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Since starting with GuestRevu, we've definitely noticed positive changes with the staff. Because we can actually bring the feedback back to the staff. They're getting mentioned, so I see a little bit of pride in them whenever they see their names mentioned, which is fantastic.
You have to accept that quality is whatever the guest defines as quality. If they need a hundred TV channels, then they need a hundred TV channels. Analysing guest feedback helps us understand this and make the necessary adjustments.
I guess what I probably didn't understand at the beginning was actually how well as agencies they [GuestRevu and For-Sight] would work together. And it's probably that collaboration that's given the real power in the data and information that we have
We have worked with reputation management tools before and I would say that the setup with GuestRevu was by far the easiest. The connection with our PMS was easy to set up and synchronisation worked straight away. I believe the first emails went out the same day
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.
Absolutely fantastic! The excellent reports have saved us money far in excess of what we pay. We have a far quicker response time now to any weaknesses identified. This is certainly one of the best decisions we made.