In a recent report conducted by PhoCusWright on behalf of TripAdvisor, it was found that more than 75 percent of people surveyed do not feel comfortable booking a hotel reservation without researching all hotels and reading independent reviews by other travelers. One bad review can amount to the potential loss of thousands of dollars for a hotel.
Face Snapper, based in south Florida, has developed a way for hotel operators to circumvent the poor reviews on travel advisory websites. Enlisting the use of facial recognition technology and its own proprietary algorithms, Face Snapper captures and analyzes video recordings of conversations between hotel guests and employees in real time. It then sends hotel owners and managers a daily interactive email that enables them to review the videos of upset guests.
This feature provides hotel operators with unprecedented, actionable data that can be used for customer outreach and staffing decisions, reducing the number of upset customers that post poor reviews.
“Many hotel guests hastily write reviews of hotels without notifying the manager of their experiences,” said J.P. Gagne, Face Snapper’s founder and CEO. “Our system identifies these guests before they leave the hotel.”