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See who your guests thank by name, and who a complaint names

Guests often name the person who made their stay, and now and then the one who spoiled it. OneHorizyn reads your hotel's own written reviews for every member of staff they name, and shows how many reviews thank someone by name, who is thanked most and in how many, with a sentence from a guest about each. Anyone named in a complaint is listed apart, so those reviews are read before anyone is thanked for the rest.

How it grows your revenue

The people guests thank by name are why they come back and recommend you. Knowing who they are, and who a complaint names, shows what earns you bookings and what loses them.

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See every feature
In your dashboard
Staff guests name
  1. 1How many of your written reviews thank someone by name
  2. 2Who guests thank, and in how many reviews
  3. 3In guests' words: a sentence about each
  4. 4Named in a complaint
Read from
Your hotel's own written reviews
How often
Every week and every month, new reviews only
Covers
Thanks and complaints that name someone on your staff
You connect
Nothing
Reputation

What you see

  • How many reviews name someone

    How many of your written reviews thank someone on your staff by name, and who is thanked in the most of them.

  • Who guests thank

    Up to ten people thanked twice or more, each with the number of reviews that thank or praise them, the most first. Anyone thanked once is named under them.

  • What each person does

    Their role, such as front office, server or driver, when a review says it.

  • In guests' own words

    One sentence about each, for up to six people, copied from a review, the newest first.

  • Named in a complaint

    Anyone a review complains about by name, in how many reviews, and in how many they are thanked too, with a link to your low ratings on the same page.

  • One person, however it is spelled

    A name written two ways is one person, counted once a review. Two people who share a first name are told apart by what they do.

  • Only what the review says

    A name counts in a review only where the review writes it, as a whole word, and a sentence is shown only where it is copied from it.

Staff guests name

How it works

  1. 1

    Take your written reviews

    Your hotel's own written reviews, from every site they are held from: Google and Tripadvisor, and any kept by the reply add-on. Competitors' reviews are not read for names.

  2. 2

    Find who each one names

    Each review is read by AI for the members of your staff it names, whether it thanks them or complains about them, and what they do when it says so.

  3. 3

    Check it against the review

    A name is kept only where the review writes it, and a sentence only where it is copied word for word.

  4. 4

    Count from the reviews held

    Every week and every month, only the reviews not read before are read. Who is named, and how often, is counted from the reviews held at the time.

Questions

Questions hotels ask

Who counts as staff?

Anyone working at the hotel whom a review names, by first name or full name. Guests, their families, places and restaurants are left out, and a title alone, such as “our butler”, is not a name.

Why show complaints that name someone?

A guest who names someone in a complaint is telling you who it was about. Those reviews are worth reading before anyone is thanked for the rest, and they are a link away.

How many reviews does it need?

At least five written reviews of your hotel. The part appears once a review thanks someone by name.

Is anything made up?

No. Each review is read by AI for the people it names, then checked against the review itself: a name counts only where it is written there, and a sentence is shown only where it is copied from it.

More in reputation

Grow your hotel's revenue, starting this month

Find your hotel and see its first look: what fixing what we find is worth a month, and what to fix first. Or talk it through with us on a call.

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