How Harbor Heights Hotel Reduced Negative Reviews by 56% with Real-Time Feedback
A boutique waterfront hotel transformed their guest experience, eliminated preventable negative reviews, and increased staff tips by $78K in 90 days.
Results at a Glance
The Challenge
Harbor Heights Hotel, a 142-room boutique waterfront property, was struggling with a problem affecting hotels worldwide: they were learning about guest issues too late.
Key Issues:
- •Problems surfaced in reviews days after checkout when AC units broke, rooms weren't clean, or service was slow
- •Google rating stuck at 3.9 stars due to preventable issues that could have been fixed during the stay
- •Housekeeping rarely got tipped because guests didn't carry cash, leading to low morale
- •No way to identify top performers or know which staff members consistently delighted guests
"We used to find out about broken AC units or dirty rooms from 1-star reviews posted days after checkout," says David Park, General Manager. "By then, the guest was long gone and the damage to our reputation was done."
The Aplauso Solution
Harbor Heights implemented Aplauso's digital tipping and real-time feedback platform across all guest touchpoints.
Phase 1: QR Codes in Every Room
Placed branded QR codes on nightstands in all 142 rooms, plus at front desk, concierge, and valet stand.
- ✓ Guests scan to rate their experience in real-time
- ✓ Low ratings trigger instant SMS alerts to management
- ✓ Guests can tip specific staff members digitally
Phase 2: Real-Time Alert System
Configured alerts for ratings below 4 stars or complaints containing keywords like "broken," "dirty," or "rude."
- ✓ Management gets SMS/email within minutes of low rating
- ✓ Can respond while guest is still on property
- ✓ Turn potential 2-star experiences into 5-star recoveries
Phase 3: Staff Empowerment
All 85 staff members got access to their Aplauso dashboard to track tips and guest feedback.
- ✓ Housekeeping finally gets tipped fairly via digital payments
- ✓ Staff see ratings and guest appreciation messages
- ✓ Tips deposited to bank accounts within 24-48 hours
The Results
Within 90 days of launching Aplauso, Harbor Heights Hotel saw transformative results:
The Breakthrough Moment
"A guest submitted a 2-star rating at 9 AM complaining about noise from the pool area. I got an alert on my phone, personally visited their room with a complimentary upgrade within 20 minutes, and they changed their rating to 5 stars before checkout. That same day, three more similar recoveries happened. We realized we'd never have to read another preventable negative review again."
— David Park, General Manager
Key Takeaways for Hotels
Knowing about issues while guests are still on property is infinitely more valuable than reading about them in reviews later.
Housekeeping and support staff finally get fair compensation when digital tipping is easy and convenient for guests.
Most negative experiences can be turned into positive ones if you know about them in time to act.
When staff see appreciation from guests and earn better tips, retention improves dramatically.
Ready to Transform Your Hotel?
Join hotels worldwide that are fixing issues in real-time and delighting more guests with Aplauso.