Hotel guest feedback software

Survey triggers are configured per property and connected to the PMS so they fire based on actual guest events rather than a fixed schedule. Common triggers: 2 hours after check-in (first impression, any early issues), the day after housekeeping service (room cleanliness and staff responsiveness), and 24 hours before check-out (a final opportunity to flag anything that can still be resolved). Each survey is short, typically 2-3 questions and an optional comment field, because response rates drop sharply when surveys run longer than 90 seconds. The trigger schedule is editable by the property manager via the admin panel without a code change.

After check-out, the system sends a review request email or SMS. Guests who rate their stay positively (above a configurable threshold, typically 4 or 5 out of 5) are taken directly to the review page of your choice: TripAdvisor, Google, Booking.com, or a custom page. Guests who rate their stay below the threshold are taken to a private feedback form instead of a public review platform. This doesn't prevent a guest from posting a negative review elsewhere, but it intercepts a significant proportion of post-stay complaints and gives the property an opportunity to resolve them privately, which often prevents the public review from being posted at all.

Yes. PMS integration provides the guest contact details (email, phone for SMS), arrival and check-out dates, and the event triggers (check-in, housekeeping, check-out). This means surveys go to the right guest at the right time without any manual list management. We integrate with Mews, Opera, Apaleo, and Cloudbeds. For PMS systems without a webhook API, we use scheduled SFTP exports. The integration method is confirmed in discovery week. PMS integration also stops surveys from going to guests who checked out early or to cancelled reservations, which are common sources of negative survey responses in systems that rely on manual list management.

We can integrate the review monitoring dashboard with TripAdvisor and Google My Business APIs to surface new reviews in a single view. Response templates for common review types can be managed in the admin panel so responses are consistent and on-brand. Automated response is technically possible for generic reviews but most operators prefer a manual approval step for anything going to a public platform. The system surfaces the review, provides a template, and the manager approves and posts. Response time tracking is included in the dashboard, because review platforms reward consistent, timely responses in their ranking algorithms, and this data helps operations managers see where the response workflow is lagging.

Survey responses and review text are analysed for sentiment and categorised by topic (cleanliness, staff, location, food, value). The dashboard shows sentiment scores by category over time, broken down by property, season, and guest segment. This surfaces patterns invisible in individual reviews: a drop in cleanliness scores that tracks with a specific housekeeping shift, F&B satisfaction that falls on weekend evenings, or a pricing perception gap in a particular market. The dashboard is accessible to property managers and group management with role-based view restrictions. Reports are exportable for board packs and owner reporting, and the API exposes sentiment data for integration into wider BI tools if needed.

A focused in-stay and post-stay survey system with PMS integration, routing logic, and a reporting dashboard typically ships in 8-10 weeks at $25,000-$45,000. A fuller build with sentiment analysis, multi-property aggregation, review platform integration, and a response workflow typically runs 12-14 weeks at $50,000-$80,000. The fixed price is agreed at the end of week one. Eight weeks of post-launch support is included in all builds. In that window, trigger schedules can be adjusted based on initial response rate data, and routing thresholds tuned based on how your real guests score their actual stays in the first few weeks of live operation.