Customer feedback is much more important than you can imagine. And a tech-driven approach to processing it do make difference.
Customer is the king, and the hotels that really care for their guests can't agree more. Respectable places pay a lot of attention to the thorough analysis of client feedback and draw conclusions. But it is difficult to track and count all the reviews, especially if a facility is fairly large. Each hotel is a complex system which consists of reception, catering, bar, interior, gym, stuff, etc. It's not always easy to process all the comments to find out which aspect drags the place down, or, on the contrary, helps it to stand out.
https://www.hospitalitynet.org/opinion/4086892.html/
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