Germin8, a Digital Intelligence company shares an analysis report on the premium hotels in Delhi

Using Germin8 Social Listening™, a proprietary social media listening platform Germin8 has collected and analyzed the social media conversations and collated a brief study to understand the consumer perception and requirement before they book a premium-class hotel

India, 12 February 2020: The biggest extravaganza and much-awaited auto expo 2020 is almost here, and auto enthusiasts and manufacturers are gearing up for the scintillating motor show. While we already know the dates, ticket rates and the timings, Germin8, a Digital Intelligence company has undertaken a study to understand what consumers expect when they book premium hotels (in this case Delhi) when they attend such events. Germin8 has undertaken a brief analysis to understand the consumer’s perception and requirement before they book a premium-class hotel. Here are some of the report’s key findings:

Ø  Flaws in Staff Behaviour, Hotel Hygiene and Food could definitely lead to negative reviews on platforms like Google Business Reviews

Ø  Auditing staff attributes such as Professionalism, Tone of Voice, Body Language, and the Willingness to Help can always lead to positive reviews and appreciation on various online platforms

Ø  Extending the Timing of Breakfast, Serving Warm Food along with multiple Food Options are always praised

Ø  Hotels that highlight that they are located in Close Proximity to Community hot spots such as famous markets and or public transport system would gain more foot-fall provided that they highlight the fact that proper steps are taken to reduce external noise pollution

Ø  Catering to ‘personalised’ special requests from guests, assisting late-night travellers, quarters for drivers of guests and providing  pick up and drop facility for guests are always praised in comments

Ø  Maintaining proper the ambience and providing premium amenities increases the satisfaction level of the guests staying at the hotel

Major Categories:

Ø  Staff Behaviour

•       Guests talked about the behaviour of the front desk staff (Reception) and the room service staff

•       They highlighted traits such as professionalism, tone of voice, body language, expression and the willingness to help

•       They even went on to highlight and name some of the key staff members which helped them the most and made their stay a memorable one

Ø  Food

•       Guests talked about the complimentary breakfast buffet, quality of the food, taste and availability of variety on both Vegetarian and Non-Vegetarian cuisine in the menu.

•       Some people complained about complimentary breakfast being served cold which degrades the value of the hotel

Ø  Location

•       It was another major category highlighted by many guests and how it improved the overall experience of the stay

•       Close proximity to metro station or other public transports, nearby market places, view from the hotel and the ambience of the locality where the hotel is situated are some of the major point which impacted the overall experience of the guests

•       Closeness to the railway station or area with excess traffic are some of the negative for this category

Ø  Service related

•       Prompt service, service even during late hours, taking special requests carefully and being cooperative at any measure are some of the traits that the guests highlighted and liked about the hotel service

•       Something as simple as escorting the luggage of the guests to their room and providing pickup and drop facility was appreciated by the guests

Ø  Hotel Cleanliness

•        Guests were really keen observers of the cleanliness of the hotel, be it the cleanliness of room or the lobby of the hotel

•       Hygiene of the place was really a concern for most of the guests and they even highlighted the cleanliness of  the entire hotel premise

Ø  Ambience

•       Usage of decor items, curtains, surrounding noise, lights and the overall aura of the place played an important role and were highlighted by the guests

Ø  Amenities

•       Having a good pool area, Wi-Fi connection, spa etc. adds on to the value of the hotel and increases the satisfaction level of the consumers which was exactly the case with the experiences shared by the guests

Ø  Parking Facility

•       Parking was another major category highlighted by many guests and helped in their overall satisfaction

•       Having an in-house and spacious parking space was appreciated by many guests

•       Valet service provided by the hotel was also highlighted and praised

Dr Ranjit Nair (PhD AI), CEO and Founder of Germin8 Solutions, stated, “Social media contains a wealth of data that is invaluable to marketers and decision-makers. Social media data is made up of collected information from social networks that show how users engage with, view, or share content. We, at Germin8, use Germin8 Social Listening™ which helps us understand the current public interest and sentiment on various trending topics happening in India. Tracking and analyzing metrics like these can help implement a successful marketing strategy. Germin8 collects conversations from across all social media platforms and using AI analyses these conversations in real-time and converts them into industry-specific actionable insights.”

About Germin8

Germin8, a Digital Intelligence company specializes in Social Media Intelligence enabling brands to understand and act in real-time on the gazillions of conversations by different stakeholders. Germin8 uses their very own Germin8 Social Listening^TM which is a proprietary stakeholder insight, engagement and social media listening platform that collects and analyses conversations in real-time from public sources and private sources and converts them into industry-specific actionable insights and leads.