Скачать или смотреть Surveys, Reviews & The Missing Middle: What Hotel Guests Told Us

84% of hotel guests rely on online reviews when booking.
Only 4% regularly post them.

So who is really shaping your hotel’s reputation?

In this episode of Feedback Matters, Jeff and Rich explore the results of GuestInsight’s December 2025 U.S. consumer survey of hotel guests — and uncover a major disconnect between how guests consume feedback and how they contribute it.

We discuss:

Why 72% say surveys are important — but only 24% frequently complete them

•The persistent “ones and fives” polarity problem
•Why the “missing middle” rarely speaks up
•The friction behind low review participation
•Whether post-stay emails should match your hotel’s brand positioning
•What this means for response rates, reputation accuracy, and revenue

If most travelers rely on online reviews — but those reviews reflect only a tiny fraction of guests — are hotels being judged by a representative sample?

Watch to understand what’s changed, what hasn’t, and what hoteliers should be doing about it.

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