Guest Satisfaction Survey & Service Recovery System
A done-for-you hotel automation built for the Hotel General Manager, connecting Twilio so the work below happens on its own.
What this automation does, step by step
Every guest who checks out receives an automated satisfaction survey via text within two hours of departure.
Guests who rate their stay below a set threshold trigger an immediate alert to the general manager with the specific complaints flagged, along with a pre-drafted personal response and a recovery offer (a discount on a future stay or a points credit) that the GM can approve and send in one click.
Positive reviews from the survey automatically prompt the guest to post on TripAdvisor or Google, while negative feedback stays private and gets resolved directly.
The hotel's online reputation improves systematically because unhappy guests are intercepted before they reach a review site.
- Guest messaging platform (e.g., Revinate, Medallia, or Cloudbeds)
- Zapier or Make.com
- Twilio (post-checkout SMS survey)
- OpenAI API (personalized recovery response draft)
- Google Business Profile API (positive review redirect)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
Without automation, a hotel general manager has to notice problems after they've already happened, then scramble to fix them manually one at a time. Over a month, those small manual steps add up to a significant amount of lost time.
With this automation
- Review requests timed to the moment the job is done
- Instant manager alerts when a customer reports a problem
- Alerts when a new review needs a response
- Survey and NPS results that reach the people who can act
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