Hospitality · Guest Care

Guest Complaint Triage & Service Recovery

Catch dissatisfaction during the stay and recover it before it becomes a public review.

Apps this needs

WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Agent monitors in-stay messages for negative sentiment.
  2. Classifies severity and escalates anything serious to the duty manager, pulling the guest's profile from the CRM so nothing needs repeating.
  3. For resolvable issues, offers an immediate remedy within policy limits.
  4. Follows up after resolution to confirm satisfaction before checkout.
  5. A second issue in the same stay auto-escalates to a human, regardless of severity.

Data sources

In-stay messaging sentiment Service recovery policy

What it targets

  • In-stay complaints resolved before checkout Target 85%
  • Negative reviews following a resolved in-stay complaint Target -5%