Who it is for
Review analysis for hotels and guesthouses
The longest reviews of any industry and the most specifics — but also the most noise, because a guest rates the weather along with the room. The report separates the two.
What keeps coming back in guest reviews
Patterns that recur in hospitality regardless of the property standard.
Noise: plumbing, neighbours, the street
The most common reason a guest does not return, and the one they least often raise at reception. It only shows up in the reviews.
Bathroom and ventilation
Smell, water pressure, drainage. Things invisible in photos that drive the rating harder than room size.
Breakfast: hours, choice, restocking
Mentioned more often than the room itself. Complaints rarely concern quality — they concern there being nothing left at 9:30.
Check-in outside reception hours
A late arrival, no reception, unclear key pickup instructions. The first impression of the stay, and often the first sentence of the review.
Parking and access
Number of spaces, a surcharge that was not in the booking, an entrance invisible from the road.
Photos versus reality
The heaviest kind of complaint, because it is about trust rather than a fault. It recurs for years and raises the weight of every other objection.
Where reviews about your property live
Booking.com weighs most, because a review can only follow a stay. Google Maps captures guests who did not book online, and TripAdvisor tourists from outside the region. Mutterbox pulls all three and compares averages only within one platform — 1–10 from Booking and 1–5 from Google are not the same scale.
Analysis categories in this industry
Check-in takes longer than the promised 15 minutes
The complaint runs all year and peaks on Fridays and on conference days. Guests do not write about the waiting itself but about nobody telling them how long it will last.
„We waited over an hour at reception despite a booking. Nobody could say how much longer it would be" Google · 14.03.2026 · review #48211
„Check-in from 15:00, we arrived at 17:00 and the room still was not ready" Booking.com · 02.02.2026 · review #47903
Questions from hoteliers
Will you compare Booking and Google ratings?
We show them side by side but never average them into one number. A 1–10 and a 1–5 scale measure different things, and merging them would produce a figure comparable to nothing — the report marks such rows as not comparable.
Our reviews are in several languages.
That is normal and not a problem — classification works regardless of the review language, and the report is written in the language you pick. Statistics break down by language, because a complaint sometimes appears only among foreign guests.
Seasonality distorts our statistics.
That is why the trend is measured as a share of reviews, not a count. In August every kind of remark rises at once; the share shows whether a problem is actually intensifying or simply more guests arrived.
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