Hotels and hospitality
Break down every guest review, from room to front desk
Guests touch on several things in one review. Fidkeep separates them into themes like cleanliness, check-in, staff and value, and links each finding to the reviews behind it.
- Challenge
Guest reviews run long, mixing room, staff and price complaints in a single paragraph.
- Recurring theme
Room cleanliness, slow check-in and poor value keep coming up across properties.
- With Fidkeep
The hotel team reads the report by theme and sets housekeeping and front desk priorities.
What reviews mean in this industry
Hotel guests review a night, sometimes a week. They write long, covering the room, the breakfast and the wait at the front desk in one go. Future guests read those reviews closely before they book.
Read by hand, long reviews blur together. A complaint meant for housekeeping becomes general dissatisfaction, and the same issue resurfaces in the next guest's review.
What customers write about most
- Room cleanliness
Linens, bathrooms and smell: the theme guests describe in the most detail.
- Check-in and check-out
Front desk queues, rooms not ready and early check-in requests.
- Price and value
Guests weigh what they paid against what they got, and say it outright.
Which topics does Fidkeep track in this industry?
A star rating tells you how happy customers are; topics tell you why.
Fidkeep sorts every review in this industry into the topics below and marks, for each topic, whether the customer spoke positively, neutrally or negatively. If one review praises one topic and complains about another, you see both. Filter by topic and sentiment, and when a negative review lands on a topic that matters, Smart Rules email the right person.
Topics in this industry6
- Room / Comfort
- Reception / Welcome
- Cleanliness / Hygiene
- Price / Value
- Location / Access
- Amenities / Breakfast
Example in the app
- Room / Comfortpositive
- Reception / Welcomeneutral
- Cleanliness / Hygienenegative
How teams work with Fidkeep
Split long reviews by theme
The report separates the themes in each review, so housekeeping and front desk issues show up on their own.
Reply in the guest's language
AI detects the language a review was written in and drafts in it. The team approves and publishes to Google.
A voice for each property
A city hotel and a resort speak differently. Set tone, form of address and sign-off per property.
What to watch in the monthly report
- Cleanliness trend
See how room and bathroom complaints move over the month.
- Front desk experience
Compare check-in reviews across properties.
- Value perception
Track when price and value complaints rise, with the real reviews attached.
Frequently asked questions
Clear answers on product, data and billing.
Which review topics does Fidkeep track for hotels and hospitality?+
Fidkeep sorts reviews in this industry into these topics: Room / Comfort, Reception / Welcome, Cleanliness / Hygiene, Price / Value, Location / Access, and Amenities / Breakfast. For each topic it marks separately whether the customer spoke positively, neutrally or negatively.
Do I choose the topics?+
No. Fidkeep identifies your industry from your location's Google category and uses that industry's topics.
Can one review cover more than one topic?+
Yes. Each topic gets its own sentiment, so if a review praises one topic and complains about another, you see both.
Are my older reviews tagged too?+
Yes. When you connect a location, past reviews are tagged in the background. Older reviews don't trigger Smart Rules notifications.
What should hotels and hospitality watch in the monthly report?+
Cleanliness trend: See how room and bathroom complaints move over the month. Front desk experience: Compare check-in reviews across properties. Value perception: Track when price and value complaints rise, with the real reviews attached.