FAQs

A product of D.K. Shifflet and Associates, Ltd.
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Q1. Why do you offer 45- DAY FREE TRIAL?

We believe that all of our licensees should see and experience the power of HotelGESTSM as we become partners. This can be accomplished only if you experience the benefits as we deliver on the promise HotelGESTSM is faster, cheaper and better than other available guest satisfaction tools.

Q2. After 45 days, do I have to buy the license?

There is absolutely no obligation for you to buy the license.

If you do not want to continue, the free service will end on the 45th day. Prior to the completion of the 45 day free trial, you will be contracted regarding purchasing a HotelGESTSM

Q3. Will I always have to send out the invitation emails to all my guests?

No. Once you purchase a HotelGESTSM license, we will work with you to automate the transmittal of your guests’ email address and we will mail out the invitations.

Q4. How much I have to pay for the Annual License Fee?

Prices begin at less than $60 per month per property based on number of rooms and any questionnaire customization.

Q5. What’s the first step I have to take after I decide to buy the License?

As soon as we are contacted we will start working with you on Setting up a system which will forward you guest email address to us. Once you purchase the license for HotelGESTSM, we will take over the survey invitation mailing process.

Q6 What management action could be taken on the reports? Please give examples.

Report	Management Action
Alert	This report identifies all those guests who did not have a good experience at your hotel and may not come back. One course of action would be to contact them by reply email or by phone to apologize to start the “recovery process.” Additionally, set goals and methods so that you deliver “flawless” experience to your guests in future. Involve the front-line in solving the issues.

Control	This report tells you about satisfaction performance on a daily basis – both excellent and poor ratings. Watch for the daily trends and go to Guest Response Database to analyze the guest level information, diagnose, find root-cause and take remedial action.

Trend	This gives you monthly trend in guest ratings and shows if your performance is declining, remaining the same or improving. Question by question analysis can be performed with hotel departments.At the bottom of this report, there is also an analysis of problems by problem type. This gives you additional insight about departmental performance. Using this information you could set improvement goals.

Problem Specify	This gives a verbatim description of problems experienced by guests and can be helpful in taking action to improve performance. The “granularity” of the information provided is extremely actionable.

Outstanding Service Provider	Often guests like to identify hotel staff that provides excellent service. Frequently named staff or entire departmentscan be rewarded or recognized at Staff Meetings to foster a culture of service excellence.

Suggestions	Guests often make helpful suggestions. Guests who make suggestions that will be implemented can be contacted to express appreciation. Often these suggestions point to unmet needs that should be addressed in order to stay competitive.

Guest Response Database	This report gives a good overall view of how each guest rates their experience at your hotel. It can also be exported into an Excel spreadsheet for additional statistical analysis.

Competitive Benchmark	This report provides information as to how your hotel is performing in overall satisfaction, value and service against the average for competitive hotels in your market. Improving over time against your own past performance is not indicator that you ahead of your competition. These brand quality indices can help your hotel in setting performance goals.