Travel & Tourism · Larkspur Travel

How Larkspur Travel cut feedback analysis time by 89%, while catching more guest issues

Discover how Larkspur transformed guest feedback analysis from 45 minutes to just five, gaining clearer insights and addressing issues before they became complaints.

89%less time analysing feedback

“We used to spend the first hour of every Monday reading reviews. Now Tag Analytics tells us what changed and why before we have finished our coffee.”
Priya Nandra, Head of Guest Experience, Larkspur Travel

The challenge

Larkspur runs 34 boutique hotels across the UK and Ireland. Each property collected feedback differently, and the central team spent around 45 minutes per property per week manually reading and categorising reviews. Issues that mattered, such as late check-ins at one site, were often spotted weeks later.

The solution

ReviewMeter consolidated all 34 properties into one Hub. Invitations are triggered automatically at checkout, and Tag Analytics labels every review by theme and sentiment. A weekly report ranks the properties and topics that moved the most.

The result

Analysis time dropped from 45 minutes to five per property. The team now catches 3x more service issues within 48 hours, and the group service score has risen from 4.3 to 4.7 in nine months.

5 min

weekly analysis per property

more issues caught within 48 hours

4.7

group service score, up from 4.3

Published 20 Jul 2026

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