Customer voice intelligence for hotels.
For a hotel, the decision that matters most is winning the direct booking instead of losing the guest and a commission to an OTA. Acquink reads guest reviews aspect by aspect to show exactly which experiences drive that choice.
Winning the direct booking. More direct bookings, less OTA commission, and higher repeat stays.
The problem
Star averages and a wall of reviews tell you a property scored well or badly, but not which specific experience is sending guests to an OTA next time, or costing you the repeat stay. The signal that matters is buried.
Where the customer voice lives
- Guest reviews on OTAs and your own site
- Google and TripAdvisor ratings
- Social posts and travel video
- Post stay surveys and messages
The Acquink approach
Acquink scores every guest review by aspect, cleanliness, staff, breakfast, location, value, so you see what wins loyalty and what leaks bookings. Smaartpulse then puts the honest guest verdict on your own booking page, so guests book direct with confidence.
For your teams
See which guest gripes push bookings to OTAs, and fix them to win direct.
The complaints that quietly cost repeat stays, ranked by how often they recur.
The exact words happy guests use, ready for your booking page and ads.
The outcome
More direct bookings, less OTA commission, and higher repeat stays.
Frequently asked questions
How can hotels analyse guest reviews?
Hotels can analyse guest reviews with aspect based sentiment analysis, which scores each experience, cleanliness, staff, breakfast, location, value, separately across all reviews, revealing which specific experiences drive loyalty and which send guests to OTAs. Acquink does this and delivers the verdict to the direct booking page.
How does review analysis increase direct bookings?
By identifying the specific experiences that make a guest trust and rebook a property, and surfacing that honest verdict on the hotel's own booking page, so guests book direct rather than defaulting to an OTA.
What guest review aspects matter most?
It varies by property, but cleanliness, staff, breakfast, location and value are consistently decisive. Acquink scores each one and shows where a property wins or loses.
See it on your own category.
Take the free Customer Voice Readiness Audit. Six questions, a score, and what the gap is costing you.
Take the audit →