There is little doubt that topics like safety, public health, hygiene, and cleanliness have been on everyones minds since the beginning of the pandemic. The hospitality industry is no exception to this trend, as we recently discussed in our latest webinar, The Power of TrustYou. It is clear that topics like face masks, social distancing, covid, hotel cleanliness, safety, etc. have been at the top of the list of guest concerns. So how does this reflect on the feedback that guests have left after their stays? What trends have emerged in the past couple of years?
Lets have a look at the data. TrustYou analyzed over 14 Million reviews in the English language, between November 2020 and July 2021, to understand how the perception of guests has evolved with respect to these relevant topics. The results already reveal quite an interesting trend.
On the one hand, mentions of words around public health topics have remained not only relatively low, but constant throughout this time frame as we can see on the lower graphs. For example, 4.7% of the reviews in English mention the word covid, 2.5% the words safe, safety, or safely and only 0.9% of reviews mention masks or face masks.
These continue to be quite relevant topics and keywords throughout the pandemic, but they do not seem to have such a significant impact as another very prominent topic: cleanliness and hygiene. As it can be seen from this graph, mentions of keywords related to this cleanliness have steadily increased between November 2020 and July 2021. On our data set of 14 Million English reviews, a staggering 25.5% of the reviews mention either the word clean, cleaned or cleanliness. That is one out of every 4 reviews!
It seems then, that guests have an increased interest in the overall hygiene of hotels and the diverse topics around cleanliness. But is this increased attention towards cleanliness perceived as positive or negative by hotel guests?
To answer this question, check out our follow-up article next week, or check out The Power of TrustYou, now available to watch on-demand!
As a Team Lead for our Enterprise Services Team, Michael is responsible for setting objectives for team members and coaching our project management team to deliver service with excellence and provide high-value solutions to key clients. Previously, Michael worked in technical support, strategy development, and customer relations with diverse companies in his native country, Costa Rica.
TrustYou, the worlds largest guest feedback platform, empowers hotels with solutions to drive more bookings and improve their hotel product. Through each phase of the guest journey, hotels can utilize guest feedback to enhance review marketing and achieve operational excellence. Guest feedback influences 95% of booking decisions. TrustYou Meta-Review, which incorporates hundreds of millions of hotel reviews, surveys, and social posts for over 500,000 hotels worldwide, powers guest reviews on dozens of travel sites, including Google, Kayak, and Hotels.com.* These reviews also generate actionable insights for hotels to improve their presence along each step of the guest journey, from booking and pre-stay search queries, to real-time guest requests and messages, to post-stay feedback in the form of survey responses and reviews. Through the TrustYou partner program, PMS, CRM, IBE and other hotel software providers can integrate TrustYous guest feedback platform into their products to help their hotel clients positively influence bookings and revenue.
Find more information on TrustYou and the guest feedback platform on www.trustyou.com.
*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor
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