Latest news with #guestfeedback
Hospitality Net
4 days ago
- Business
- Hospitality Net
Delivering world-class service: Lessons in global luxury hospitality
In this week's episode of Hotel Moment, Jeff Wielgopolan, Service Director of Meadwood Napa Valley & The Napa Valley Reserve, joins Revinate CMO Karen Stephens to share a guiding philosophy that ensures your hotel stands the test of time: To enjoy a luxury experience, all guests should have to do is show up and pay. Jeff explains how the training and treatment of hotel staff weave through this philosophy, and how well-treated staff lead to well-treated guests who have their needs taken care of intuitively. You'll hear how Jeff recommends hoteliers incorporate guest feedback into the guest experience and stresses why it's important for staff to balance personalization with the 'why' behind every interaction. Tune in to discover how to use technology to meet your guests where they are and deliver luxury experiences at scale. Meet your host As Chief Marketing Officer at Revinate, Karen Stephens is focused on driving long-term growth by building Revinate's brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships. Karen is also the host of The Hotel Moment Podcast, where she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading Revinate's global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023. Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and Connect with Karen Watch the video
Hospitality Net
5 days ago
- Business
- Hospitality Net
Unifocus Launches XiQ: A Dynamic Survey Solution To Help Hotels Capture & Act on Guest Feedback in Real Time
Building an 'Experience Intelligence' Platform for Turning Insight into Action DALLAS, TX – May 29, 2025 — Unifocus, the hotel industry's most complete labor and operations platform, today announced the launch of Unifocus XiQ — a newly redesigned experience intelligence solution that gives hotel teams full control over capturing and acting on guest feedback in real time. Unifocus XiQ (ExperienceIQ) begins with guest experience surveys, marshaling data to enable hospitality leaders to create and manage guest feedback, gather post-stay insights, and track satisfaction trends across departments and properties—all without implementation delays or technical lift. 'XiQ is more than a survey tool,' said Karie Kelly, Chief Product and Technology Officer at Unifocus. 'It's AI-driven connective tissue between how teams plan, how they operate, and how guests and staff actually experience it. From scores to solutions, we're closing the loop between feedback and performance.' Built for Hospitality Teams, Not Analysts Unifocus XiQ is optimized for mobile, multilingual survey distribution via email, SMS, and QR code. Clients can build surveys using hospitality-specific templates and scoring models, view results in real time, and compare feedback across time periods or properties—all within an intuitive dashboard. The solution is another important addition to Unifocus's end to end labor management and operations platform, currently in use by thousands of hotels worldwide. Key Capabilities Include: Self-service survey builder with branded templates Post-stay guest feedback via email or QR code Department-level benchmarking and performance tracking Multilingual, mobile-first survey experience Real-time alerts (light version at launch) 'This is about making feedback usable—not just visible,' said Kelly. 'XiQ delivers the insights hotel teams need without the overhead that slows them down.' A Foundation for the Future While the initial release focuses on guest satisfaction, XIQ lays the groundwork for a unified experience intelligence layer across the Unifocus platform. Future enhancements will include survey delivery via guest messaging, staff engagement capabilities, and deeper integration with Unifocus operations and labor tools. 'Long term, XiQ will connect guest and staff feedback directly into the systems teams use to schedule, respond, and improve,' said Sumit Nijhawan, CEO of Unifocus. 'We're starting with guest surveys today—and building toward real-time, closed-loop performance management.' Availability Unifocus XiQ is available now to all Unifocus clients as an add-on to Workforce Management or Operations. Early clients can begin using the survey builder and delivery tools immediately, with enhancements expected throughout the year. View source
Hospitality Net
30-05-2025
- Business
- Hospitality Net
How Hoteliers Can Get More Five-Star Reviews on Tripadvisor and Google
