thinking now because we have this review platform to look at everything so closely.

An increasing number of guests are looking online to find out more about us before booking. Reviews are a hugely important marketing tool as well, providing first-hand customer accounts of our facilities, products and services.

I've now worked with GuestRevu across 4 different brands and assets. Reason why I keep coming back to them is power of their data analytic tools as well as unlimited opportunities of API. Whether it's PMS, CRM or just usual social channels - GuestRevu does it all.

All hoteliers need to listen to their guests and working with GuestRevu is a way of doing this quickly and easily. Not only do hoteliers get immediate feedback so we can find out where any action needs to be taken, but the guest is also encouraged to go one step further and add a review to Tripadvisor.

We have worked with reputation management tools before and I would say that the setup with GuestRevu was by far the easiest. The connection with our PMS was easy to set up and synchronisation worked straight away. I believe the first emails went out the same day

Guests experience your hotel in ways that you, as a manager, may not be able to experience and therefore blindsided on certain things.

If there is something guests are asking for, for example, introducing a breakfast buffet at Katherine, we can act on it. It’s helped us to listen to what guests are saying and then implement it.

We're proactively approaching our guests to engage in a feedback form, that goes onto Tripadvisor, which enhances our reputation because we're getting more positive feedback. We're speaking to all of our guests rather than just a select few who are happy or dissatisfied.