Sentiment & Themes From Your Reviews

Extract patterns that drive ratings and RevPAR, prioritize fixes, and report impact by property with exportable insights.

Your guest reviews are more than just comments; they are a goldmine of data that holds the key to improving guest satisfaction, increasing revenue, and outperforming your competition. While star ratings provide a quick snapshot, the real value lies within the unstructured text of the reviews themselves. Manually sifting through hundreds or thousands of comments across multiple platforms is an impossible task.

Our AI-powered platform automatically analyzes all your guest feedback, transforming a sea of opinions into clear, actionable insights. By detecting sentiment and identifying recurring themes, you can move from reacting to individual comments to strategically addressing the core drivers of your hotel's reputation and financial performance.

Why This Matters

From Noise to Themes

What are guests really saying about their stay? Our AI technology goes beyond simple keyword searching. It uses natural language processing (NLP) to understand the context and sentiment behind guest feedback, automatically grouping comments into clear, relevant topics. Instead of a long list of disconnected complaints and praises, you get a structured overview of what matters most to your guests—from the "friendliness of the check-in staff" and "speed of room service" to the "variety of the breakfast buffet" and the "cleanliness of the pool area."

Actionable, Not a Black Box

Data is only useful if you can act on it. Our platform provides transparent, easy-to-understand categories with concrete examples from your actual reviews. This allows you to drill down from a high-level theme like "Room Condition" to specific, root-cause issues like "outdated decor" or "noisy air conditioning." These tangible insights can be easily shared with operations, housekeeping, and maintenance teams, empowering them to make targeted improvements that have a real impact on the guest experience.

Core Features

• Theme Detection: Our AI is trained specifically for the hospitality industry, ensuring it accurately identifies and applies consistent labels to topics across all review platforms. Whether a guest leaves feedback on Google, Booking.com, or TripAdvisor, you'll see it categorized under the same unified themes, giving you a holistic view of your performance.
• Comparisons: Benchmark performance across your portfolio to see which properties are excelling and which need support. Track the evolution of specific themes over time to measure the impact of your operational changes. For example, you can monitor whether guest sentiment about "cleanliness" improves after implementing a new training program for your housekeeping staff.
• Exports: Generate CSV exports or connect to your business intelligence tools for deeper analysis and custom reporting tailored to your organization's needs.
• Alerts: Set thresholds to receive automatic notifications when specific themes show significant negative trends, allowing you to address emerging issues proactively.

Expected Outcomes

• Spot Service Gaps Faster: Real-time analysis of guest feedback allows you to identify emerging issues before they escalate and impact a larger number of guests. By catching negative trends early, you can take proactive steps to resolve problems and prevent them from damaging your online reputation.
• Plan Fixes That Lift Ratings: By understanding which themes have the biggest impact on your overall ratings, you can prioritize investments and operational changes that will deliver the greatest return. A study from Cornell University's School of Hotel Administration found that a 1-point increase in review scores can allow hotels to raise prices by over 11% while maintaining occupancy. Our platform helps you focus your efforts on the improvements that will move the needle on your ratings.
• Share Simple Reports with Managers: Exportable reports and intuitive dashboards make it easy to communicate key findings to property-level managers and corporate stakeholders. This data-driven approach fosters a culture of continuous improvement and ensures that everyone is aligned on the priorities for enhancing the guest experience.

FAQ

• What data sources do you analyze? We analyze guest feedback from a wide range of sources, including major online travel agencies (OTAs) and review sites like Google, Booking.com, TripAdvisor, HolidayCheck, and Expedia.
• How granular are reports? Our reporting is highly flexible. You can get a high-level overview of sentiment and themes across your entire portfolio, or you can drill down to analyze the performance of a specific property, department, or even a single recurring theme. All views are exportable to facilitate sharing and further analysis.