Guest Voice · Topics & sentiment
What guests are talking about
AI-tagged themes from public reviews and direct surveys. Recommended actions per theme.
| Topic | Mentions 30d | Positive % | Trend | Owner department | AI action |
|---|---|---|---|---|---|
| Beach & location | 86 | 96% | ↗ rising | beach | Promote in OTA content |
| Staff warmth | 74 | 93% | → stable | front-office | Recognise named staff in HR feedback |
| Room view & comfort | 58 | 97% | ↗ rising | housekeeping | Use in content testing |
| Breakfast flow | 42 | 61% | ↘ falling | dining | Peak-time layout review · add 2nd barista |
| Spa treatments | 39 | 94% | ↗ rising | spa | Add therapist availability slots |
| F&B variety | 27 | 84% | → stable | dining | Review pool-deck snack menu |
| Kids club | 21 | 90% | → stable | amenities | Evaluate seasonal hours expansion |
| Parking & EV | 18 | 52% | ↘ falling | front-office | Update pre-arrival instructions + signage |
| A/C comfort | 16 | 48% | ↘ falling | engineering | L7-L8 calibration sweep · WO-4180 linked |
| Owner-services | 14 | 95% | ↗ rising | owner-relations | Highlight in owner newsletter |
| Event-night noise | 12 | 50% | → stable | security | Pre-arrival event-night notice + room reassignment policy |
| Wi-Fi | 9 | 78% | → stable | engineering | Monitor only · C-line AP coverage check open |
AI insight · highest-conversion risk
Breakfast flow is now the highest-conversion risk topic
Last 30 days · confidence 84%
Breakfast mentions are still mostly neutral-positive, but negative wording around queues and coffee service doubled in the last 14 days. Risk concentrated 08:30–09:15, most often in Booking.com family-stay reviews.
42 mentions14 negative08:30–09:15Booking.com family segment