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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.
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.
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.
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.
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.
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.