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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.
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.
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.
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.
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.
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.