Guest Journey Report
✓ - Your report is on its way
We have your request. Here is exactly what happens now.
What happens next
We read your property the way a guest does. Your own pages, your Booking.com listing and your 50 most recent guest reviews that carry words rather than only a score, or all of them if you have fewer. We do not contact your team, and nobody at your hotel needs to do anything.
We score 29 checks across the six parts of the guest journey, from arrival to departure. A person reviews every report before it goes out.
It arrives by email as a PDF, within three working days and sooner if we can.
What is in it
- A score out of 100, with all 29 checks listed so you can see exactly how it was built.
- The questions your guests cannot answer before they book, ranked by how often they raise them and quoted from your own reviews with the date and the score, so you can find each one back in your extranet.
- An estimate of what those questions cost you in time each week, with the arithmetic in words so you can argue with it.
- Three fixes you can make yourself, without buying anything from us.
Before you read it
Everything in the report comes from what is publicly visible. So we may flag something you already answer in your confirmation email or at the front desk. If we do, tell us. That is useful to us too.
While you wait, you are the guest
You have just booked something from us, which puts you in your own pre-arrival window. So here is what we would want you to know, in the same order we look for it on your pages.
When it arrives. Within three working days, sooner if we can. By email, as a PDF of about seven pages.
Who to contact. Robert de Groot, [email protected]. A real address, answered the same day.
One thing to do before. This takes five minutes and you can do it now. Open your Booking.com listing and your own arrival or FAQ page side by side, and check that four facts match exactly: your check-in window including the time it closes, parking and what it costs, late checkout and what it costs, and whether breakfast is included or priced. Almost every property we have scored has at least two that do not match. If you find one, you have just done the most valuable fix in your report before we sent it.
Small print
Nothing in your inbox within the hour? That first mail is only a confirmation, the report itself follows later. Check your spam folder, or reply to [email protected] and we will sort it out.