Product Features Contact Us
See It in Action
Select Menu

Every Touchpoint

Matters – From

Booking to Post-Stay

Track guest experience across every stage: from pre-arrival to post-stay, with real-time signals and smart analysis.

Request a Demo

Track guest experience across every stage

Searching & Booking

Guest Pain
Guests come through many channels – with mismatched info and unclear expectations.
Solutions
We detect booking sources and flag early sentiment, so you can personalize the experience, reduce surprises, and drive more direct bookings.

Channel sentiment map

Booking source comparison graph

Early warning & alignment badges

Arrival & Check-in

Guest Pain
Check-in is the first real impression. If it’s slow, cold, or confusing, recovery becomes difficult, no matter how nice the room is.
Solutions
We analyze  surface check-in friction points, so you can act fast and start every stay on the right foot.

Cluster feedback from the first 24 hours to flag

emerging issues early

Tag check-in complaints by language, sentiment, and

OTA origin

Identify patterns in arrival delays, loyalty recognition,

and service tone

Cleanliness

Guest Pain
Cleanliness is the bottom line – nothing ruins a stay faster than a dirty bathroom, strange smells, or stained linens.
Solutions
We track hygiene mentions in different areas, so you can respond quickly, pinpoint issues, and maintain high standards.

Tag cleanliness complaints by area (bathroom, linen, air

quality, etc.) and severity

Cluster common keywords to reveal patterns across guest

feedback

Service

Guest Pain
One rude or unresponsive moment can overshadow the entire stay.
Solutions
We break down service-related feedback by role, tone, and context, so you can train smarter and act faster.

Tag guest mentions by staff role sentiment

Detect tone issues and response delays

Filter service complaints by language to uncover

communication gaps

Room Comfort

Guest Pain
Guests notice everything – from the mattress and lighting to noise from the next room or an underwhelming view.
Solutions
We break down room-related feedback into clear themes, so you know exactly what delights and what disappoints.

Categorize comments by  aspects like bed, noise,

temperature, and layout

Highlight sentiment tags

Visualize satisfaction levels with a heatmap

Hotel Facilities

Guest Pain
When guests find the gym closed or the pool freezing, it quickly becomes a complaint and a missed expectation.
Solutions
We help you stay ahead of facility-related issues by tracking what guests love, what they tolerate, and what sparks frustration.

Break down mentions by facility type 

Identify recurring complaints

Monitor satisfaction trends to guide upgrades and

maintenance priorities

F&B Experience

Guest Pain
From cold eggs to long queues or overpriced drinks – F&B complaints spread quickly and often hit guests on a personal level.
Solutions
We analyze feedback across all dining moments, so you can fine-tune menus, staffing, and pricing where it matters the most.

Break down sentiment by meal period (breakfast,

lunch, dinner) and outlet

Detect pricing concerns and trending dish-level feedback

Compare guest satisfaction between restaurant, bar, and room

service

Departure & Checkout

Guest Pain
No one wants to end their stay in a queue. Billing errors, invoice delays, or unclear charges leave a bad last impression.
Solutions
We monitor patterns and pain points during check-out, so you can streamline processes and end every stay on a high note.

Track complaint spikes to identify peak-time bottlenecks

Spot frequent billing and invoice issues through keyword

analysis

Monitor mood shifts at check-out to catch friction before it

escalates

Post-Stay & Return Guests

Guest Pain
After checkout, most hotels lose visibility until a 2-star review suddenly appears on Booking or Google. By then, it’s too late to respond.
Solutions
We monitor post-stay sentiment across social and review platforms – helping you protect your reputation and re-engage valuable guests.

Track guest posts and reviews in real-time, across diverse

platforms

Flag viral risks early and detect loyalty signals from returning

guests

Automate smart follow-ups to recover unhappy guests and

boost repeat bookings

From fragmented guest reviews to strategic intelligence.

All in one powerful platform.

Already a partner? Log in here

Terms of Use Privacy Policy Imprint

A product by Where to know Insights GmbH, Berlin, Germany · HRB 275003 B · © 2025 Where To Know, All Rights Reserved.