Ensure Guest Satisfaction
July 01, 2019

Ensure Guest Satisfaction

Dave Grorud | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Medallia

It is being used by all hotels and all departments within our hotels to track guest feedback. It provides detailed information concerning the quality of the experience of our guests and helps us celebrate successes and correct issues which occur.
  • It allows us to respond directly to some reviews and ratings.
  • It allows us to track issues and find reoccurring ones.
  • It allows us to compare ourselves to other SpringHill Suites.
  • Not all reviews can be responded to through Medallia.
  • The app still lacks some major functionality.
  • It is a key tool to ensuring we keep our Marriott flag by maintaining high guest satisfaction.
  • It allows us to practice service recovery even after guests have left our property and potentially win their loyalty even if they experienced issues during their stay.
No experience with competitors.
Very well suited for hotels, but never used it outside the hospitality industry.