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Think Qualitatively About Guest Reviews

Life used to be simple and somewhat orderly: Hotels were classified as 1 through 5 stars (or diamonds) by reputable agencies such as AAA or Mobil/Forbes, classification was based upon a specific set of criteria for both service and physical operations and annual inspections were exciting times on property with staff anxiously awaiting any changes in classification, for better or worse.

No one believes that inspections only take place once or twice per year. All guests who cross your transom are inspectors, fully capable of providing an instantaneous blow-by-blow of their stay.

Furthermore, these ratings often include personal or emotional bias, something that would never be included by a professional evaluator. I have read many of these oft-slapdash or maligned reviews, and perhaps you have your own war stories in this regard.

via Think Qualitatively About Guest Reviews. – Friday, 31st October 2014 at 4Hoteliers.

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