Insights for hotels that want to be felt.
Research, tools and practical thinking on guest experience, reviews and running a calmer operation.
What is a better review score worth to your property?
A +0.3 lift in your review score can move room revenue by 2–4%. Plug in your rooms, rate and occupancy to see what that means for you, measured against RoomCheck's subscription.
Guest satisfaction is won or lost on problems hotels never hear about
What 25+ hospitality studies and J.D. Power data say about the silent friction behind bad reviews, and how in-room requests catch it while the guest is still on property.
The 27% problem: why an unclean room hurts more than anything else
One unclean room can cost about a quarter of a guest's satisfaction. Why cleanliness works like a threshold, and why bathrooms decide so many reviews.
The silent majority: most unhappy guests never tell you
Your unhappy guests won't tell you, but they will tell Booking.com. Why guests stay silent, and what makes them speak up.
The 12-minute window: how a fast, personal response wins guests back
How long guests wait before frustration sets in, why acknowledging a request matters as much as fixing it, and what to say first.
The button you never press: why feeling able to ask matters
Why knowing you can ask makes guests feel better, the effort barrier behind silent complaints, and how guests prefer to reach you.
The second failure: why an unresolved problem hurts more than the problem itself
11%, 20% or 26%: how your response decides what a problem costs, and why a broken promise hurts more than the broken shower.
Your score is your shop window: how review scores drive revenue
What 0.3 points is worth to a 10-room guesthouse, how booking sites rank you, and why independents gain most from great reviews.
The 9 things that hurt guest satisfaction most
The nine biggest guest detractors ranked by damage, what goes wrong at budget vs luxury properties, and the South African evidence.
Warmth beats freebies: what really makes guests feel special
What really delights guests in their own words, why arrival shapes the whole stay, and what B&B guests write about most.
Just ask: the research on raising your review score
How asking every guest added 34% more reviews, how to reply to a bad review, and why replying to everything backfires.