Hotel Guest Feedback Software
A 1-star review tells you what went wrong three days after the guest checked out. The problem is already public, the stay is already ruined, and the guest is already gone. The only way to fix a bad stay is to know about it while the guest is still on property.
We build guest feedback and review management software for hotels and serviced apartments. In-stay micro-surveys catch issues in real time. Post-stay review requests route satisfied guests to TripAdvisor and Google while flagging unhappy guests for private follow-up before they post. Integrated with your PMS for automatic triggers.
In-stay feedback sent automatically at check-in, housekeeping service, and key stay events
Issues flagged in real time so staff can resolve them before the guest checks out
Post-stay review routing sends satisfied guests to TripAdvisor, Google, and Booking.com automatically
PMS integration triggers surveys based on actual guest data, no manual list management
Sentiment dashboard shows patterns across properties, periods, and guest segments
Bring the problem, the current workflow, or the existing code. We reply with a practical next step within one business day.
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The brief
Good software decisions begin with the constraint, not a list of features or a preferred technology.
Finding out about a bad stay only when the 1-star TripAdvisor review lands two days later?
Review request emails going out to every guest with no filter, including the ones who had a bad experience?
No visibility into whether the guest currently in Room 204 is happy or quietly dissatisfied?
Plain answer
RaftLabs builds custom hotel guest feedback software for hotels and serviced apartments in the US, UK, Ireland, and Australia. It covers in-stay micro-surveys, post-stay review routing to TripAdvisor and Google, PMS integration, and a real-time sentiment dashboard. A focused v1 launches in 8-10 weeks at a fixed $25,000 to $45,000; the full platform grows from there.
What to remember
Guest feedback is not a satisfaction metric. It is pricing power. Cornell University's Center for Hospitality Research found that a one-point gain in a hotel's online reputation score supports an 11.2% lift in average daily rate with no loss of occupancy (Cornell CHR, Anderson, 2012). What guests say, and how fast you act on it, moves the rate you can charge. That makes the collection and routing system one of the most commercially important tools a property runs.
That figure is the industry's, not ours. What we bring is the build: the trigger logic, the PMS integration, and the routing that make a feedback system work in live operations rather than in a demo.
Feedback system features
In-stay micro-surveys
Short, event-triggered surveys sent via push notification, SMS, or email at key moments during the stay. First impression check-in survey, post-housekeeping survey, pre-departure survey. 2-3 questions maximum to keep response rates high. Issues flagged in real time so staff can intervene before check-out.
Real-time issue escalation
A negative in-stay response triggers an immediate alert to the relevant department head or duty manager. The alert includes the guest name, room number, concern, and the response they gave. Each step staff take is logged against the alert so the management team can see which issues were resolved and in what time.
Post-stay review routing
After check-out, the system sends a review request. Satisfied guests are directed to TripAdvisor, Google, or Booking.com. Guests below the satisfaction threshold go to a private feedback form. The routing threshold is configurable. Each touchpoint is tracked so you know open rate, click rate, and conversion to public review.
PMS-triggered automation
Survey sends are triggered by real guest events pulled from the PMS: check-in, housekeeping, and check-out, with no manual list management. Guest contact details, arrival date, and room data come from the PMS automatically. Surveys stop automatically if the guest checks out early.
Sentiment dashboard
Survey responses and review text classified by topic: cleanliness, staff, food, location, value. Scores over time by property, season, and guest segment. Patterns surface that individual reviews hide. Exportable for management reporting and benchmarking.
Review monitoring and response workflow
New TripAdvisor and Google reviews surfaced in a single dashboard via API. Response templates per review type, editable by the management team. Manager reviews and approves before posting. Full response history logged per review.
Multi-property aggregation
Group-level dashboard for hotel chains and management companies showing sentiment scores, review volume, and issue escalations across all properties. Drill down to individual property or compare properties side by side. Role-based access so property managers see their property and group managers see everything.
| Manual review requests | PMS-triggered system | |
|---|---|---|
| Timing | A weekly export or a batch blast at a fixed hour | Fires on the real event: 2 hours after check-in, the day after housekeeping, 24 hours before departure |
| List hygiene | Cancelled and early-departure guests get surveyed anyway | PMS state stops sends to cancelled reservations and early check-outs |
| Wrong-guest sends | Common, and each one earns a negative response for a stay that never happened | The guest, room, and dates come from the PMS record, so the right guest gets the right survey |
| Unhappy guests | Routed to a public review page like everyone else | Routed below a configurable threshold to a private form, so recovery happens before the review posts |
| Sentiment routing | A spreadsheet someone reads on Monday | A negative in-stay response alerts the duty manager in real time, with guest, room, and the concern attached |
| Response workflow | Reviews answered when someone remembers | New reviews surfaced in one dashboard with templates and response-time tracking against an internal SLA |
How we work
We map your current review and complaint process, confirm the PMS integration method, and design the trigger schedule. Fixed price agreed before development starts.
Survey questions, routing logic, escalation flows, and dashboard views wireframed and reviewed with your operations team. Email and SMS templates designed in your brand.
Bi-weekly delivery. PMS integration and trigger logic tested end-to-end: guest checks in, survey sends, response received, dashboard updated. Review routing logic tested with real addresses.
Production deployment of the v1. Dashboard walkthrough with operations and management teams. Eight weeks of post-launch support included, then the platform grows from there.
No feedback system is neutral. Route it badly and it suppresses honest reviews, annoys guests, or drowns managers in noise. These are the failure modes we design against from week one.
Why us
The purpose of in-stay feedback is to catch dissatisfied guests while you can still fix the problem. A post-stay review form is damage limitation. We build the trigger logic and escalation flow that makes in-stay feedback actually work in operations.
Guest data comes from the PMS automatically, so survey timing aligns with actual stay events rather than a fixed schedule that reaches the wrong guest at the wrong time.
Scope and cost locked before development starts. Eight weeks of post-launch support included in the project cost.
Proof
City Break Apartments: 580+ active users on a guest experience platform we shipped, covering booking, check-in, and service management. Adjacent to feedback, on the same PMS-integrated operations we build guest surveys into. We understand how hospitality operations run and build software that fits into them.
Surveys trigger from real PMS events, not a daily export. The right guest gets the right survey at the right moment. We've integrated with Mews, Apaleo, Cloudbeds, and Opera.
Scope and cost agreed in writing before development begins. No open-ended billing after handover.
Bug fixes, trigger adjustments, and dashboard refinements after real guest data starts coming in.
Where this is heading: review platforms are rewarding response, not just volume. Google Business Profile and TripAdvisor both state in their own guidance that responding to reviews supports ranking and traveller trust, and AI answer engines increasingly summarise a property's reputation from that same public review text. A system that catches issues in-stay, keeps public scores honest, and tracks response time against an SLA is what feeds those summaries well. The properties that win the next few years will be the ones acting on feedback during the stay, not reading about it a week later.
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Read moreSurvey 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.
The first shippable slice is a focused in-stay and post-stay survey system with one PMS integration, routing logic, and a reporting dashboard. That launches as a validated v1 in 8-10 weeks at a fixed $25,000 to $45,000. From there the platform grows: sentiment analysis, multi-property aggregation, review-platform integration, and a response workflow take the full build to $50,000 to $80,000 over 12-14 weeks. 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.
Work with us
30 minutes. You leave with a scope, an integration plan, and a fixed cost. No commitment.