From 3.8 to 4.7 Stars: a Six-Month Turnaround
The problem was never the rooms — it was the response time
A 72-room property in Florida was stuck at 3.8 stars on Google. The rooms were clean. The staff was friendly. The breakfast was solid. But the reviews kept saying the same thing: 'Asked for towels at 3pm. Never got them.' 'Called front desk three times about the A/C.' 'Waited 45 minutes for someone to bring a rollaway.'
The problem wasn't the staff. It was the gap between request and response. Guests called the front desk. The front desk wrote it on a sticky note. The sticky note got lost during shift change. The next shift didn't know about it. The guest left a 2-star review.
They deployed Attenda in February. QR codes in every room. Staff dashboard on the front desk tablet. Every request logged, timestamped, assigned. When a guest asked for towels at 3pm, it appeared on the screen. Someone accepted it. Someone delivered it. The guest saw the status update on their phone.
By August, six months later, they were at 4.7 stars. The rooms hadn't changed. The staff hadn't changed. The breakfast was the same. The only thing that changed was the gap between request and response — from 'who knows' to '7 minutes and 14 seconds' average.
The metric to watch isn't your average rating. It's your average response time. Improve that, and the stars follow.
See this in action on your property
15-minute call. No slide deck. We'll show you Attenda from every role — guest, staff, GM, partner — on your property.
Replies within 4 business hours. Your inquiry goes to thrilznetwork@gmail.com.