Ask most Airbnb Superhosts when they started taking their tools seriously and the answer is usually the same. It was after a review they did not see coming.
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.
High staff turnover is costing UK hospitality businesses thousands every year. Here's how real guest feedback is changing the way operators recognise and retain their best people.
