Industries
Hotel guest feedback
Warm post-checkout chats covering reception, room, F&B, and staff. Structured ratings plus recovery signals — and review redirects only after clear praise.
Public review sites are lagging indicators. By the time a one-star review posts, the guest is gone and the ops team is guessing which department failed.
This template runs a warm post-checkout AI interview covering reception, room, F&B, and staff. Structured ratings stay chartable; recovery language surfaces while you can still apologize or rebook. Redirect happy guests to public review links only after clear praise — never as a guilt trap after a bad stay.
Multi-property groups tag branch and stay dates so benchmarks stay fair across seasons.
Best for
- Hotel and hospitality CX teams
- Multi-branch property groups
- Ops leaders watching online reputation
Outcomes
- Department-level issue themes
- Service-recovery opportunities
- Branch benchmarks with guest quotes
How it works
1
Trigger after checkout
SMS, email, or QR at departure. Mention the property name so the guest knows the chat is about this stay.
2
Cover departments with light ratings
Blueprint fields for reception, room, F&B, and staff keep dashboards ops-friendly without a long form.
3
Route recovery cases internally
Low scores or recovery themes alert the property manager before the guest posts publicly.
4
Ask promoters for public reviews last
Only after a clearly positive stay. Never push review links after unresolved friction.
Sample questions
- QHow was arrival and check-in for this stay?
- QWhat stood out about the room — good or bad?
- QHow did food, drink, or room service go, if you used them?
- QIs there anything we should fix before your next visit — or a moment worth celebrating with the team?
Setup tips
- Offer voice for guests who prefer speaking after travel — typing on a phone in a taxi is hard.
- Keep privacy: no payment card details, no passport numbers in chat.
- Benchmark by property and season; do not compare a city-center weekend to a resort holiday blindly.
Frequently asked questions
- Will this replace TripAdvisor or Google reviews?
- No. It captures private, actionable feedback first. Public review asks are optional and should follow only after a strong stay.
- Can each property have its own branding?
- Yes. Use study branding and property-specific opening copy while keeping shared blueprint fields for group benchmarks.
- How fast should we respond to recovery themes?
- Same day when possible. The value of post-checkout interviews is intervening before a public review — not filing themes for next quarter.