We have been using Guest Experience Manager for several years and have been very pleased with how our Guests have responded to us. We have found that reaching out to our Guests immediately after their departure has allowed us to promptly address any concerns or suggestions brought to our attention, therefore increasing Guest satisfaction and avoiding potentially negative reviews on TripAdvisor and Google. Our Guests appreciate the timely response that G.E.M. enables us to provide.

The platform is very user-friendly and provides invaluable data to our staff, allowing us to efficiently analyze survey responses, identify problems and resolve issues prior to another Guest’s arrival. Suggestions for helpful additions to the software are always well received and implemented quickly, constantly improving our ability to service our Guests.

Customer reviews have become an essential part of the booking process for the majority of potential guests. What a guest can read online about your business can encourage them to book or send them to a competitor. Knowing what your guest’s concerns are as quickly as possible allows you the opportunity to make things right before they go home and increases the potential to create a lifetime guest.

In the time we have been using G.E.M. we have seen an increase in positive reviews on Google+ and TripAdvisor, leading to an increase in brand awareness and repeat guests. The automated invitation sent by G.E.M to those guests to share their experience online has been essential to improving our customer service and online reputation.