At The Grumpy Guest, we play the picky customer—before your real ones do. Our mission is simple: help hospitality businesses identify issues in their service and digital presence before they become 1-star reviews online.
7000+
reviews written by customers every minute worldwide
10%
of customers are likely to leave a review in response to either particularly bad or exceptional good experiences
90%
of dissatisfied customers do not leave a review or give direct feedback
93%
of customers say reviews impact their decisions
Latest Projects
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Our Approach
01
The Pre-Check (a.k.a. The Digital Stalk)
Before we even set foot in your lobby, we snoop. Website, social media, OTA listings, reviews – we scan them all using a mix of human common sense and AI-powered tech. Think of it as your hotel’s annual check-up…
02
Undercover & Unimpressed
This is where the “Grumpy Guest” goes incognito. We, stay, dine, explore – just like any regular guest – and quietly tick through our 250+ point checklist. Every smile, sigh, and “seriously?” moment gets noted.
03
The Brutally Helpful Report
You’ll get a no-nonsense, 250-point breakdown of what’s working, what’s wobbling, and what’s flat-out letting you down. Expect honest feedback, diagnostic insights, and clear recommendations – all designed to make your guests leave happy (even the grumpy ones).
04
Fix & Future proof
We help you action changes before reviews go public. Optional training, content support, or monthly check-ins available.