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Know which complaint costs your rating the most

OneHorizyn reads the reviews it already holds for your hotel and ranks the problems guests raise by how far each pulls your rating down. Each comes with the reasons in guests' own words, whether your competitors hear the same complaint, and what their guests praise that yours don't.

How it grows your revenue

A rating that slips sends bookings to the hotel next door. Fixing first the complaints that pull it down most is the quickest way to win them back.

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See every feature
The problems guests raise, in the order they pull the rating down
Worked out from
The reviews already collected for your hotel
How often
Every week, with the reviews
Compared with
The same complaints at every competitor
You connect
Nothing
Reputation

What you see

  • Ranked by what it costs

    What a problem costs is how much higher your newest reviews would average without the reviews that raise it. The costliest comes first.

  • In guests' own words

    Each problem comes with what guests name and quotes from their reviews, with the rating, the site and the date.

  • Yours alone, or everyone's

    Each complaint is set beside your competitors' reviews: rare at your competitors, or one they hear too.

  • What their guests praise

    Where most of your competitors are praised clearly more often than you, with a quote from one of their guests.

  • What to keep

    What your own guests love, worth keeping as it is while you fix the rest.

  • Low ratings with no reply

    How many reviews rated 3 stars or lower in the past year still have no answer, with a link to reply.

  • Across a group's hotels

    For a hotel group, the complaints that repeat across its hotels are shown together on the group's page.

What to fix

How it works

  1. 1

    Take your newest reviews

    The newest reviews held for your hotel, plus low ratings from the past year, so an old problem isn't missed.

  2. 2

    Find what each complains about

    Each review is read sentence by sentence for the problems it raises.

  3. 3

    Work out what each costs

    The average of your newest reviews, against the average of the same reviews with the ones raising the problem left out.

  4. 4

    Set it beside your competitors

    The share of each competitor's reviews that complain about the same thing.

Questions

Questions hotels ask

How is the cost of a problem worked out?

It is your newest reviews' average against the average of the same reviews without the ones raising the problem: the rating you would have had from the same guests without that complaint. It is arithmetic, not a forecast.

Is anything new collected for this?

No. It reads the reviews already collected for your hotel and your competitors.

What does “rare at your competitors” mean?

At least three of your reviews complain about it, and the share is at least twice the middle competitor's. Those are the problems that are yours to fix.

How is this different from What guests say?

What guests say counts every theme, praise and complaint alike. What to fix ranks only the problems, by what each costs your rating, so you know where to start.

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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