A booking drops into your inbox at eleven at night. Two nights, the room with the good view, a couple who sound lovely in their little message. For a second it feels great. Then comes the part nobody talks about, the quiet sum you do in your head where you work out how much of that booking you actually get to keep.
If you run a restaurant, pub, B&B, boutique hotel, or any independent hospitality business, you have had this experience.
The gap between what guests say to your face and what they write online is not a mystery. It is a documented psychological phenomenon.
Until you understand it properly, your guest satisfaction scores will keep telling you one thing while your reviews tell you another.
