Overall Stay Experience
Refers to the % of guests who rated full score of “5” based on the “Overall Experience” question in post stay surveys.
Focus on converting 80% ratings to top box excellent scores • Evoke EXCELLENT ratings through Departure verbiage guidelines or written card with gift • Implement further engagement with family guests on site-YourVoice, CORE guests' program, Stay quality check during breakfast • Develop meaningful and small guest delight gestures for FO and F&B (Breakfast) to use
5.21% 2.08%
7.67%
14.02%
71.02%
• 75% were couples or families
71.0 %
14.0 %
89.3 %
100 80 60 40 20
• 56% experienced a stay defect
Average Score
Rated Top Box
Rated 80 out of 100
21
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