Guest Experience at Red Radisson

Red Radisson wanted to assess their social media performance, learn about their brand reputation and share, and compare it to its competitors.

Using Sila’s products (digital listening, audience understanding and CX), we were able to dig deep into the hotel’s digital presence, their typical audience profile, know how their guests view their experiences at the hotel across its amenities and F&B outlets and benchmark all this against 4 of its niche competitors hotels.

We analysed the guests’ overall review scores and went in depth into the room features, service, staff, experience, hotel amenities and room experience comparing the year 2022 to 2023, with emphasis on the Ramadan period.

The room experience

The hotel’s top reviewed amenity is the room experience, which is highly positive overall but with some noise isolation issues that the management can work on.

The staff

Staff service and food have the highest number of positive reviews, same as previously indicating a consistently strong performance.

The outlets

In regards to the F&B outlets on premise, Jones the Grocer and OUI bar both had positive feedback on the entire experience, from ambiance and food quality to the staff interactions.

On the other hand, although being the most popular venue this year, Red Roof was criticised for their staff service.

How Sila helped to assess the brand perception

Using Sila's comprehensive digital listening tools and audience analysis capabilities, Red Radisson gained valuable insights into:

• Guest sentiment and satisfaction levels across different amenities
• Competitive positioning against 4 competitor hotels
• Specific areas for improvement (noise isolation, Red Roof service)
• Strong performance areas (staff service, food quality, Jones the Grocer and OUI bar experiences)

This data-driven approach enabled the hotel to make informed decisions about where to focus their improvement efforts and which strengths to leverage in their marketing and operations.