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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.
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.
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’
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.
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.
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.