MONTHLY REPORT NOVEMBER 2024

CONCLUSIONS

INSIGHTS - NOVEMBER

Management Response Rate: The response rate remains strong at 98.0%, with 687 out of 701 reviews addressed. Positive reviews had a 98.7% response rate, while negative reviews were addressed at 75.0%. The average response time was maintained at 3.0 days, reflecting consistent efficiency. Review Volume: Total reviews decreased to 864 (-95 compared to the previous month). Tripadvisor achieved the highest response ratio at 99.4%, followed closely by Booking.com at 98.6%. Sentiment: The sentiment score slightly declined to 88.4% (-0.8). Positive sentiment was influenced by Experience and Service, while areas such as Room and Value negatively impacted the score, with concerns raised about air conditioning and pricing. Global Review Index (GRI): The GRI score decreased slightly to 95.3% (-0.8), indicating a minor decline in overall guest satisfaction. Response Time: The average response time remained steady at 3.0 days, with the fastest response time recorded for positive reviews at 2.9 days. Negative reviews took an average of 8.7 days, reflecting room for improvement in addressing concerns more promptly.

19