The hospitality industry is grappling with the increasing prevalence of fake reviews, which significantly influence travelers' decisions. In 2023, TripAdvisor blocked a record number of fake reviews, highlighting the severity of the issue. The Federal Trade Commission is also taking action, proposing new rules to penalize businesses engaging in deceptive review practices. GuestInsight has long advocated for a proactive approach to combat fake reviews, emphasizing the importance of collecting authentic feedback through guest surveys, resolving issues promptly, and encouraging satisfied guests to share their experiences on review sites. By implementing these strategies and utilizing tools like GuestInsight's review enhancement features, hotels can improve their online reputation and gain a competitive advantage.

Tired of low response rates and vague feedback? Discover how a respectful, guest-centric approach to feedback requests can unlock a wealth of valuable insights. Learn how to prioritize the guest experience, craft effective feedback requests, and improve communication strategies to gather actionable data that will help you boost guest loyalty and enhance their overall satisfaction.

In "Tell Me What I Want To Hear: It's Not About You, It's About Me," we explore the prevalent issue of biased customer experience feedback requests, particularly in the automotive industry. Drawing on decades of experience in guest and customer feedback, the post contrasts genuine feedback practices in hospitality with the methodologies that have been part of the automobile industry for decades. Highlighting the importance of honest feedback, it urges industries to value real customer insights.

Inspired by Novak Djokovic's unparalleled achievements on the tennis court, our latest blog post explores the essence of a champion's mindset in both sports and business. Highlighting the transformative power of feedback and the necessity of iterative improvement, we underscore the importance of genuine customer and guest feedback, especially in customer-centric and experience-driven industries like hospitality. Discover how embracing Djokovic's ethos of relentless reinvention can be a guiding star for achieving sustained success in any endeavor.

We explore how new AI tools, like ChatGPT, can transform the way hospitality operators analyze guest feedback. Through sentiment analysis, distillation, summarization, categorization, and targeted insights, these AI models can save time, streamline processes, and enable faster responses to feedback.

This post delves into the often frustrating world of online reviews, shedding light on the mismatch between star ratings and review content. We discuss how subjective grading scales, personal experiences, and cultural influences can lead to disparities in how reviewers rate businesses. Additionally, we explore the implications of this 'Easy A' phenomenon for consumers, who may have to sift through conflicting reviews, and businesses, particularly in the hospitality industry, that need to interpret and act on these mixed signals. We also take a look at how businesses can leverage advanced tools like Natural Language Processing (NLP) for a more nuanced understanding of reviews, highlighting the potential for both improved services and stronger guest relationships.

We put ChatGPT to the test by asking it to create a how-to guide for hospitality operators who prefer using self-service survey tools or email marketing platforms for their guest survey programs instead of all-in-one solutions like GuestInsight. We wanted to see if the guide would align with our principles and be a useful resource for hospitality professionals. The resulting guide, "Mastering Guest Satisfaction: A DIY Guide to Creating Impactful Hospitality Surveys," provides ten best practices for designing effective guest surveys, emphasizing clear objectives, diverse question types, mobile optimization, and more.

This blog post discusses the importance of optimizing customer experience in the hospitality industry and how guest feedback and guest journey mapping can be used to capture the voice of the guest and increase lifetime guest value. By collecting and managing guest feedback through various channels and using guest surveys and journey mapping, hospitality professionals can identify areas for improvement and provide more personalized and satisfying experiences for their guests. This approach not only leads to higher guest satisfaction and loyalty but also contributes to sustainable business growth.

This blog post compares two AI language models' evaluations of three guest comments for hotel testimonials. The goal is to evaluate the effectiveness of using AI-based sentiment analysis to generate testimonial pages. The comments were evaluated by GuestInsight's algorithm and ChatGPT's AI model, and guest expectations were considered in the analysis. The post discusses the variability of sentiment analysis and the importance of context, as well as the usefulness of AI-based sentiment analysis for generating testimonial pages. The post concludes by acknowledging the need for human curation tools to sort out mixed signals in written comments.

Using AI to conduct research and organize thoughts into a blog post (and marketing content). Today's topic: Learn how to transform negative online reviews into positive results in the hospitality industry. Discover insights for improving guest experience, building guest-centricity, and making data-driven decisions to improve reputation, success, and guest satisfaction.

We took ChatGPT for a spin on a topic we’re pretty familiar with. It wrote a perfectly formatted blog post with on-point content in about 30 seconds. See it here:

What's in the stars? Looking at 5 point rating scales, historically and in common practice today; TripAdvisor, Google Reviews, & Yelp.

Having a guest experience feedback program in place is great, but it's important to ensure proper action is taken on the feedback received.

Exceeding Guest Expectations: It's complicated. Should we always be striving to deliver experiences that exceed guest expectations?

We're deep into hockey's Stanley Cup Finals and in honor of North America's oldest team sport trophy being contested, our newest episode of Feedback Matters gets into the story of how a hockey metric inspired us to rethink how we use and visualize guest loyalty data.

A recent story and Tweet by New Jersey News Channel 12 about a business owner who fires back at people leaving him negative online reviews got us talking about how the it's still the wild west out there in the world of online reviews- a topic we first addressed 15 years ago.

The 2016 US presidential election saw the majority of American voters consuming news on social media, particularly Facebook, where they were algorithmically exposed to content based on their past preferences, likes, shares and web history. The result was that users saw and heard more of what they wanted to see and hear in the past, which may have affected the outcome of the election. From a business perspective, it is important to understand the perspective of all customers, whether favorable or not. Business managers should be proactive in gathering feedback across a spectrum of sources in order to make better-informed decisions.

Combatting fake online reviews-- again. We've been railing about this topic since...well, since online reviews became a thing. Read our latest take here.