Guest Experience

Catch the complaint before the review

A guest who tells you about the air conditioning at 9pm can be recovered. The same guest writing it on a review site three days later cannot. Hotelesy asks the right question at the right moment during the stay, routes problems to the department that can fix them, and tracks whether they actually got fixed.

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At a glance

In-stay

Feedback, not just post-stay

Auto

Escalation on low scores

Dept-wise

Scoring and accountability

All sites

Review monitoring in one place

Speak to a specialist — no obligation

Why it matters

Built to solve the problems that actually cost you money

Timed in-stay surveys

A short check-in-day question, a mid-stay pulse and a departure survey — sent by email, SMS or WhatsApp while you can still do something about the answer.

Automatic escalation

A low score raises a ticket to the responsible department head immediately, with the room number, the guest name and what they said. No silent complaint.

Department-wise scoring

Housekeeping, front office, F&B, maintenance and overall — scored separately so improvement conversations are specific rather than general.

Review monitoring

Google, TripAdvisor and OTA reviews pulled into one inbox with sentiment tagging, so nothing sits unanswered for a week.

Smart review routing

Happy guests are prompted to post publicly. Unhappy guests are routed to a private recovery conversation with your duty manager first.

Trend and recurrence reports

The same complaint about the same room five times is a maintenance problem, not five bad guests. The reporting makes that pattern impossible to miss.

Process

The feedback loop

Ask at the right time

Surveys fire on stay events — post check-in, mid-stay, post-departure — rather than as a single generic blast.

Route by department

The response is scored and, if it is negative, converted into a ticket owned by a named person with a due time.

Recover the guest

Your duty manager sees the issue while the guest is still on property, which is the only window where recovery actually works.

Close the loop

Resolution is logged. Recurring issues surface in the trend report so the root cause gets fixed rather than the symptom.

Inclusions

Feedback and reputation tools

Everything from the first survey to the published review response.

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Customisable survey templates

Email, SMS and WhatsApp delivery

Stay-event based survey triggers

Department-wise question sets

Automatic low-score escalation

Ticket assignment with due times

Guest recovery workflow

Google, TripAdvisor and OTA review inbox

Sentiment tagging and keyword trends

Positive-review prompting

Recurring issue and room-level reporting

Staff and department scorecards

Questions

Things hoteliers usually ask

Will guests actually respond to a survey?

Short ones, yes. A single-question in-stay pulse gets far higher response than a fifteen-question post-stay form. We default to short and let you add depth only where you need it.

Can I stop unhappy guests posting public reviews?

No, and you should not try to. What you can do is reach them first, fix the problem while they are still on property, and give them a reason to write something different. That is what the routing is for.

Does it respond to reviews automatically?

It drafts responses and flags urgency, but a human approves before anything is published. Automated review replies read like automated review replies, and guests notice.

Can I see which staff member handled a complaint?

Yes. Every escalation has an owner, a timestamp and a resolution note, which also makes it fair at appraisal time.