The Westfield Dallas — Review Response

Response rate

61%

73 of 120 reviews

Avg response time

3.2d

Industry avg: 1.8d

Unanswered

47

Total unresponded reviews

Negative unanswered

12

1-2 star, no response

Response breakdown

Total reviews: 120

Responded (73) Unanswered (47)

Response rate by platform

% of reviews with management response

Critical

12 negative reviews without responses

Negative reviews left unanswered signal to future guests that the hotel doesn't care about complaints. These are visible to every prospective booker.

Respond to negatives first

Gap

TripAdvisor response rate lowest at 45%

More than half of TripAdvisor reviews go unanswered. TripAdvisor ranks response rate as a factor in listing placement.

Prioritize TripAdvisor responses

Unanswered reviews — sorted by urgency

Platform	Date	Rating	Reviewer	Excerpt	Days	Sentiment	Urgency
Google	Mar 2	1/5	James P.	Worst experience ever. Room wasn't cleaned, waited 45 minutes at front desk...	16	Negative	High
Booking	Mar 4	3/10	Sarah M.	Parking was a nightmare. $35/night and the lot was full. Had to park on street...	14	Negative	High
TripAdvisor	Mar 5	2/5	TravelFan22	Air conditioning broken in March. Staff said they'd fix it but never came back...	13	Negative	High
Expedia	Mar 7	4/10	Mike R.	Room smelled like smoke despite booking non-smoking. Front desk unapologetic...	11	Negative	High
Google	Mar 8	2/5	Linda K.	Elevator broken for 2 days. Had to walk to 8th floor with luggage...	10	Negative	Medium
Booking	Mar 10	6/10	David T.	Average stay. Nothing special but nothing terrible. Pool was closed for cleaning...	8	Neutral	Low
Expedia	Mar 12	8/10	Amy C.	Nice hotel, great location. Breakfast buffet could use more variety...	6	Positive	Low
TripAdvisor	Mar 14	4/5	JennyB	Solid stay for business trip. Clean room, fast wifi. Would stay again...	4	Positive	Low

Response rate trend — 12 months

% of reviews receiving management response

Average response time — 12 months

Days between review posting and management response

Response time vs review rating

Do you respond faster to negative reviews?

Pattern

No correlation between rating and response speed

Response time is roughly uniform regardless of rating. Best practice is to prioritize negative reviews (1-2 star) with faster responses to demonstrate attentiveness.

Triage by rating first

Progress

Response time improved from 5.2d to 3.2d

Over the last 12 months, average response time has dropped by 2 days. Continued improvement toward the industry benchmark of 1.8 days is recommended.

Target sub-2-day response

Response rate — compset comparison

% of reviews responded to across Dallas competitive set

Compset response metrics

Hotel	Response Rate	Avg Time	Neg. Response Rate	Status
Hyatt Place	88%	1.2d	95%	Excellent
Hilton Garden Inn	82%	1.8d	90%	Good
Marriott Courtyard	75%	2.1d	85%	Good
Holiday Inn Express	70%	2.8d	72%	Average
The Westfield (You)	61%	3.2d	58%	Below avg

Competitive gap

Last in compset for response rate

At 61%, you trail the compset leader (Hyatt Place, 88%) by 27 percentage points. Response rate directly impacts OTA ranking algorithms and guest booking decisions.

Set 80% response target

Priority

Only 58% of negative reviews get responses

Hyatt Place responds to 95% of negative reviews. Unanswered negative reviews are the single biggest driver of booking abandonment for prospective guests.

100% negative response policy

The Westfield · Dallas