...we are listening closely... everywhere!
Broadly speaking, a hotel’s departed guest falls into one of three sentiment classes; delighted, content, unhappy. The reasons why guests sit at either end of the contentment spectrum are most likely due to one or more noteworthy experiences or discoveries having occurred during their stay.
Historically, a hotelier has had little proximity into their departed guest’s sentiment related to their stay experience, unless of course that guest was sufficiently motivated to send a direct message to the GM, fill out a paper survey card before leaving, or respond verbally to the “How was your stay?” question at check-out.
READ THE FULL ARTICLE.