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 Review Recovery: Fix It Before It Becomes a Review
The best time to answer a bad review is before the guest writes it. Guests who hit a problem mid-stay often say nothing at the front desk and describe it in detail online a day later. This conversation gives them a private, low-effort way to tell the hotel first, while the stay is still in progress and the problem can still be fixed.
Issues caught while the guest is on property
Urgency captured for every problem
Fewer complaints made public
Used 1,734+ 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
Whether anything went wrong during the stayWhat happened, in the guest's wordsWhether it is still unresolvedHow urgent it isWhether the guest wants staff to follow up before they leaveRoom number, only when the guest asks for follow-up
Questions it always asks
The core fields every response captures.
Always open by asking whether anything went wrong that could still be fixed
Always ask how urgent the issue is
How it adapts
Follow-ups that change based on what people say.
If the issue is still unresolved, ask whether they want staff to follow up before they leave
If they describe a safety issue, tell them to contact the front desk directly right away
Where it routes people
Different paths for different answers.
Send urgent unresolved issues to the duty manager immediately
Group non-urgent issues into the next morning's department briefing
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #front-office in Slack the moment a guest reports an unresolved issue
Update the guest record in HubSpot with the issue and outcome
Open a Zendesk ticket for every issue a guest wants followed up
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
During the stay the guest gets one question: did anything go wrong that the hotel could still fix before they leave? If nothing did, they are thanked and done. If something did, it asks what happened, whether it is still unresolved, how urgent it is, and whether they want staff to follow up, taking a room number only if they do. If the guest describes something urgent or safety-related, it tells them to contact the front desk right away.
Getting started
- 1
Trigger on the evening of arrival or the first morning of the stay
- 2
Connect the conversation to the channel your duty managers already watch
- 3
Set which urgency levels escalate immediately and which go to the morning briefing
- 4
Track issues caught in stay against negative reviews posted after checkout
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, Zendesk
- Times Used
- 1,734+
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.
- Most hotel reputation management starts after checkout, when the review is already public and the only remaining move is a polite reply.
- Guests who hit a problem mid-stay often say nothing at the front desk, then describe it in detail on a review site a day later.
- In-stay surveys that ask for ratings do not tell staff what is broken right now or how urgent it is, so nothing gets fixed before departure.
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 opens with one direct question: did anything go wrong that we could still fix before you leave?
- If something did, it asks what happened, whether it is still unresolved, how urgent it is, and whether the guest wants staff to follow up.
- Guests with no issue are thanked and finish in seconds, so the conversation stays light enough to send to every guest.
What is hotel reputation management?
Hotel reputation management is the work of monitoring, responding to and improving what guests say about a hotel in online reviews and ratings across sites like Google, Tripadvisor and online travel agencies. Most programs focus on responding to reviews after they are posted. The higher-leverage part is preventing the negative ones by catching and fixing problems while the guest is still on property.
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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