In this episode, Jeff and Rich review the guest feedback survey from a boutique hotel operated by one of the world’s largest hospitality brands. While the guest experience was exceptional, the survey left much to be desired—long, inconsistent, and surprisingly unpolished for such a well-run property and major hospitality brand. They explore why this happens more often than it should, and why the final touchpoint of the guest journey—the post-stay survey—should never feel like an afterthought.
Key Takeaways

Even top-tier hospitality brands can send poorly constructed surveys.
The guest survey is part of the guest experience—and it should feel that way.
Overly long, poorly constructed and edited surveys frustrate respondents.
A great guest experience deserves a strong finish.
The final impression you leave can shape how guests remember their stay.
Hotels of all sizes should treat feedback design with the same care as service delivery.
A better survey design leads to better data—and better guest satisfaction.

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Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉  https://www.guestinsight.com/book-a-free-discovery-session
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Music licensed via Epidemic Sound: https://www.epidemicsound.com/ 




#guestexperience #hospitalityindustry #hotelmanagement #guestsatisfaction #surveys #guestfeedback #cx #feedbackloop #feedback #customerfeedback #reviews #businessimprovement #customerexperience #OnlineReviews

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