How Hotels can Centralise their Feedback
Sunbeam can give you a full view of guest feedback, making it easier to find the most important issues.
Guest feedback comes in from all over the place—Booking.com, Expedia, TripAdvisor, Google Maps, or your own private post-stay surveys. It’s ever-growing, and you probably feel like you should be doing more with it. But the honest truth is that very few people find it easy to work with this kind of qualitative feedback.
When feedback is scattered, it’s hard to see what’s really going on. A glowing TripAdvisor review might hide a recurring issue in your own survey responses, or a single issue might generate only a small number of mentions on each platform, and subsequently fly completely under the radar. Without the full picture, you’re left guessing what to fix or where to focus your attention.
Bringing all your feedback together makes life a lot easier. With everything in one place, you can quickly spot the patterns: Are guests repeatedly complaining about slow check-ins? Does the breakfast keep getting praise? Are the same issues cropping up in public reviews and private surveys? Centralising your feedback gives you a balanced view of the guest experience, so you know exactly what needs improving—and what’s worth shouting about.
A joined-up response is just as important. If common challenges appear across different platforms, you don’t want to be sending mixed messages. Centralising your feedback helps you align your responses and plan a consistent approach—whether it’s addressing a recurring issue or sharing improvements you’ve made. It’s clearer for your team, and clearer for your guests.
One challenge of any transformation or new system rollout is the time it takes. When we were designing Sunbeam we thought a lot about how to minimise the integration and setup time; nobody should have to wait days or weeks before they see any value. That’s why Sunbeam is designed to connect to the feedback you’re already collecting—no need for new surveys, integration keys, or support calls. You can point Sunbeam at your existing feedback and have insights within the same hour.