Getting guests to leave you a five-star review should be simple: deliver a great stay, earn a great rating. But in reality, even stellar experiences often go unmentioned, while minor hiccups are sure to show up. So, how can hotels consistently earn more five-star reviews on Tripadvisor and Google? It starts with delivering standout stays. Then, it's about automating the collection of guest feedback and making the most of your good reviews. In this guide, we're sharing: How to set your third-party review profiles up for success Strategies for engaging guests at key moments Insights for automating the ask for reviews How Important Are Third-Party Reviews for Hotels? Reviews are more than just a feel-good metric! Reviews directly impact your hotel's visibility and revenue. According to Hospitality Net: Travelers are 3.9x more likely to choose a hotel with higher review scores. 76% are willing to pay more for properties with better ratings So, better reviews feed directly into better rankings, and better rankings mean more bookings. And of course, more bookings mean more revenue. It's that simple! 6 Steps to Get More Tripadvisor and Google Reviews for Your Hotel Step 1: Optimize Your Review Profiles Before prompting guests to leave reviews, ensure your profiles are in great shape. Both Google and Tripadvisor boost visibility for hotels that have accurate, up-to-date information. So by maximizing your profile information, you're maximizing your exposure, too! Best Practices for Your Hotel's Google and Tripadvisor Profiles Make sure your listings are optimized for algorithms and travelers searching for their next stay in one fell swoop. Here are the best practices to follow: Use keywords (e.g., 'pet-friendly' or 'pool') in your description Regularly update photos to reflect current amenities Fill in essential information like parking or check-in time Keep all contact and business info accurate Answer traveler questions promptly Respond to every review, even older ones Avoid the temptation to copy-paste generic replies Don't get defensive with negative feedback Step 2: Engage Guests During Their Stay If you only talk to guests at check-in and checkout, you're missing opportunities to impress (and intervene!). Proactive, in-stay guest messaging creates a direct line to travelers and gives you the chance to address issues. How to Use Messaging During the Guest Journey Creating regular touchpoints with guests fosters a relationship that goes beyond being "just" a place to stay. Here are some suggestions for how to keep communication going: Pre-stay : Share check-in times, parking info and Wi-Fi details : Share check-in times, parking info and Wi-Fi details Mid-stay : Ask how the stay is going and solve problems early : Ask how the stay is going and solve problems early Post-stay: Thank the guest and ask for a review Step 3: Address Issues Before Guests Depart Imagine this: A guest leaves without voicing a concern. A day later, you're blindsided by a one-star review. They experienced an air conditioner issue you could've easily fixed…if you'd known about it, that is. But when your guest journey follows the Four Rs of great service, that type of review can be a distant memory. The Four R's of Great Guest Service A problem solved in real-time means a five-star review earned. Here's how to make it happen: Recognize : Send an automated message after the first night to ask about the stay : Send an automated message after the first night to ask about the stay Respond : Be aware when a guest writes back in case they mention an issue : Be aware when a guest writes back in case they mention an issue Repair : If they are having a problem, AI automatically suggests a service ticket : If they are having a problem, AI automatically suggests a service ticket Recover: Staff delivers prompt service and a drink voucher for the inconvenience Step 4: Empower Your Team to Deliver 5-Star Service Staffing shortages are all too common in hospitality. It's likely your team's time is already stretched thin, but the good news? Great service isn't about working harder—you can work smarter instead. Ways to Set Your Team Up for Success A well-equipped team offers consistent service—and consistent five-star reviews. Here's how to make it happen: Celebrate wins : Highlight standout service moments with recognition or rewards : Highlight standout service moments with recognition or rewards Digitize tipping : Make it easy for guests to show appreciation (even without cash) : Make it easy for guests to show appreciation (even without cash) Automate admin: Use hotel technology to reduce manual tasks and give your staff more time Your team is the driving force behind everything you do, including five-star reviews! Step 5: Deliver 5-Star Experiences at Scale Delivering standout service shouldn't depend entirely on lucky