Sunbeam's Best Concierge Service

I've always been intrigued by the idea of a high quality concierge service. Can they really get you tickets for a sold out show, or a 7pm Saturday table at the hottest restaurant in town?

I thought I'd see what guests were saying about the best concierge service in the UK. Sunbeam broke down milliions of pieces of feedback and identified three hotels that stood out.

The Top 3 Hotels for Concierge Service

The Grand, York (+98 NPS)

Lakes Hotel & Spa

The Mandeville

How We Found These Hotels

What sets Sunbeam apart is its ability to analyse guest feedback more deeply than any other software. It doesn’t rely on keywords or broad categories, and it successfully captures the detail that gets lost with most approaches.

In this case, I looked for any mention of the concierge service, no matter how that feedback was phrased or whether individual staff were named or not. The feedback quickly broke down in to dynamically generated subcategories that captured the most important aspects. Guests said that friendliness, knowledge and all round ability that seemed to be most important aspects of the concierge service.

We can use that same technology to undertstand guest sentiment towards hundreds of different categories, identifying common topics and areas for improvement, and even benchmark open-ended feedback against other hotels.