SLTO- PM Nov

TrustYou is the World’s largest guest feedback platform

TRUST YOU SUMMARY: NOVEMBER

Collect and analyze over 3 million traveler reviews every week for 500,000 hotels

Analysis includes 250+ verified sources in 19 languages

Resulting in a deeper insight into your guest’s needs, easily identified areasof improvement, and themost accurateratingof your hotel.

November Score Snapshot

312 post stay 83 web reviews

245 Last month

YE Goal: 1.00

NOVEMBER

YTD

November Score Snapshot

Source distribution

Vs. 10

Compset Index YTD

( 82 web)

YTD Performance Score

85 90 95 100

Trip Advisor

Last Month

79%

80% 13%

13%

4.5%

3%

3%

Trip Advisor

91%

6%

0.008%

84%

9%

1%

81%

14%

0.006%

Ritz #7

• •

St.Regis #8 (moved 2 spots)

Sentiment Compset comparison: November

Last Month – Food & Service

November Guest Feedback Snapshot

Impact scores tell you which complaints or compliments have the greatest impact on review scores! When guests write negatively about categories with "Negative impact", they tend to give lower review scores. You should address these issues to increase your performance. Impact scores are predicted based on a complex mathematical model. They take into account characteristics of your hotel and the city/market it competes in.

November Key Drivers Snapshot

OVERALL EVENT EXPERIENCE

OVERALL STAY EXPERIENCE

YTD : 94 LY: 77

YTD : 93 LY: 91

OUR PEOPLE

Key Driver Goal Min 90% & 1% better then LY

YTD : 96 LY: 94

October Key Drivers Snapshot

Key Driver Goal Min 90% & 1% better then LY

BREAKFAST

ARRIVAL

YTD : 93 LY: 92

YTD : 88 LY: 86

WAGS

DEPARTURE

YTD : 95 LY: 92

YTD : 94 LY: 90

Our People YOY Trend

94 96 98

90 92

2019 2018

86 88

Arrival YOY Trend

100

95

90

2019 2018

85

80

Departure YOY Trend

94 96 98

90 92

2019 2018

86 88

Wags YOY Trend

96

94

92

90

2019 2018

88

86

Breakfast YOY Trend

80 100

60

40

2019 2018

20

0

YTD Key Drivers Snapshot

100

95

People Arrival Depart WAGS Breakfast

90

85

80

75

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov

Net Promoters Score

YTD NPS: 73 Detractors YTD: 7%

Review of guest feedback

WAGS

F&B

ARRIVAL

TrustYou is the World’s largest guest feedback platform

TRUST YOU SUMMARY: NOVEMBER

Collect and analyze over 3 million traveler reviews every week for 500,000 hotels

Analysis includes 250+ verified sources in 19 languages

Resulting in a deeper insight into your guest’s needs, easily identified areasof improvement, and themost accurateratingof your hotel.

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