timing or superstar employees. With the right guest management system, one-off magic moments turn into a repeatable, scalable system. A Tech-Powered Example of an Exceptional Stay When you rely on technology for automation, you create experiences that wow every time—without adding extra work for your team. This is an example: Pre-arrival : A guest notes it's their anniversary at booking and it's added to their profile : A guest notes it's their anniversary at booking and it's added to their profile Check-in : The front desk greets them with a happy anniversary and a surprise upgrade : The front desk greets them with a happy anniversary and a surprise upgrade Mid-stay : Guests receive a quick text to see how things are going, and get an offer for a discounted spa package : Guests receive a quick text to see how things are going, and get an offer for a discounted spa package Checkout: The checkout process triggers a review request (and the couple is happy to oblige!) Step 6: Automate the Request for Reviews Manually asking guests for reviews often gets forgotten, especially when guests skip the front desk at checkout. But with technology, you can prompt reviews at scale—no script required. How to Automate Asking for Reviews Take the guesswork out of asking guests for reviews. Here are a few ways you can work the request for feedback into the guest journey: Checkout prompts : Send review requests immediately after mobile checkout : Send review requests immediately after mobile checkout Tipping triggers : Include review links when guests leave a digital tip : Include review links when guests leave a digital tip Post-stay messaging: Send personalized 'thank you' texts with Tripadvisor or Google links Ready to Create More 5-Star Moments? Earning more five-star reviews isn't about crossing your fingers. It's about being intentional with your operations to improve the guest experience at every touchpoint. This creates a system that makes it easy to wow every guest, every time—and get those coveted five-star reviews! When it's time to modernize your guest journey, Canary has solutions to create consistent, memorable experiences that guests rave about. Trusted by 20,000+ hotels, Canary eliminates friction at every stage so your team can focus on what matters most: exceeding expectations. Book a demo today and turn every stay into a five-star story. About Canary Technologies Canary Technologies is modernizing the hotel tech stack with its award-winning AI-powered Guest Management Platform. Digitizing guest touchpoints from booking to checkout, Canary's cutting-edge solutions simplify hotel operations, boost revenue, and elevate the guest experience. Enabling these innovations is Canary AI, the most advanced AI model built specifically for hotels. Trusted by 20,000+ hotels in 100+ countries, Canary powers top brands like Marriott, Four Seasons, and Wyndham. Recognized as an industry innovator by Fast Company, Deloitte, and Business Insider. Learn more at About Canary Technologies Canary Technologies is revolutionizing the hotel tech stack with its award-winning Guest Management Platform, digitizing everything from post-booking to checkout. Trusted by 20,000+ hoteliers in 90+ countries, including Marriott, Four Seasons and Wyndham, Canary is the top-rated solution on HotelTechReport. Canary's solutions include Canary AI, Mobile Check-In, Smart Checkout, Dynamic Upsells, Guest Messaging, Digital Tipping, AI Voice and more. Canary eliminates paper processes, boosts revenue, increases staff efficiency, enhances the guest experience, and reduces chargebacks and payment fraud. Amanda McDowell Content Marketing Manager Canary Technologies View source
Daily Mail
28-05-2025
- Business
- Daily Mail
Popular theme park blasted for 'absolute robbery' non-rider fee
One of the UK's most iconic amusement parks has sparked fierce backlash after introducing a 'rip-off' ticket price for non-riders. Blackpool Pleasure Beach now charges all guests an entry fee - regardless of whether they plan to ride. Up until 2009, the popular seaside attraction allowed visitors to roam the site freely, ideal for anyone who preferred not to take on the rides to still accompany friends and family. A £10 non-rider charge was briefly introduced, before being scrapped in 2019 in line with the wider theme park industry. Since then, the park has charged a flat entry price, currently £50 on the day or £30 if booked two weeks in advance for adults and children over 11, while prices for children aged 11 and under are set at £45 and £30 respectively. The standard fee ticket brought an end to large groups hanging around at the site, which had amassed a series of complaints