The voice of our guests: the engine of our continuous improvement

At Minura Hotels, we firmly believe that our guests’ feedback is the driving force behind our continuous improvement. Your experience at our hotels is the most important thing to us, and your feedback helps us identify what we do well and what we can improve.

Why are your opinions so important?

During your stay you will receive a simple question to assess your level of satisfaction and above all to resolve any incident you may have and improve your experience in our hotels. If something is not to your liking, we want to know as soon as possible so that we have the opportunity to react and meet your expectations during your stay at the hotel.

At the end of your stay, we send you a satisfaction survey. Your responses provide us with valuable information about various aspects of your experience, from the comfort of your room to the quality of our service.

What do we achieve with these surveys?

• Identify areas for improvement: Your comments help us detect those aspects of our service that do not meet your expectations. Thanks to your feedback, we can implement changes and improvements to ensure your next stay is even more satisfactory.
• Recognise what we do well: We also want to know what you liked most about your stay. Your positive feedback motivates us and encourages us to continue working along the same lines.
• Appreciate the work of our team: Your opinions about our staff are especially valuable. They allow us to recognise and reward the effort and dedication of our employees.

The importance of the team

One of the aspects we value most at Minura Hotels is our staff. They are the ones who make your stay special and memorable. That’s why when we receive positive feedback about our employees, we consider it a recognition of their work and motivate them to continue to provide excellent service.

Where can you focus your feedback?

It is very important that reviews focus on aspects that really depend on the hotel: cleanliness, comfort of the rooms, staff attention, quality of the food, among others. This approach ensures that both future guests and the hotels themselves can benefit from constructive and relevant feedback, promoting more informed and fairer decision making.

Authenticity in reviews allows future guests to get a clear and accurate picture of the hotel’s service and facilities. When reviews are based on external factors, such as bad weather or problems with flights and transport, they do not fairly reflect the quality of the hotel and can lead to wrong decisions by other guests.

Why is it important to publish reviews on review platforms?

Making positive reviews public has a significant impact, especially for the staff. They highlight their work and contribute to a positive working environment. They also foster a culture of excellence and engagement within the hotel. For us, it is crucial that guests not only evaluate their experience in terms of the facilities, but also recognise the human touch and personalised attention they have received.

They are also an important source of information in the decision-making process for future travellers who want to learn more about the hotel where they are going to book their desired holiday. For this we always recommend making good use of the experiences of other guests. Here are some tips we recommend:

• Check the distribution of the ratings: Look not only at the average rating, but also at the number of ratings in each level (1-5 stars). This will give you a better idea of the consistency of the hotel.
• Date the comments: Prioritise the most recent comments, as they will better reflect the current state of the hotel.
• Read between the lines: Some reviews may be overly negative or positive due to guests’ personal expectations. Look for balanced and detailed reviews that offer an objective perspective.
• Hotel responses: How the hotel responds to negative comments can say a lot about its level of customer service and its willingness to improve.
• Traveller profile: Consider the profile of the guest who left the comment. Sometimes the relevance of comments can vary if the author is a business traveller, a family, a couple, etc.
• Compare with other hotels: Don’t just read the reviews of one hotel. Compare with reviews of similar hotels in the same area to get a broader context.

We deeply appreciate every word shared and encourage all our guests to leave their opinions, especially highlighting the work of our staff, who work tirelessly to make your stay an unforgettable experience.

Thank you for choosing Minura Hotels!

We will continue to create a culture of transparency and dialogue with our guests, demonstrating that we value their opinion and that we are continuously working to improve our services.