The guest experience platform for hotels.
A hotel stay runs from check-in to check-out, and it includes the room, the food and drink, and often a spa. HGEM measures those separately, then shows the pattern across the properties.
Three realities generic platforms miss.
Overnight guests and local diners share a building. They do not share a scorecard. A restaurant mark does not tell you how the room, the spa, or check-in went.
The stay has more than one offer
Rooms, restaurant, bar, afternoon tea, and spa can each succeed or fail on their own. One blended score hides which one is slipping.
Separate questionnaires for each offer. An overnight visit can still cover the whole stay.
Two kinds of guest, one property
Some guests are staying the night. Others are local and came for dinner. The same front door does not mean the same journey.
Visits and surveys are set up for the stay and for food and drink. Each audience is scored on what they came for.
Reviews sit on booking sites
Hotel reputation is not only Google. Guests also publish on Booking.com, Expedia, and Hotels.com, and a weak reply there costs the next booking.
Those channels come into one view, with replies drafted in the brand voice. Benchmarks are per property, against other hotels.
What HGEM measures for hotels.
Visits, surveys, and reviews arranged around a stay. Check-in, the room, food and drink, spa, and what guests write on booking sites afterwards.
Stay audit
An overnight visit can cover the room and the other offers in one stay. Food and drink can also be visited on their own, including dinner and afternoon tea.
Hotel questionnaires
Separate forms for the room, restaurant, bar, afternoon tea, and spa, so a comment about dinner is not mixed into the room score.
Where hotel guests publish
Booking sites and public reviews in one place. Replies drafted in the brand voice, with the channels confirmed during setup.
Property intelligence
Halo groups feedback by property and by part of the stay, so a check-in delay is not treated as a problem with the restaurant.
As a new boutique hotel group looking to make our mark, we knew we needed a consistent form of granular feedback which would help us get from good to great.GuestHouse Hotels
Measured across the stay.
Hotel groups using HGEM for the room, the food and drink, and the rest of the property.
Straight answers.
Which hotel operators use HGEM?
Does HGEM benchmark against other hotels?
Can one hotel have more than one questionnaire?
Do reviews from booking sites come into HGEM?
How long does onboarding take?
How much does HGEM cost for a hotel group?
See it against your hotel estate.
A 30-minute walkthrough with hotel benchmarks, questionnaires for the stay and for food and drink, and reviews from the booking sites guests use.