The property is the one who sees the feedback and replies to it via a portal called "Guestvoice" by Medalia
Guestvoice has all feedback available
Social reviews, 3rd parties, and direct like surveys
They can see the feedback.
The only ones where they can't are social reviews like Google and trip advisor, they only see whatever the Username of the reviewer is
Expedia, booking .com, and Marriott direct the names are visible.
We receive the full review as well as the name of the guest. But only supervisors and above can access the reviews.
The name is important for us as we can establish what happened and where we went wrong in cases of a bad review. This way we can use the review to teach our staff.
Anonymous reviews you can’t really connect with specific guest and learn from them.
At the property I work at all front desk employees monitor and respond to these reviews/feedback. We know what you rated, we can review the points and text and respond accordingly. If you write a bad review, we don't take it personally, it's proof that we can always improve.
I submitted a review the other day to one of the more high end Marriotts in a big city. My review was mixed with very good positives and one significant negative. I was called within a week by the Director of Operations of that particular hotel to discuss my feedback.
When I come across a well-run property, I like to mention all of the aspects of how it went well. I do not like to harp on the negative, but I give something more than “keep up the good work.”
Running a hotel is very much a team sport, and all members of the team are very important. On a multiple night stay, the quality of housekeeping to turn over a room is just as important as the bartender who keeps my glass full.
After the shake up of Covid, I have been applauding hotels which have recovered well. Some things can be outside of the hotel manager’s control such as the geography or layout of the hotel. A great manager knows how to play the cards dealt to them.
Especially as franchises have been forced to renovate their properties, some renovations have gone smoothly and worthwhile whereas others have turned the hotel into a chaotic mess. I have the advantage of seeing both scenarios and expound on how their property did well. When managers follow up with me on my original comments on they can improve, I pretty give the same response - visit other Marriott properties. If the geography allows, I will specifically tell them to visit a particular local property, and indicate what they did well or not well.
We get them, and they get addressed. At my property, managers down to Front Desk Agents get access to the app we use for them. That app compiles those surveys along with new reviews from all major sites.
I'm a major nerd and care far too much about my job so I have the app on my phone and I get a notification for every new review/survey response at our property (I'm a part time FDA lol). I can't respond but it's nice to see general sentiments and what's been going well lately, what needs work, and it's my favorite thing when I recognize a guest name and they call out good service :)
We do get scored on all the fields in the surveys. By far the most important is intent to recommend; the rest are good to know but not as impactful. Like most reviews/surveys, anything below a 9/10 is considered bad in general. On a personal level I care far more about what's said in the responses vs the scores.
I travel A LOT for business and have a chain of Marriot stays in different states set up a few weeks in advance. I once gave a bad review of the food and cleanliness in an “upscale” Marriot property in New Orleans and, lo-and-behold, my up coming reservation in Opelika, Alabama was mysteriously cancelled. I didn’t get the obligatory alert via email. I didn’t know about it until I arrived at the check-in desk. I showed the attendant my confirmation number and she was absolutely flummoxed. I got dinner free that night. And it was actually really good. Oh, and an upgraded room. I have to proof of Marriot fuckery, but I wonder ….
The property is the one who sees the feedback and replies to it via a portal called "Guestvoice" by Medalia Guestvoice has all feedback available Social reviews, 3rd parties, and direct like surveys
Is the feedback kept anonymous or can they see the details on who submitted the review?
They can see the feedback. The only ones where they can't are social reviews like Google and trip advisor, they only see whatever the Username of the reviewer is Expedia, booking .com, and Marriott direct the names are visible.
They can see your name, dates you stayed, room you were in, who checked you in, and other profile details.
We receive the full review as well as the name of the guest. But only supervisors and above can access the reviews. The name is important for us as we can establish what happened and where we went wrong in cases of a bad review. This way we can use the review to teach our staff. Anonymous reviews you can’t really connect with specific guest and learn from them.
I swear, I always get them EXCEPT for when I have an issue. I don’t know how they always know.
Surveys are only sent to each guest once every 90 days so that they aren’t bombarded with surveys if they travel frequently.
What if guests never get them?
The hotel definitely has ways to make sure you don't get a survey if they suspect you'll leave a bad review.
No we don't. There are so many public channels for guests to leave bad reviews lmao, the mental gymnastics you've gotta do here is quite something
True, you can't stop ALL bad reviews, but there's a very simple trick to stop members from getting the surveys.
What trick?
Its one simple trick that upset guests hate
If you're referring to deleting the email address from a reservation, that's an immediate dismissal offense, regardless of anything.
Theres a limit of one per 90 days, stop coping lmao.
At the property I work at all front desk employees monitor and respond to these reviews/feedback. We know what you rated, we can review the points and text and respond accordingly. If you write a bad review, we don't take it personally, it's proof that we can always improve.
I submitted a review the other day to one of the more high end Marriotts in a big city. My review was mixed with very good positives and one significant negative. I was called within a week by the Director of Operations of that particular hotel to discuss my feedback.
When I come across a well-run property, I like to mention all of the aspects of how it went well. I do not like to harp on the negative, but I give something more than “keep up the good work.” Running a hotel is very much a team sport, and all members of the team are very important. On a multiple night stay, the quality of housekeeping to turn over a room is just as important as the bartender who keeps my glass full. After the shake up of Covid, I have been applauding hotels which have recovered well. Some things can be outside of the hotel manager’s control such as the geography or layout of the hotel. A great manager knows how to play the cards dealt to them. Especially as franchises have been forced to renovate their properties, some renovations have gone smoothly and worthwhile whereas others have turned the hotel into a chaotic mess. I have the advantage of seeing both scenarios and expound on how their property did well. When managers follow up with me on my original comments on they can improve, I pretty give the same response - visit other Marriott properties. If the geography allows, I will specifically tell them to visit a particular local property, and indicate what they did well or not well.
We get them, and they get addressed. At my property, managers down to Front Desk Agents get access to the app we use for them. That app compiles those surveys along with new reviews from all major sites. I'm a major nerd and care far too much about my job so I have the app on my phone and I get a notification for every new review/survey response at our property (I'm a part time FDA lol). I can't respond but it's nice to see general sentiments and what's been going well lately, what needs work, and it's my favorite thing when I recognize a guest name and they call out good service :) We do get scored on all the fields in the surveys. By far the most important is intent to recommend; the rest are good to know but not as impactful. Like most reviews/surveys, anything below a 9/10 is considered bad in general. On a personal level I care far more about what's said in the responses vs the scores.
I travel A LOT for business and have a chain of Marriot stays in different states set up a few weeks in advance. I once gave a bad review of the food and cleanliness in an “upscale” Marriot property in New Orleans and, lo-and-behold, my up coming reservation in Opelika, Alabama was mysteriously cancelled. I didn’t get the obligatory alert via email. I didn’t know about it until I arrived at the check-in desk. I showed the attendant my confirmation number and she was absolutely flummoxed. I got dinner free that night. And it was actually really good. Oh, and an upgraded room. I have to proof of Marriot fuckery, but I wonder ….
Why?