Orida Hotel Maidstone welcomes a wide mix of guests through its doors. Corporate visitors using the conference centre, local companies running meetings, families on staycations, health club members using the pool, and even travellers stopping off on their way across to France. Every day brings different types of guests passing through, so understanding how each one is really feeling during their stay is no small task. That is where iTrust comes in.

The Challenge Orida Hotel Maidstone Faces

Running a hospitality business with so many types of guests means no two stays look the same. A corporate delegate in the conference centre has very different needs to a family on a staycation or a swimmer popping in for a health club session. It makes picking up on problems while guests are still on site, rather than after they have checked out very hard to do well.

Before iTrust, feedback came from paper feedback cards and whatever showed up afterwards on Tripadvisor, Booking.com and other third party sites. Useful, but always too late to fix anything. By the time a review lands, the guest has already gone home with the memory of a problem that was never solved. What the hotel needed was simple feedback for hospitality that worked in real time, not after the fact.

 Why did Orida Hotel Maidstone choose iTrust?

The team wanted real time feedback, not a review written days later. As General Manager, Karl Emerick explains, iTrust gives them “in the moment real time feedback, instead of waiting for a review through Tripadvisor post checkout.”

It gives the hotel staff time to take action, and hopefully rectify any issues before they impact more guests.

Getting started was straightforward, which mattered for a busy hospitality operation with no time to spare on a complicated launch.

One feature in particular stood out. Being able to tailor iTrust to different types of guests, rather than using a single generic form, made a real difference.

“Being able to bespoke the system to our different clientele, i.e. the meetings market, is a gamechanger,” says Karl.

iTrust gave them the flexibility to tailor their dashboard to the different guests so they could better act on the feedback being provided, ensuring a better experience for everyone that comes to the hotel.

“All guests, they can have their say and we can react in real time to ensure their stay is positive,” Karl adds.

What Feedback Did iTrust Provide for Orida Hotel Maidstone?

Every guest at Orida Hotel Maidstone can use iTrust, whether they are staying over, attending a meeting, or swimming a few lengths in the health club.

That real time element uncovered issues the team would otherwise have missed entirely. For example, one guest flagged that they had mobility issues and had been given a second floor room. With iTrust, the team spotted it and moved the guest to a ground floor room almost immediately.

“We would never have known this until checking the guest out, or if the guest had come back to reception, enduring more stairs. At that point it would have ruined their experience.”

iTrust allowed them to make a difference when it mattered. 

How iTrust feedback is making a difference

For Orida Hotel Maidstone, iTrust has become a way to hear from guests who might otherwise stay quiet.

“Safe, real time feedback allows suggestions to be made by anyone that may otherwise not engage or say anything.”

That matters across every part of the business, from the conference centre to the health club to the rooms upstairs. This kind of hotel guest feedback software means problems get caught and fixed while the guest is still there to feel the difference, not weeks later in a review that arrives too late to help anyone.

Feedback that matters.