95% of customers would book again
When our customers return from holiday we ask them to rate their hotel experience. They rate their hotel out of ten across categories like location, service and value for money. They also give an overall quality score out of ten. We gathered over 102,000 independent hotel reviews last year and we're extremely proud of our verified Reevoo ratings.
Our customers also rate our service, and we're delighted that 95% of our customers would book with us again. The scores and comments we receive are used to refine our hotel portfolio and allow us to make recommendations to our customers based on quality and customer service.
Each year our top-reviewed hotel partners are presented with our Customer Excellence Award. Hotels that receive a rating of at least 9.0 out of 10 from our customers, and only those that have received more than five verified reviews, are eligible. We’re delighted our top 4% of hotels received this accolade in 2020 – and for many this is their fifth consecutive year, proving an exemplary commitment to our customers.
We also ask our customers to tell us about their happiest memory of their holiday and to share a picture. We have received almost 135,000 memories so far since 2016. Catch up on our latest customer memories from around the globe.