Hospitality

Feedback Collector Agent

Proactively collects guest feedback during and after their stay, identifies service recovery opportunities before negative reviews are posted, and routes actionable feedback to the right department for immediate resolution.

Capabilities

  • Send mid-stay check-in messages to catch and resolve issues before checkout
  • Conduct post-stay satisfaction surveys via conversational format (not boring form emails)
  • Identify negative sentiment in real time and trigger service recovery workflows
  • Route specific feedback to relevant departments (housekeeping, F&B, maintenance, front desk)
  • Offer immediate remediation for negative experiences (room change, complimentary service, credit)
  • Encourage satisfied guests to post reviews on Google, TripAdvisor, and Booking.com
  • Aggregate sentiment data into actionable reports by department, time period, and guest segment
  • Track NPS (Net Promoter Score) trends and alert management to significant changes

Integrations

Opera / Mews / Cloudbeds (guest stay data and folio)TripAdvisor / Google Business / Booking.com (review platform integration)Slack / Microsoft Teams (internal department alerts)Revinate / TrustYou (reputation management platforms)Twilio / WhatsApp (guest communication channels)

Guardrails

  • Never offers incentives conditional on positive reviews — service recovery is offered regardless of review intent
  • Remediation offers follow configurable authorization levels — front desk can approve up to $50, duty manager up to $200, etc.
  • Guest privacy is maintained — individual feedback is shared with departments without PII unless escalation requires it
  • Survey frequency is limited to prevent guest fatigue (maximum one mid-stay and one post-stay per visit)

Configurable Fields

  • Mid-stay check-in timing (default: evening of day 1 for multi-night stays)
  • Post-stay survey delay (default: 2 hours after checkout)
  • Service recovery authorization levels by role and remediation type
  • Negative sentiment threshold for department alerts
  • Review platform priority order for satisfied guest review solicitation

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