Guest #1 Review of Hotel XYZ

I really enjoyed my stay at Hotel XYZ. Checking in was a breeze, and we were directed to our room - the layout of the hotel is pretty bizarre, we had to walk quite a windy path to get to our building.

Our room had two double beds which felt quite small - next time I'll opt for the king room! But the room was clean and comfortable, with mood lighting over the bath which would have been perfect had I had time for one!

The shower had good pressure, and the bath products smelled good. The cleaners did a good job each day, which was great as I had long work days and it was lovely to come back to a clean and neat room.

The rooms were very nicely renovated and I had the chance to see one of the king rooms which have a bathtub in the middle - SO awesome!

My only complaint was the TV channels - no food network?? There was very little to watch - neither my boyfriend nor I found a channel we were happy with.

Overall I had a great experience at Hotel XYZ and I look forward to returning!

Guest #2 Review of Hotel XYZ

Fabulous experience in the king tower suite!

Started with friends by the pool around 1:30 because I was able to check in at this super early time

We were immediately wowed by the room- from the full kitchen, awesome decoration, wide patio, bathroom, shower you name it.

The pool service was great- a gal & gentleman bringing us waters and menus right as we get there. Several groups of guys at the pool this Saturday and couples at the pool we had piña colada, lava flow, and fresh berry mojito. The staff was friendly & treated me to a complimentary birthday drink!

We spent a few hours in the room- great view of the sunset. Several cool chairs and couches, scrabble, martini shaker, fur throw blanket and details to make it seem like you’re staying in a chicly vintage downtown loft.

The shower takes forever to get warm. Really nice touch adding a loofah- and the sphere hand soap. The bed was low slung and comfortable with fluffy pillows. Automatic sunscreens provided a nice late sleep-in.

Guest Review #3 of Hotel XYZ

Beautiful hotel I really, really wanted to like the Hotel XYZ and happily, I wasn't disappointed.

Some of the highlights:

Awesome mid-century modern decor, with an unexpected pops of color here and there it's almost as if you expect to see a reincarnated member of the Rat Pack to come strutting over from the lounge.

The bathrooms were beautiful with nice finishing touches. The whole bathroom is walled in with frosted glass walls and a sliding door. The vanity and sink area was marble with a porcelain bowl sink and featured higher end toiletries, a hair dryer and generous supply of soft fluffy towels. The toilet was hidden in its own water closet with a sliding door. The tiled shower had a rain shower head, and the extra-large, the soaker tub had a blue mood light placed seductively above it and a handily placed white cotton bathrobe within arm’s reach.

The beds were super soft mattresses and were smartly made with crisp cotton sheets and soft, white down duvets. The only think I didn't like with the beds was the ill-fitting blue suede platforms for the box springs. The platforms weren't spaced tightly enough to the box springs to keep from showing the ugly unfinished part of the platforms. A very minor detail another thing I didn't care for was the blinding fluorescent light bulb in the bedside lamp. It was a terawatt in strength, I'm sure.

The end of the room featured a double, sliding glass patio door and wall to wall black out curtains with sheer drapes that could both be swept back, creating huge pass way between the room and the spacious private patio; which had a dual, padded lounge chair and a mid-sized patio table and an view of the well-kept patio greenery and fence.

Evaluate the three examples of guest feedback in the performance improvement plan.

Identify 3 to 5 common trends from the region (positive or negative) select one area of opportunity and develop a performance improvement plan to address the issue.

Use the "who, what, when, where, why, and how" approach to develop your plan. Use process improvement techniques that are relevant to the industry of concern and the item you are trying to enhance.

Respond to one of the comments as if you are a manager at the hotel, addressing the concerns or positive feedback.