OUR PACKAGES
5-Minute Reputation Audit
Get a quick snapshot of your hotel’s online reputation and uncover opportunities to strengthen the guest experience.
The 5-Minute Reputation Audit evaluates your hotel’s presence across Google, Yelp, and TripAdvisor, reviewing overall ratings, review volume, guest feedback, and how your property responds to reviews.
AfterStay Hospitality will identify two key areas of concern or opportunity, such as delayed responses, unanswered reviews, response tone, opportunities for better service recovery, or recurring concerns mentioned by guests.
Your audit includes:
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Google, Yelp, and TripAdvisor review assessment
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Overall ratings and review-volume review
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Evaluation of management responses
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Identification of recurring guest concerns
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Two actionable opportunities for improvement
This quick audit gives your property a fresh perspective on what guests are seeing online and identifies areas that may benefit from a more comprehensive Full Audit.
Full Reputation & Guest Experience Audit
Take a deeper look at what your guests are saying, why negative experiences are occurring, and what your property can do to address concerns before they become negative reviews.
The Full Audit provides a comprehensive evaluation of your hotel’s online reputation and guest experience processes. AfterStay Hospitality analyzes review trends, management responses, recurring concerns, and how your property compares with its competitive set. The audit also examines the guest experience at checkout and identifies opportunities to recognize and resolve concerns before guests leave the property.
Your Full Audit includes:
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Analysis of review volume in relation to how long the property has been open
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Detailed review of negative guest feedback and recurring concerns
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Evaluation of whether reviews are being consistently addressed
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Assessment of the timeliness, tone, and quality of management responses
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Identification of the primary issues contributing to negative reviews
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Comparison of your property’s reviews and ratings with key competitors
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Review of current checkout and guest-feedback processes
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Strategies and suggested questions to encourage guests to share concerns before departure
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Recommendations for improving service recovery and addressing issues before they result in negative online reviews
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Evaluation of opportunities for guest surveys and ongoing feedback systems
The Goal
The Full Audit goes beyond identifying negative reviews—it helps uncover why they are happening and how to prevent them. Recommendations are designed to help your property improve its online rating, increase guest satisfaction and retention, strengthen service recovery, and create a proactive approach to guest feedback.
The goal is simple: identify concerns while there is still an opportunity to make them right.
Hotel Operations & Guest Service Training
Build a stronger front desk team and create a more consistent guest experience with practical, hotel-specific training designed for real-world situations.
AfterStay Hospitality provides training and strategies that help front desk employees and managers communicate effectively, confidently handle guest concerns, and create smoother experiences throughout the guest stay.
Training can include:
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Hotel-Specific Emails That Get Results – Creating professional, effective guest communications that encourage responses and help resolve concerns.
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Front Desk Retention – Strategies for supporting, engaging, and retaining strong front desk employees.
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Handling Guest Complaints: Front Desk Level – Giving front desk employees the tools and confidence to de-escalate concerns, communicate professionally, and resolve issues within their role.
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Handling Guest Complaints: Manager Level – Advanced service-recovery strategies for managers handling escalated concerns and challenging guest situations.
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Efficient Check-In & Check-Out – Developing processes that improve efficiency while creating opportunities to identify guest needs, address concerns, and leave guests with a positive final impression.
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The goal is to create a front desk team that feels prepared, confident, and empowered—while helping hotels improve guest satisfaction, strengthen retention, and prevent avoidable negative reviews.
