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Bruno Saragat

6 posts

Global Guest Satisfaction Hits Record Highs in Q2 2025

📝 En el segundo trimestre de 2025, la satisfacción global de huéspedes alcanzó un récord del 86.9%, impulsada por América del Norte, Medio Oriente y Oceanía. Sin embargo, el volumen de opiniones creció solo 0.4%, con caídas notables en América del Norte (-3.0%) y Europa (-1.2%). Google incrementó sus reseñas en un 10%, mientras que Booking.com bajó a un 34.9% de cuota de mercado. Las herramientas de IA han reducido el tiempo de respuesta de 14 días en 2019 a 3 días en 2025.
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Satisfaction Up, Volume Flat, What’s Driving the Divide?

🏨 Global hotel sector's Guest Satisfaction Index (GRI) briefly surpassed the 86.4% 2019 benchmark in June 2024, reaching a four-year high of 86.7% in Q1 2025. Despite a typical seasonal drop in January, growth was positive, especially in March. Yet, growth in review volume was nearly stagnant at +0.7% compared to Q1 2024, with significant regional variations. Hotels cut average review response time to 3.1 days and improved response rates to nearly 70%, indicating increased operational efficiency. Regional performance varied: North America saw strong growth, Asia faced volume decline, and Africa experienced a GRI drop. The global value index stalled (-0.02 compared to Q1 2024), suggesting guests might be more price-sensitive.
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Hotel Reviews at ITB Berlin: How Travel Professionals Review the industry

🔔 During ITB Berlin, hotel occupancy spikes to 90-98%, compared to the usual 60-80%, with room rates rising by 20-60% or even 200-400% near Messe. About 70-75% of the 100,000+ visitors are travel professionals, creating unique hospitality demands. Post-event, occupancies return to normal, leading to fluctuating satisfaction levels. ITB Berlin 2025 saw less than 10,000 reviews, a decrease from 2023's 11,000, with location and noise being top complaints. Positive mentions were at 71.9%, up 1.1 points from the previous year.
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Tendencias del primer trimestre de 2024 en la experiencia de cliente: Aumento de la satisfacción y la capacidad de respuesta.

Le "Guest Experience Benchmark Report" du premier trimestre de 2024 indique une augmentation du Global Review Index (GRI), avec une croissance particulièrement forte parmi les hôtels de 3 étoiles, tandis que l'Europe connaît un déclin des volumes de commentaires. Les plateformes de réservation en ligne comme Expedia et Agoda ont vu leur part de marché augmenter, et le secteur hôtelier a amélioré sa capacité de réponse aux avis en ligne, contribuant ainsi à une plus grande satisfaction client. [[[POST_SCORE: +13.5]]]
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