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Nick Donaghy

6 posts
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  • 6 min

Catching Up with The Hotel Folk: Guests, Growth, and Insights

🏨 The Hotel Folk, a group of six privately run hotels in Suffolk, has seen its Net Promoter Score rise from 52 in 2021 to 63.5 in 2025. Embracing GuestRevu and AI-powered insights, they’ve improved guest feedback handling and personalisation. Centralised data allows for effective marketing and operational enhancements. AI aids in review management, improving response times and Google rankings, while refurbishment targeting enhances guest experience. The balance of technology and dedicated staff drives their success in hospitality.
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  • 7 min

What is ORM, and why does it matter to hotels (now more than ever)?

📈 In 2025, online reputation management (ORM) is crucial for hotels as fast-spreading reviews influence booking decisions. A 2024 study by Accor shows 76% of European travelers read online reviews before booking. Tools like GuestRevu help hotels manage feedback. AI-generated summaries now impact hotel discoverability, with reviews playing a significant role. Cornell University research indicates a one-point increase in review scores can raise prices by 11.2% without losing occupancy. Balancing AI tool use with personal touch is essential for effective ORM.
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  • 5 min

More Insight, Less Effort: What’s New with the GuestRevu + For-Sight Integration

💻 GuestRevu and For-Sight, since early 2020, enhance hotel CRM and feedback integration. Automating feedback requests and syncing guest data improve service and loyalty. Real-time feedback management is now available via text, email, or QR code. The Hotel Folk group utilizes this upgrade to boost service and operations. Integrating these tools requires no complex setup, allowing for immediate action and less admin, enhancing guest profiles and segmentation.
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  • 9 min

How User-Generated Content Can Help Your Hotel (With Examples)

📷 92% of consumers trust user-generated content (UGC) over traditional ads, per a Nielsen study. The Pig Hotels in the UK and Zoku Amsterdam effectively use guest photos to showcase authenticity. Henry Howard Hotel in New Orleans shares guest reviews on Instagram to build trust. Influencers with engaged followings provide genuine recommendations. Encouraging UGC through events and creative setups boosts reach. Responding to guest content fosters loyalty, with 77% of travelers more likely to book hotels that answer reviews, according to Tripadvisor.
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  • 8 min

How to transform your hotel’s marketing with storytelling

📖 Transform your hotel marketing with storytelling. Ditch generic phrases like "luxury rooms" and embrace authentic narratives to engage guests. Highlight your hotel's origin, introduce memorable staff, and reflect your brand's values consistently. Use your website and blog to make strong first impressions, balance emotion with information, and create evergreen content. Boost your SEO with genuine stories and let real guest testimonials build trust. Consistency across all channels strengthens your brand’s recognition and connection.
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  • 6 min

How to use your hotel’s reviews to train and motivate staff

📖 GuestRevu helps hospitality businesses improve staff performance using guest feedback for training, motivation, and recognition. Positive comments boost confidence, while complaints provide opportunities for improvement. Tips include sharing comments in team meetings and rewarding consistent performance. The Royal St Andrews Hotel's General Manager, Difford Louw, shares reviews with his team for motivation. GuestRevu's tools track reviews over time, aiding in management decisions for promotions and training. Negative reviews serve as teaching moments, with trends identified to prevent escalation. Setting SMART goals and encouraging friendly competition among staff fosters a culture of continuous improvement and employee engagement. Feedback-driven strategies lead to better guest experiences and business outcomes.
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