Did the way they handled it actually fix how you felt?
E
Service Recovery Survey
Evaluator agent · 2K uses
Evaluator Agent
Post-Stay Guest Experience Feedback
A score and a sentence is not something a general manager can fix. Every hotel group runs a post-stay survey and almost none of them produce something a general manager can act on by Monday. This conversation treats the number as the first question rather than the last, gets the moment that shaped it, and asks what would have made the difference.
Rebooking rate lifted
Property-level fixes named
Outlier properties flagged weekly
Used 1,948+ 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 rating and the reason behind itThe specific moment that shaped their viewArrival, room, staff and value experiencesWhat would have made the stay betterWhether they would book the property againLikelihood to recommend
Questions it always asks
The core fields every response captures.
Always ask what would have made the stay better, whatever the rating
Ask whether they would book this property again
How it adapts
Follow-ups that change based on what people say.
If they rate the stay poorly, ask what single change would have fixed it
If they praise a staff member, capture the detail so it can be recognized
Where it routes people
Different paths for different answers.
Send low-rated stays to the general manager within 24 hours
Escalate repeated issues at one property to regional operations
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #guest-experience in Slack when a property is flagged twice in a week
Update the guest record in HubSpot with the stay themes
Create a follow-up task for the general manager on every flagged stay
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
Shortly after checkout the guest gets a short conversation. Whatever rating they give, it asks why, then works back to the specific moment that shaped it. It probes the parts of the stay that actually drive rebooking, the arrival, the room, the staff, the value, and closes by asking what would have made it better and whether they would book again. Results roll up by property so outliers surface.
Getting started
- 1
Trigger the conversation at checkout or within 24 hours by email or text
- 2
Decide which parts of the stay you want covered consistently across every property
- 3
Set the threshold that routes a stay to the general manager for follow-up
- 4
Send property-level themes weekly rather than a monthly 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
- 1,948+
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 post-stay score summarizes a stay made of a dozen distinct moments. When it falls, the property receives a problem with no address and usually responds by asking staff to be more attentive, which changes nothing.
- Free-text boxes produce one sentence, often about the last thing that happened rather than the thing that mattered most. Without follow-up there is no way to find out which.
- Survey questions written centrally rarely map to how a property is actually organized, so even a clear finding can end up with no owner.
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 treats the rating as the first question rather than the last, asking why immediately and then working back to the specific moment that shaped it.
- It covers the parts of the stay that genuinely drive rebooking, arrival, room, staff and value, so the feedback maps onto the departments that can act on it.
- Asking what would have made the stay better produces a concrete fix rather than a complaint, which is a far more useful thing to hand a general manager.
What is a post-stay survey?
It is feedback collected from a guest shortly after checkout, covering the stay as a whole. Nearly every hotel group runs one, and the common failure is that the output is a score with a sentence attached, which is not enough for a property to change anything. A conversational version starts where the score ends and works back to the specific, fixable moment behind it.
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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