An online platform dedicated to addressing negative hotel guest reviews has expanded to serve hotels worldwide. MyGuestXP is a portal that connects any hotel Wi-Fi systems, allowing hotel management to delay negative reviews from hitting websites, like TripAdvisor, until they’ve had a chance to address the guest’s complaint.
Guests receive messages the final day of their stay, asking them to rate their experiences. Negative reviews are forwarded directly to hotel management to be addressed. Positive reviews go straight to online rating sites like TripAdvisor.
The results are more positive reviews on advisory sites. The cost for installing the portal is less than a dollar per room, making MyGuestXP an affordable buffer between hotels and rating sites.
“We were getting unfair reviews online,” said Brian Patel, owner of the Comfort Inn and Suites in Glendive, Mont., in a statement. “As soon as we implemented MyGuestXP, it gave us an opportunity to address the concerns.”
Because of the importance a negative review can have on a hotel, the MyGuestXP platform has grown rapidly, from just a few hotels to cities worldwide.
“If positive reviews are the lifeblood of the hotel industry, negative reviews are the kryptonite,” MyGuestXP CTO Arday Ardayfio said. “Giving hotel operators a chance to intercede and fix negative reviews before they hit the web can be the difference between success and failure.”