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.

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.

Feature Visuals

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.

Solution
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.

Solution
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