Our Guests Criteria
OUR GUESTS
Purpose
Comments
Score
• TrustYou CompIndex • TrustYou Top-box (P/S Surveys) • TrustYou Problem Handling Score (P/S Surveys) NEW
• Online reviews and post-stay surveys are separated into different metrics • More focus given to post-stay surveys (15% vs. 5% LY) • An individual target is given to each Hotel based on 2019 performance • Bonus points are given if Hotels outperform Target
5% + 1% Bonus 10% + 2% Bonus
Focus on guests’ satisfaction
5% + 1% Bonus
Our Guests
Hotels get full score if they pass their first audit, and zero score if they fail • If Hotels who failed first audit, still fail after rectification period, penalty points will be given
Ensure basic Safety and Security •
• Security • Fire Life Safety • Engineering • Food Safety
2.5% and -2.5% penalty 2.5% and -2.5% penalty 2.5% and -2.5% penalty 2.5% and -2.5% penalty
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