Start with the decision the hotel needs to make?
A post-stay survey can cover the whole accommodation experience. Rezervem Stay relates to this guest journey, but automated checkout-triggered sending needs confirmation for the actual property.
Choose a few actionable questions about room preparation, communication or service instead of an unnecessarily long generic questionnaire.
Ask neutral questions about specific service moments
A leading question about 'our excellent service' is less useful than asking whether guests could contact the team when they needed help.
Keep one consistent rating scale and allow 'did not use' when appropriate. Do not automatically treat missing answers as zero.
Keep hotel and restaurant evaluations separate
An overall stay survey may address accommodation, reception and cleanliness. A restaurant review belongs to a specific visit and often covers food, service and atmosphere.
Retain the right location, outlet, booking or stay context and sample size. A small number of reviews is a weak foundation for definitive performance rankings.
Choose timing and recipients intentionally
Feedback might be requested after checkout, but automatic delivery must not be assumed. Choose the channel, privacy basis and notification practices according to the hotel's actual configuration.
Decide whether one booker or several adults in a group should respond, and avoid duplicate requests. A service survey and optional marketing permission are different purposes.
Classify comments before assigning work
Group complaints by service delay, maintenance or other practical categories. Give each topic an owner and limit access to comments containing personal information.
Review response rates, topic-level scores and completed actions together; always show the number of responses.
As an illustration, suppose 18 comments mention room noise. Check the affected dates and room types, assign an investigation and compare the proportion of such comments next month, not only their count.
- Do not count guests who did not respond as zero.
- Assign each action an owner and target date.
- Investigate recurring problems before declaring the cause.
- Compare the next reporting period with sample size visible.
What is the difference between Stay and Manager feedback
Stay represents the wider digital guest journey, while Rezervem Manager supports restaurant-visit evaluation tied to a specific dining experience.
Confirm whether the hotel's broader post-stay survey, delivery trigger and reporting are deployed before making an automation claim. Explore Stay and Manager.