from paying visitors. Now, park bosses say they've 'listened to guest feedback' and responded by introducing the £25 non-rider ticket. While it doesn't allow access to the rides, it does include several add-ons, such as a £5 voucher for food and drink and entry to the Hot Ice matinee show during summer. It also grants visitors unlimited access to the Pleasure Beach Express railway, the Chinese Puzzle Maze, and Bradley and Bella's Learning Garden, as well as opportunities to meet popular costumed characters, such as the PAW Patrol pups. Despite the extras, hundreds of furious fans took to the popular Facebook page, Welcome to Blackpoo l, to condemn the 'disgraceful' pricing, while others declared it discriminatory to the elderly and people with disabilities. One person wrote, 'Ridiculous £25 to walk around and trying to sell it with £5 credit which will be lucky to buy you a slush, and ticket to hot ice that quite frankly most wouldn't want anyway, £5 to walk around is quite enough. Another said: 'Hate it when they state "we've listened carefully to Park goers" what a load of codswallop. Who in the right mind are these people that state £25 is a fantastic incentive just to walk around holding coats?' A third commented, 'Day light robbery. Disgraceful,' while a third fumed, 'It's a RIP OFF.' A fourth said, 'Bosses never listen. Needs to be free to walk of the pleasure beach,' while another added, 'Completely missed the mark with this. They had a chance to make it right and completely screwed it up. Well done.' Another added: 'So discriminating against someone like me in a powerchair and no way on earth could get on the rides. So I pay £25 for the privilege of been disabled. You need to rethink your policy.' However, others were supportive of the new fee, as one wrote: 'I'm in the minority but if they don't charge something anyone and everyone is free to roam around the park, unfortunately they will use and abuse it.' Fans took to the Facebook page, Welcome to Blackpool, to condemn the 'disgraceful' pricing, while others declared it discriminatory to the elderly and people with disabilities 'I know I felt a little safer inside with my kids... maybe they need to tweak this like maybe grandparents get in free with paying children etc but I'm just trying to see why they do it from a different viewpoint.' Announcing the new prices last week, Amanda Thompson, CEO of Pleasure Beach, defended the decision, saying: 'This year we've placed a strong focus on making visits more affordable for families, without compromising the guest experience. 'We believe we have done this in ways that allow us to continue to thrive - not only as an important destination in Blackpool, but as an employer of hundreds of local people. 'We've listened carefully to our guests, and it's clear that flexibility and choice are more important than ever. That's why we've made the decision to launch our non rider eTickets with more added benefits – a move that sets us apart in the industry.'
Yahoo
26-05-2025
- Business
- Yahoo
Holiday let on Norfolk and Suffolk border wins national award
The owners of a holiday let on the Norfolk and Suffolk border have won a national award. Mike Wheele and Julie Shorter have been recognised by Sykes Holiday Cottages for their property - the Red Brick Retreat near Diss. The programme shines a light on holiday home owners from across the UK who have achieved exceptional feedback from their guests over the past year. Mike and Julie have been renting the property since 2022 (Image: Red Brick Retreat) Mike and Julie were among 33 holiday bosses to be awarded three perfect 10 certificates from the booking service over the past 12 months, making them a Sykes Star. READ MORE: In order to receive a perfect 10 certificate, owners must have at least six reviews from guests each quarter, giving them 100pc feedback. The pair were one of 33 let owners to be awarded three perfect 10 certificates (Image: Red Brick Retreat) The pair has been renting the one-bedroom property to holidaymakers since 2022. READ MORE: d Guests praise the property for its cosy feel and range of amenities, including a six-seater hot tub and private garden. The holiday home features a range of amenities, including a six-seater hot tub (Image: Red Brick Retreat) "We're thrilled to have been named a Sykes Star as we really enjoy holiday letting and welcoming guests to our wonderful town,' Mike Wheele said. "We've worked hard to make our holiday home as inviting as we can and always try to be flexible to our guests' needs. 'We also feel lucky to work with an incredible team, in particular our cleaner, Samantha Hughes, who has also played a part in us winning this award.'
