Complaint themes ranked across the portfolio, scored against each property's comp set, and routed to the department that owns them. The outlier property becomes obvious before the quarterly review.
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Portfolio review scores are the least useful number in the pack, because averaging four properties hides the one that needs attention.
Three properties at 4.6 and one at 3.9 averages to something acceptable. The average is what goes in the board pack, so the 3.9 gets discussed once a quarter.
A 4.2 in a competitive market and a 4.2 in a weak one are completely different results. Without comp-set positioning per property, the score says almost nothing.
Feedback lands with whoever owns the reputation tool at group level. The housekeeping manager at the property being complained about hears it second-hand, weeks later.
A bad week and a structural problem look identical in a monthly score. Deciding where capex goes on that basis is close to guessing.
Conduit groups feedback by theme across the portfolio and routes each one to the team that can do something about it.
Which complaint themes are growing, at which properties, and how fast. A theme rising at one hotel and flat everywhere else is a very different conversation from one rising everywhere.
Every property is measured against its own competitive set, so a strong result in a hard market stops being penalized by a group average.
Housekeeping themes to housekeeping, F&B to F&B, front desk to front desk, at the property concerned. Each team gets its own signal rather than the whole feed.
A repeated room-specific complaint opens a maintenance task against that room, at that property, with a vendor. The loop ends in a fix rather than a chart.
Sentiment is read in live guest conversations, so an unhappy guest is escalated while the stay is still running. That is the only window where the review can still change.
When a theme persists at one property against a room type or a floor, that is a case for spend with data behind it rather than the loudest GM in the room.
The signal is stronger because Conduit holds the in-stay conversation, not only the public review.
Guest reviews sync from the OTAs and platforms each property is listed on, normalized into one theme model across the group.
In-stay sentiment from SMS, WhatsApp, voice, email, and OTA messaging in 140+ languages, read on the original text rather than a translation.
An actionable theme becomes a categorized task at the right property, with an owner and a vendor, on the board that property already uses.
Start with visibility across the portfolio, then decide which themes should generate work.
Review sources sync per property. Where Conduit already runs guest messaging, the conversation history comes with it.
The outlier property is rarely the one with the lowest score. It is usually the one with a theme growing fastest against its own comp set.
Assign each theme category to the owning team at each property, and set how they hear about it: digest, threshold alert, or both.
Enable automatic task creation where the link between complaint and fix is clearest, usually room-specific issues, then widen from there.
SOC 2 Type II, HIPAA, ISO 27001, and GDPR. Feedback is property-scoped with role-based access, PII handling is configurable, and every routed signal records its source.
Ensures secure handling of customer data that flows through our agents.
End-to-end encryption, role-based access, PII protection, and audit logs across the platform.
Supports HIPAA workflows with safeguards protecting sensitive data.
Need clarity? Start with these frequently asked questions.
Reputation tools optimize the response and report the score. Conduit works the cause: it groups feedback into themes, ranks them across properties against each comp set, routes each theme to the department that owns it, and can open the work order.
