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The whole process from design, delivery and the collation of results were more than we could have expected giving us valuable feedback for us to move forward.
What I have noticed is that before a review hits the public domain now we are aware of it because of GuestRevu. Then the guest relations manager or GM can give the guest a direct call to understand what actually happened. This has really eased the bad reviews.
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.
When we meet with the business partner once a month to show them what is happening and meet with the team on the ground to go through what's happening at the hotel, part of those meetings is the GuestRevu report, where we can see what is needed in each property.
GuestRevu provides great insights along with personalised service that helps to achieve best results. We’ve been amazed how much information escaped our attention before. Thanks to GuestRevu we can now handle it effectively.
Through GuestRevu’s monthly management reports, we were able to drill down within the report to see departments, and sections within the departments, that were performing well and performing negatively