Automation

Guest Satisfaction Survey: Capture the Experience Before Guests Check Out

Guest satisfaction peaks in the first few hours after checkout. Deploy this automation and a short survey fires at that window, capturing specific experience data before it fades and before guests find TripAdvisor.

Hospitality businesses collecting satisfaction surveys before checkout reduce negative public reviews by 33% in the first 90 days

How it works

  1. 1

    Trigger: guest checks out

    Fires automatically the moment the guest checks out.

  2. 2

    Guest survey goes out at checkout

    Delivered via SMS or Email the moment the stay or visit ends.

  3. 3

    Routed by how the stay went

    A low score reaches the property manager while the guest is still on site.

    ✓ Invited to review while checkout is still fresh.

    → Routed to the property manager before the guest leaves.

  4. 4

    Guest experience dashboard

    Scores by stay type and date, updated as responses come in.

Sample survey questions

Guest experiences are vivid immediately after they end and become increasingly generalised over the following days. A guest who had a specific complaint about room temperature or a catering quality issue can describe it precisely on the day they leave. Ask them the same question a week later and you get a vague impression, if you get a response at all. Deploy FeedbackRobot's guest satisfaction automation and the survey arrives at the right moment. For hotels, a text goes out on departure morning. For restaurants, it fires within an hour of the bill being paid. For event venues, it goes out as guests leave. The timing captures the experience while it is still specific and while the guest is still in a receptive emotional state. Guests who flag a concern privately, before they have had a chance to post, give you the opportunity to respond and address the issue the same day. That intervention, when handled well, frequently converts a guest who was about to leave a negative review into one who becomes a loyal customer. Guests who rate their experience positively receive a follow-up invitation to share it on the platform that matters most to your business.

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Frequently asked questions

Does the timing differ between a hotel stay and a restaurant visit?

Yes. For hotels it fires on departure morning, for restaurants within an hour of the bill being paid, for event venues as guests leave, the automation adapts the trigger to the type of hospitality business connected.

What happens if a guest flags a concern while still on-site?

The private response routes to your on-site team immediately, giving staff a chance to address it in person before the guest even checks out, not just after the fact.

Can happy guests be directed to a specific platform, like TripAdvisor instead of Google?

Yes, the review destination is configurable per property, some businesses prioritize TripAdvisor for international guests and Google for local search visibility.

Does this integrate with a PMS or booking system directly?

It can connect via API to most property management and booking systems, so checkout or reservation-end events trigger the survey without manual intervention.

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