Oceana Beach and Wildlife Reserve, Cotswold House, Breaffy House Resort, Providence Hospitality, VISIONAPARTMENTS, Murrayshall Country House Hotel, Shannon Springs Hotel and Stenden South Africa’s MyPond Hotel tell us how GuestRevu helps them to meet their guests’ high expectations and deliver on the experiences that they are looking for. How well do you understand your guest experience? Find out how GuestRevu can help: https://blog.guestrevu.com/understanding-guest-experience-with-guestrevu

1. How does GuestRevu
help you to meet
your guests’ high
expectations?

2. When you’re aiming to be the top,
the difference between a good
stay and a great stay is minute
percentages in terms of what you do.
Chris Roberts, General Manager
Oceana Beach & Wildlife Reserve

3. Historically, you’ve got to wait
until there’s some big complaints
from customers, and then you go
into a department, and you’d have to
restructure and figure out where things
have gone wrong...

4. ... Now we can start to see where the
scoring is dropping down slightly, and
we can deal with issues within that
department before they become
an issue that affects the guest
experience.
Chris Roberts, General Manager
Oceana Beach & Wildlife Reserve

5. For us it is absolutely vital that we
can quickly identify patterns where
areas may be declining in standard.
Guests are very good at reporting minor
maintenance issues which is very helpful
to prevent snags becoming major
(costly) issues.
Craig Webb, General Manager
Cotswold House

6. The best tool that we have
with GuestRevu is the monthly
management report where
you get to see the good, the
bad and the ugly...

7. ... It’s that that helps you manage
your hotel, because if you see a
reoccurring theme from guests
you’ve got to react on it, both positive
and negative.
Wilson Bird, General Manager
Breaffy House Resort

8. 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.
Wilson Bird, General Manager
Breaffy House Resort

9. If a guest points out there’s something
in the room that isn’t up to standard, we
can go in there immediately and sort
it out. It’s obviously a huge advantage,
because then the next person
coming in, he doesn’t have the
same experience...

10. ... It’s about looking at our guest
experience actively, and constantly
improving what we’re doing, and
bettering ourselves.
Anja Bosken, Operations Manager
Providence Hospitality

11. GuestRevu is really essential for serviced
apartment providers, especially because
a lot of our properties don’t have front
desk and reception areas anymore, so
the contact with our guests is quite
limited.
Natalia Kupis, Operations Director
VISIONAPARTMENTS

12. It has helped us identify what are the
issues in our properties — what we’re
doing well, what we’re doing wrong. We
are able to get insight from [the
reviews] to impact our business
right away, and to know what to do
with our guests, and what to do with our
own inventory...

13. ... We can aggregate comments
from our guests about a specific
building, or a specific type of
apartment — what are the issues,
positive or negative. So we are able to
make changes based on the insight we
get...

14. ... You can see Zurich is doing well,
or a specific unit in Zurich has been
rated outstandingly, and it helps us
even decide where to do the next
renovation, where we don’t have to
do it right now.
Kat Kunze, Global Sales Leader
VISIONAPARTMENTS

15. Because we can drill down into the
various elements of the guest stay, it
allows us to get to specifics quicker,
and also helps us to identify trends
much easier, which in turn gives us
evidence so we know where to need to
concentrate our training efforts.
Kevin Keenan, General Manager
Murrayshall Country House Hotel

16. It’s very hard to understand what the
guest is experiencing. Is what we’re
doing right? How can we grow
from it? You need to see the basic side
first. Before you can go extending and
refurbishing, the basics have to be right...

17. ... Guest feedback really gives us
a true feeling of what guests
experience from the minute they arrive,
until they depart from the hotel...

18. ... Wherever we fall down, we highlight
it, and it reports straight to the
relevant department so we can look
at how we can make it better going
forward.
Lisa Glynn, Sales & Marketing Manager
Shannon Springs Hotel

19. We didn’t get our breakfast right two or
three years ago. We were struggling
to understand what was going
wrong... I had to come in personally
around breakfast time to make sure that
everything was ready and in order. But
through feedback and changes to our
operations, we certainly get it right now.
Wouter Hensens, Executive Dean
Stenden South Africa’s MyPond Hotel

20. How well do you understand
your guest experience?
www.guestrevu.com