Get the Hotel Guest Experience Report

Feeling overwhelmed by guest feedback? Updated with fresh analysis for Autumn 2025, this report on 390,000+ reviews reveals the critical complaints impacting revenue and the surprising service wins competitors are using to get ahead.

In the report, you will learn:

The true financial impact of a single star

Discover why a 1-star rating change is worth 3% in annual revenue and see the data that proves it.

The most dangerous guest complaint

Learn which specific staff behaviour—more than any other—causes an average 2-star rating drop and directly harms your reputation.

A benchmark for your hotel segment

See how your challenges stack up, from the value-for-money crisis in mid-range hotels to the surprising service gaps in the luxury sector.

The hidden language of dissatisfaction

See how guest language evolves with price point, from "arrogant" to "dismissive" to "condescending"—and what it means for your team.

Get the 3-minute briefing & full report

The report is 100% free and presented as a web-based slideshow—no PDFs, no waiting.

How we uncovered these insights

Every hotel leader wants to understand their guests better, but the sheer volume of daily feedback makes it nearly impossible to separate the signal from the noise.

What if the issue that's already costing you bookings is hiding in plain sight in this week's reviews, complaints or survey responses?

To build this report we analysed 390,000+ publicly available hotel reviews. What insight could you find with a combination of online reviews and existing customer feedback data?

How we created this report:

1

Scrape publicly available hotel reviews

2

Classify data using the Wordnerds platform

3

Create Power BI dashboards to prioritise insight

4

Create web slides of key findings

We believe in showing our work to build trust in our findings.

More about our exact methodology is included in the report. :)

Who this report is for

This briefing provides strategic insights for anyone invested in the future of the hotel industry.

Primary audience

  • Insights & Analytics Teams
  • Customer Experience (CX) Leaders
  • Guest Experience Managers
  • Data & BI Professionals

Also essential for

  • Hotel General Managers & Owners
  • Revenue and Commercial Directors
  • Hospitality Marketing
  • Brand Leaders

Don't fall behind

This report is not only a snapshot of the good and bad of the hotel industry in Autumn 2025, it shows you the breadth and depth of automated insight you can get from your company's messy customer verbatim data.

Get the briefing & report now
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