Frequently Asked Questions

Your Service Signature™ is the unique identifier built from your verified guest feedback over time, it is yours and it travels with you. If you move properties or progress in your career, your signature reflects the real impact you have had on guests. It is not a score out of ten. It is a reputation, built honestly.

The system is designed to surface patterns across many interactions, not to act on a single data point. One negative response does not define your record. Patterns over time tell the real story, and your manager is trained to look at the bigger picture rather than react to isolated moments.

Guests are given the option to do two things, both are optional and not required. One is to mention a staff member by name who made their experience special, this only shows as an option if the guests leave a strong positive review. If a guest leaves a negative review a box appears to allow guests to share their negative experience in private, this means that if you have an unfortunate experience with a guest, the chances of your name being made public will reduce dramatically helping to protect your reputation.

Once you, or your employer has set you up on IntuitiveStay and you have created your Service Signature account, you can view your personal GCS™ scores, pillar breakdowns and performance trends directly from your profile. Your data is yours to see at any time.

The four pillars are Resilience, Empathy, Anticipation and Recognition. Resilience measures how calmly and effectively you handle difficult situations. Empathy reflects how personally connected guests feel to you. Anticipation captures whether guests felt their needs were met before they had to ask. Recognition measures whether guests felt seen and valued as individuals. Together these four scores paint a picture of your natural strengths as a hospitality professional.

Yes, but only for high scores or if a guest mentions you by name if they score low. However the purpose of this data is to support your development, not to punish you for individual scores. One low score from one guest does not define your performance. Your manager sees trends over time, not a snapshot of a single interaction. We have purposely designed the feedback from to protect you and your team. Our name drop box only appears when guests score high. When a guest scores low, they do not see the name drop feature, it is worth noting, there is nothing stopping guests writing your name in the vent box if they choose to.

When a guest gives you a high score, IntuitiveStay may prompt them to share their experience publicly on platforms like Google or TripAdvisor. This means great feedback you receive can directly contribute to your property's public reputation. High scores also build your Service Signature profile over time, creating a verified record of your performance that travels with your career.

No. Mystery shopper programmes use anonymous paid evaluators who pretend to be guests. IntuitiveStay collects feedback from real guests who genuinely experienced your service, anonymously and voluntarily. The result is a far more honest and representative picture of your performance than any scripted evaluation can provide.

That is entirely at the discretion of your employer. IntuitiveStay provides data to support fair, evidence-based conversations about performance. Many operators use it as a positive recognition tool rather than a disciplinary one. If you have concerns about how your employer intends to use the data, we encourage you to speak with your manager directly.