You rated the stay a 6. What would have made it a 10?
D
Post-Stay Survey
Evaluator agent · 1.9K uses
Evaluator Agent
Hotel Guest Satisfaction Survey
A satisfaction score tells you how the stay felt. It does not tell you what to fix. Hotel groups need satisfaction scores they can compare across every property, and properties need to know what to fix. A rating grid delivers the first and not the second. This conversation asks the same questions in the same order for every guest, then asks one neutral follow-up whenever a score is low.
Every score comes with its reason
Issues grouped by department
Comparable across every property
Used 1,886+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
Overall satisfaction with the stayRoom cleanliness and comfort ratingsStaff and service ratingCheck-in and check-out ratingValue for moneyLikelihood to recommend, 0 to 10The best part of the stay and the biggest issueThe issue category and one specific improvement
Questions it always asks
The core fields every response captures.
Always ask every rating in the same order for every guest
Always ask for the biggest issue and one specific improvement
How it adapts
Follow-ups that change based on what people say.
If they rate cleanliness a 1 or 2, ask what specifically was not clean
If they score 6 or below on recommending, ask what drove that score
Where it routes people
Different paths for different answers.
Send any stay with two or more low ratings to the general manager within 24 hours
Route issues by category to housekeeping, maintenance or the front office
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #guest-experience in Slack when a property's cleanliness score drops week over week
Update the guest record in HubSpot with the satisfaction scores and issue category
Email the property a weekly summary of its top issue categories
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
After checkout the guest gets a short conversation that opens by thanking them for the stay. It asks for a 1 to 5 rating on overall satisfaction, cleanliness, room comfort, staff and service, check-in and check-out, and value, one at a time and always in the same order, then likelihood to recommend on a 0 to 10 scale. Any low score gets one brief follow-up on what drove it. It closes on the best part of the stay, the biggest issue, which it sorts into a category, and one specific improvement.
Getting started
- 1
Trigger the conversation at checkout or within 24 hours by email or text
- 2
Keep the rating questions identical across properties so results compare cleanly
- 3
Set the score that routes a stay to the general manager for follow-up
- 4
Review issue categories by property weekly, not just the average score
Template Details
- Agent Type
- Evaluator
- Category
- Hotels and hospitality
- Industry
- Hotels & Hospitality
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Slack, Hubspot, Email
- Times Used
- 1,886+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- A standard guest satisfaction survey is a grid of rating scales. When cleanliness drops to a 2, the property learns that something was wrong with the room and nothing about what it was.
- Guests abandon long rating grids, so hotels cut questions until the survey measures only the overall score, which is the one number nobody can act on.
- The comment box at the end is optional, so the guests with the most useful detail are often the ones who skip it after rating everything else.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation asks each rating one at a time in the same order for every guest, so scores stay comparable across properties and over time.
- Any low score gets one short, neutral follow-up on what drove it, so a 2 for cleanliness arrives with the reason attached.
- It closes on the best part of the stay, the biggest issue and one specific improvement, and sorts the issue into a category such as cleanliness, noise, staff, maintenance or value.
What is a hotel guest satisfaction survey?
It is a structured set of questions a hotel sends after a stay to measure how satisfied the guest was overall and with each part of the stay: the room, cleanliness, staff, check-in and check-out, and value for money. Most also ask how likely the guest is to recommend the hotel. The purpose is a consistent measure that can be compared across properties and tracked over time.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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