Based on public reviews and response behavior.
200 reviews over 637 days (about 9.6 per month). Busiest month: 14% of reviews. Languages: en 97%, unknown 3%.
Travel & Hospitality average: score 63.7, rating 4.01 stars, reply rate 40.1%, over 909 ranked companies · benchmark 23 Oct 2026
Score
34.0
Industry average 63.7
29.7 below average
Rating
3.18
Industry average 4.01
0.83 below average
Reply rate
—
Industry average 40.1%
not measured
Among ranked Travel & Hospitality companies
Only companies with enough recent, scoreable reviews are ranked.
47% of reviews positive, 52% negative
Covering December 2025 — 5 reviews, not the company's full review history.
Takeaway: Positive sentiment accounts for 40% of reviews in this period, with 60% negative and 0% neutral.
Share of theme mentions
Themes extracted from 200 analysed reviews.
Prioritized by observed gaps vs competitors
AI analysis
A card that is absent means no signal qualified, not that nothing is wrong.
Establish a strict 24-hour response SLA for all customer inquiries after payment is received, enforced via CRM ticketing with escalation protocols. Assign a backup agent to every account so no customer is left without contact if their primary agent is unavailable.
The review data reveals a stark performance split between high-performing agents (Patty Henriquez, Misty Duran) and an agent named Philip who is cited by name in multiple 1-star reviews for non-processing, ghosting, and withholding documents. Conduct an immediate audit of Philip's caseload and all accounts assigned to him.
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