Mixed signal
Front desk divides guests
Front desk appears in both top positive (52 mentions) and top negative (73 mentions) keyword lists. Staff interactions are inconsistent, likely shift-dependent.
Staff training opportunity
Recurring complaint
F&B hours frustrating guests
Restaurant (34) and bar (37) appear in top negative keywords alongside "hours" (23). Guests are repeatedly frustrated by limited operating hours.
Review F&B operating hours
Opportunity
Expedia dominates — undermonitored
Expedia accounts for 720 of 1,110 reviews (65%) — nearly 3x Booking.com. If not actively monitored, the majority of guest feedback is being missed.
Prioritize Expedia monitoring
Reputation risk
Same complaint on 2 platforms
Guest "Toby Tanner" posted the same 1-star review on both TripAdvisor and Google in March. No response detected on either platform.
Respond on both platforms
Trend
Google tracking gap pre-2025
Google reviews only appear from June 2025 onward. Pre-2025 data is missing, limiting historical trend analysis for that platform.
Investigate backfill options
Strength
Cleanliness & staff are anchors
"Clean" (144) and "staff" (145) are the top positive drivers across all platforms. These should be actively highlighted in marketing and OTA listings.
Amplify in marketing