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What is GuestRights?
GuestRights is a membership program for hotels and resorts that place a high value on guest experience. GuestRights' goal is to set new standards of guest satisfaction by helping to establish guest expectations and facilitating communication between hotels and their guests. |
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How will GuestRights help my hotel?
GuestRights member hotels must agree to follow the Guest Bill of Rights. As their commitment to customer service is recognized, hotels will find that their occupancy rates (especially among repeat customers) and revenues increase over time because their customer loyalty will grow. This makes a GuestRights Membership a vital tool for hotels facing a weakened travel market. Please see our Benefits of Membership for more information. |
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What are the Guest Bill of Rights?
The Guest Bill of Rights is the cornerstone of GuestRights as each member hotel has agreed to uphold this ten-point pledge. It covers virtually every concern that any guest could have while staying at a hotel, from problems with payment to room cleanliness to broken amenities. As a consumer, guests should be looking for hotels to follow the Guest Bill of Rights when booking to ensure that they are receiving the highest possible level of service during their stay. |
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Have all of your member hotels agreed to the Guest Bill of Rights?
Yes, all of our member hotels have agreed to uphold the Guest Bill of Rights. This is one of the most important requirements of membership. |
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What is the Guest Bill of Rights (GBR) Survey?
The Guest Bill of Rights (GBR) Survey is a tool to let hotels know how satisfied their guests are with their service. By completing the surveys after their stay, guests will be bringing any issues or concerns to management's attention and giving hotels the information needed to address any customer service concerns. |
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How does your GuestRights Grade work?
We have a GuestRights grade system for all of our member hotels. The grades are assigned as follows:
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| AAA | An exceptional grade. Hotel has been a full member in good standing for
more than one full year, and has an average GBR Survey grade* of 90% or higher.
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| AA | An excellent grade. Hotel has been a full member in good standing for
more than six months, and has an average GBR Survey grade* of 80% or higher.
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| A | A high grade. Hotel has an average GBR Survey grade* of 70% or higher.
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| B | A fair grade. Hotel has an average GBR Survey grade* of more than 65%,
but less than 70%.
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| C | An unsatisfactory grade. Hotel has an average GBR Survey grade* of 65% or less and has been suspended. If improvement is not made within six months, GuestRights membership will be terminated.
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| D | An unsatisfactory grade. Hotel has an average GBR Survey grade* of 50 to 59% and has been suspended. If improvement is not made within six months, GuestRights membership will be terminated.
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| F | An unsatisfactory grade. Hotel has an average GBR Survey grade* of below 50% and has been suspended. If improvement is not made within six months, GuestRights membership will be terminated.
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| NA | If there are none or few recent GBR Surveys, we have no data on which to base a GuestRights Grade on. In these cases, “NA” (Not Applicable) is given instead.
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| *This is the average Guest Bill of Rights Survey grade over the past 60 days.
A "+" is included in the GuestRights Grade for all member hotels.
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What is the RatingsBoost™ Service?
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RatingsBoost Service is included in your GuestRights membership and makes it easy for your hotel to identify satisfied guests who submit positive GBR Surveys and automatically encourages them to leave positive ratings, reviews and comments on popular travel websites, such as TripAdvisor. |
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How does the RatingsBoost™ Service work?
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When a hotel registers for GuestRights, the hotel specifies the RatingsBoost settings and preferences. The contents of the RatingsBoost email can also be edited and customized to the specifications of each hotel. Each hotel has a choice between automating these emails or sending them manually.
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When a guest submits a GBR Survey or CommentCard for the hotel, the GuestRights system automatically determines if it meets the criteria for a satisfied guest based on the Automation Trigger Level selected by the hotel.
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If the GBR Survey or CommentCard does meet the pre-established criteri, the system will send that guest an email thanking them for their comments and requesting that they pass on their goodwill and experience through comments on the online hotel rating sites. |
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How does your CommentCard Service work?
The GuestRights' CommentCard Service is simply the best in the hospitality industry. Extensive research has gone into the development of these CommentCards, which been optimized to provide the maximum service to hotels and their guests. Guests are more likely to give open and honest feedback when comment cards are given by a neutral third-party like GuestRights.
Guests have the option of choosing between two different CommentCard forms - standard or extended. Guests are then able to share their experience in more than 40 specific sections in these categories: general, service, facilities, room accomodations, and dining. Guests are also able to enter comments in their own words and have the option of requesting that the hotel respond to their comments. Submitting a CommentCard is a great way for guests to provide feedback to the hotels in which they stay.
This optional service gives guests a means of providing hotels with their fair and constructive feedback. The use of this service will show hotels how satisfied their guests are and will help to identify trends and areas that need improvement. Hotels can then use this information to monitor their customer service levels, and address issues at they arise. |
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How does your Dispute Resolution Service work?
Hotel revenue growth is strongly tied to repeat stays from satisfied guests. To maintain guest satisfaction, even when an issue presents itself, hotels can make use of the GuestRights' Dispute Resolution Service, in which GuestRights acts as a mediater between the two parties. This service gives hotels the opportunity to satisfy guests and resolve complaints to the mutual satisfaction of all involved. By addressing and resolving customer complaints and issues, hotels can increase their repeat bookings and revenues, and avoid negative reviews from appearing on the internet. |
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What kind of consulting services does GuestRights offer?
GuestRights offers customized consulting services to individual hotels and resorts in the areas of quality assurance reporting and hospitality mystery shopping. The experience that GuestRights has earned reviewing thousands of comment cards, GBR Surveys, and mediating disputes makes us uniquely qualified as consultants. For more information on GuestRights' consulting services, please click here. |
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What is the GuestRights Internet Monitoring Service?
GuestRights offers an Internet Monitoring Service to its member hotels. This service is a one-stop source for measuring a hotel's presence on social media sites. This information is valuable for understanding guests' satisfaction levels and can be used to improve customer service levels. Of course, this will lead to an increase in a property's guest satisfaction grade and will help to increase occupancy rates and revenues. For more information on the Internet Monitoring Service, please click here. |
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