Performance

The Performance Tile shows the performance score of your hotels over time – which is an average of your hotel’s ratings over the time period you can select (e.g. last 30 days). Unlike your Overall Score, newer reviews aren’t given any more weight in this calculation – it’s a simple average.

For example, the Performance Score is an average of all ratings received in May: 80 of 100 (or 4 of 5) for e.g. two reviews with a score of 60 and two reviews with a score of 100, which sums up to an average of 80. Click on the tile to view which hotels collected the best review scores for the selected time frame.

Impact Scores

Impact Scores help fill in the gaps between what people say, and how that impacts the scores they leave. We base our insight on our semantic analysis, which works across over a dozen languages. We learn, in each city and across the globe, how strongly compliments or complaints in a semantic category (management, housekeeping, WiFi, bathrooms, friendliness, etc.) tend to affect the scores that the hotel receives. Unsurprisingly, complaints about management correlate with lower scores; and compliments about the housekeeping tend to correlate with higher scores. Our model leverages all the data in all reviews, to learn for each city in the world how strong these effects are. Once we know this, we can estimate the impact that, for example, good housekeeping had on your performance score in a particular time range.

Impact Scores offer insights which may be surprising, but cut to the heart of addressing customer concerns. Consider, for example a hotel with three hundred reviewers commenting on the WiFi and three reviewers commenting on the cleanliness of the pool area. If two of three people like the WiFi, it means there are still one hundred complaints about the WiFi. People expect the WiFi to work, and they’ll give a lower score if it doesn’t; these one hundred complaints have a serious impact on your overall performance score. Even if all three customers commenting about pool cleanliness give a very low score, it won’t have as much impact on the Performance Score as the WiFi. The Impact Score draws attention to the areas that have the largest potential impact on the performance score – the areas that are actually affecting how guests feel, and are affecting the scores they give in their reviews.

The insight we offer through Impact Scores leverages all our review data for all hotels of the selected porfolio, so that we can make sophisticated estimates of true impact. 

The impact scores are divided into Negative Impact and Positive Impact. For each category shown, you are able to see how many points the performance score of the selected portfolio was impacted by.

Below the impact scores you can find a table with an overview of diverse statistics for hotels from the selected portfolio.