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Success Story: Hotel Keflavik

Property:  Hotel Keflavik, Iceland • Website

Key contact:  Lilja Karen Steinþórsdóttir • LinkedIn

About the property: Hotel Keflavik is positioned on the doorstep of Reykjanes’ Peninsula breath-taking nature and only 15 minutes from the Blue Lagoon.

We interviewed Lilja Karen Steinþórsdóttir, Assistant Manager of Hotel Keflavik and asked about how has GuestJoy improved their guest communication just in the first eight months since they started using GuestJoy.

When you made the decision to start with the GJ platform, how important was the review component to you? Our reviews have always been important to us and to know what we are doing right and what we are doing wrong and hopefully correct the situation as soon as possible if a guest is not satisfied. I think it is probably more important than upselling as this is what our potential guests usually check first before making a reservation.

How has GJ helped with managing those unfortunate situations where a guest didn’t enjoy their stay and left a low (1-3) stay rating? GuestJoy has helped a lot. We immediately get the email notice about unsatisfied guest and then we can contact them directly via email to try to correct the situation and learn from our mistakes. This helps us to have direct contact with the guest as soon as possible which is great for both parties.

“GuestJoy has helped a lot. We immediately get the email notice about unsatisfied guest and then we can contact them directly via email to try to correct the situation and learn from our mistakes. This helps us to have direct contact with the guest as soon as possible which is great for both parties.”

How much of an impact did GuestJoy have on your current TripAdvisor position? For Hotel Keflavik we have around 1.200 reviews and ranked 4.5 stars and have received a certification of excellence. For Diamond Suites, we are ranked 5.0 stars and have also received a certification of excellence. Our restaurant KEF restaurant has a 4.5 ranking and a certificate of excellence.

Any other comments or suggestions? Hotel Keflavik has been in top 3 overall in Iceland (all reviews on different sites for 4-star hotels ranked together) for weeks on end and taking the top spot now during the summer months and we could not be more pleased. Our staff has been working very hard to make each guest have the most pleasant stay possible with us as we offer a good and friendly service and they have surpassed all our expectations. We are quite proud of our staff and hotel and the services we have to offer. GJ has been helping us with managing reviews very well and sufficiently and we love the concierge site as it is easy to use and professional for our guests. I highly recommend GJ for all hotels and guesthouses. The staff of GJ have been more than helpful and very pleasant to work with and very quick to respond. We are quite happy with our cooperation with GJ.

“I highly recommend GJ for all hotels and guesthouses. The staff of GJ have been more than helpful and very pleasant to work with and very quick to respond. We are quite happy with our cooperation with GJ.”

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