MONTHLY REPORT DECEMBER 2024

CONCLUSIONS

INSIGHTS - DECEMBER

Management Response Rate: The response rate improved slightly to 98.2% (+0.1%). A total of 617 out of 628 reviews were responded to. Positive and Neutral reviews maintained a 100% response rate , while Negative reviews also achieved 100% , reflecting significant improvement. Review Volume: The total number of reviews decreased to 801 (-63 compared to the previous month). Tripadvisor achieved the highest response ratio at 99.7% , followed by Google at 98.9% . However, Holidaycheck had a lower response ratio of 75.0% . Sentiment: The sentiment score slightly improved to 79.9% (+1.1). Positive sentiment was influenced by Experience and Food and Drinks , while areas such as Value and Room had a negative impact on the score, with concerns raised about payment and room communication . Global Review Index (GRI): The GRI remained steady at 95.3% (+0.0), indicating consistent overall guest satisfaction across all platforms. Response Time: The average response time decreased to 2.6 days (-0.6 days), with Positive reviews averaging 2.5 days and Neutral reviews averaging 4.0 days . Negative reviews showed notable improvement, now averaging 4.9 days (-3.8 days).

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