Hotels
PolarPuffin for hotels
For independent hotels and groups of 1 to 10 hotels. Every change comes with the role that does it, so on Monday you know who to hand it to.
Last updated:
Why we start with hotels
All three sources from day one.
Google, TripAdvisor and Booking, where your guests write.
Reviews with detail.
A guest mentions the shower, the pillow or the wifi on the third floor. That is where small changes come from.
Clear roles.
Housekeeping, front desk, maintenance, kitchen and management: every change has someone to own it.
Hotels
Inside a hotel report
One week's five changes at an all-inclusive beach hotel, with its name removed.
This week's changes
An all-inclusive beach hotel · Example with real data, hotel name removed
Change 1 of 5 · Kitchen
Taste the buffet before it opens
The head chef tastes every tray before the buffet opens, removes anything left from the previous service and checks every half hour that hot food is still hot.
- Reviews
- 37 of 204
- Cost
- Under €50
- When
- This week
- Who
- Kitchen
Complaints in 90 days it fixes
«Parecía recalentada del día anterior.»In English: «It looked like yesterday's food, reheated.»
What to expect. The 90-day Booking score could rise by 0.18 to 0.39 points out of 10. It is an estimate, not a promise.
How you know it is done. A sheet by the pass, signed by the head chef at every service with the time of each check.
37 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 2 of 5 · Kitchen
Rotate the buffet's main dishes
Draw up a weekly buffet rota that changes the main dishes each day, with no dish repeated in the week and local and international food on alternate days.
- Reviews
- 43 of 204
- Cost
- Under €50
- When
- This week
- Who
- Kitchen
Complaints in 90 days it fixes
«muy poca variedad en la comida, repetían lo mismo solo que cambiaban la presentación»In English: «very little variety in the food, they served the same thing and only changed how it looked»
What to expect. The 90-day Booking score could rise by 0.17 to 0.36 points out of 10. It is an estimate, not a promise.
How you know it is done. The rota is on the kitchen wall and, walking past the buffet on consecutive days, the main dishes change.
43 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 3 of 5 · Management
Five minutes on a real case
A five-minute talk at the start of every shift on a real case from the reviews and how it should have been handled, including how children are treated.
- Reviews
- 23 of 204
- Cost
- Under €50
- When
- This week
- Who
- Management
Complaints in 90 days it fixes
«the staff were rude»What to expect. The 90-day Booking score could rise by 0.10 to 0.22 points out of 10. It is an estimate, not a promise.
How you know it is done. An attendance sheet per shift with the case covered, reviewed by management every week.
23 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 4 of 5 · Front desk
An issue log with an owner
An issue log at the front desk with the time and who owns each issue. Whatever is still open at shift change goes to the shift leader, who calls the guest.
- Reviews
- 14 of 204
- Cost
- Under €50
- When
- This week
- Who
- Front desk
Complaints in 90 days it fixes
«près de 3 jours ont été nécessaires pour obtenir un technicien et un changement de chambre»In English: «it took almost three days to get a technician and a room change»
What to expect. It will not move the score visibly: it removes a complaint that keeps coming back.
How you know it is done. Every morning management checks the log: no issue without an owner and none open for more than a shift without a call to the guest.
14 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 5 of 5 · Entertainment
One morning and one afternoon activity
Make sure there is a morning and an afternoon activity at the pool every day, with the entertainment lead checking mid-morning that it is happening.
- Reviews
- 16 of 204
- Cost
- Under €50
- When
- This week
- Who
- Entertainment
Complaints in 90 days it fixes
«Cero actividades para entretener al huésped.»In English: «Zero activities to keep guests entertained.»
What to expect. It will not move the score visibly: it fills the days with no activities and protects one of the hotel's strengths.
How you know it is done. A daily sheet with the morning and afternoon activity, signed mid-morning by the person in charge.
16 of the 204 written reviews from the last 90 days complain about something this change fixes.
More hotel changes
Illustrative examples of how a change comes about. They are not from any client.
| What to do | Who | Why |
|---|---|---|
| A card in every room with the wifi network and password, also in the welcome message. | Front desk | Several guests say they had to go down and ask for it. |
| Check the water heater in the room that keeps coming up and test the hot water first thing. | Maintenance | Three reviews mention lukewarm water in the same room, always in the morning. |
| Restock hot breakfast items every 15 minutes at peak time, with one person on the line. | Kitchen and service | “By 9:30 there was nothing left”, mostly at weekends. |
| Explain the tourist tax and the deposit in the confirmation email, with the exact amount. | Front desk | Complaints about a surprise charge at check-in, almost all on Booking. |
| Earplugs and a note at booking for the street-facing rooms. | Front desk | The noise is in those rooms. New windows go separately, as a bigger issue. |
What not to touch
The report also tells you what guests praise again and again, such as one team member's manner or the entertainment, and which decision would put it at risk.
Bigger issues, separately
Tired rooms or windows that let the noise in cannot be fixed in a week. They appear separately, with their weight on the score and what you can do in the meantime.
Your restaurant goes in the same report
The hotel's restaurant, bar or beach club is read on its own topics (food temperature, waiting for the bill, music on the terrace) and its changes go to the kitchen and floor team.
See the Hotel Pro planWhat the research says
A Cornell University study linked one extra point of rating, on a 5-point scale, with being able to raise prices by 11.2% without losing occupancy.
In hotels, starting to reply to reviews was linked to a slightly higher rating and more reviews, because unhappy guests leave fewer negative ones.
These are other people's studies, with their dates. We do not promise those figures for your hotel: the report gives its own estimate, with its method.
Try PolarPuffin with your hotel
Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card.