Turn guest feedback into a conversation.
Ask guests about their experience at the moment you choose, follow up on what they say and keep the useful detail. When something needs attention, StayAssist can bring in the team or continue through the workflow you have set up.
Comfortable overall. The arrival instructions could have been clearer.
A short answer rarely tells the whole story.
A score or form response can show that something stood out. It may not explain why. A feedback conversation gives the guest room to add detail while the property and stay are still part of the context.
- 01
Ask
Begin with a configured question about the guest's experience.
- 02
Understand
Use a relevant follow-up when the first answer needs more context.
- 03
Preserve
Keep the response and the path it took available for later review.
The goal is not more questions. It is a more useful answer.
Ask the right question at the right moment.
Ask after the stay, during the stay or at another moment that suits the purpose. Reservation timing, communication windows and useful guest or property context help shape when the conversation happens.
When to ask
What to ask
Ask about the overall experience or focus on one part of the stay. A follow-up can respond to what the guest says instead of forcing every conversation through the same fixed list.
- Voice
- Voice conversations support 26+ languages, subject to language and provider availability.
- Portfolio
- Use the same feedback approach across properties while questions, local context, language and team paths stay appropriate to each setup.
Outbound AI voice is the conversational channel. SMS and WhatsApp support outbound steps; OTA/PMS messaging is outbound where supported by the connection.
Reservation data and stay events depend on the source, integration and permissions.
Ask about the parts of the stay that matter to your operation.
The conversation can stay broad or focus on one relevant part of the guest experience.
- 01
Overall stay
Understand what shaped the guest's experience, not only whether it was good or bad.
- 02
Cleanliness
Capture the area or detail the guest wants the team to review.
- 03
Arrival information
Learn whether instructions were clear and where confusion remained.
- 04
In-stay experience
Ask whether anything needs attention at a configured moment during the stay.
- 05
Specific positive detail
Preserve what worked well without turning the conversation into a public-review request.
Each example is configured for the operation; none is a mandatory script or survey template.
Hear the detail behind the first answer.
StayAssist can use the guest's answer to ask a relevant follow-up, collect the detail and decide whether to complete the feedback path or involve the team.
StayAssist follows the configured conversation. It does not claim perfect understanding or decide that a concern has been resolved.
When something needs attention, keep the next step clear.
A guest may describe a concern, ask to speak with someone or provide detail that needs human judgment. StayAssist can preserve that result and move it toward the configured team path without promising the outcome.
- 01
Issue reported
Keep the guest's description and the relevant conversation context available for review.
- 02
Team follow-up requested
Bring the result into a configured team step without implying immediate availability, compensation or resolution.
- 03
No answer
Record the contact outcome and follow the configured retry, outbound-channel, team or stop path.
Keep the feedback result visible.
Review what the guest said, how the feedback path continued and where it ended, with the transcript, AI summary and workflow detail available when needed.
- 01What the guest said
The transcript and AI summary keep the useful detail together.
- 02How the path continued
See the contact outcome and the workflow steps that followed.
- 03Where it ended
Keep the final result visible for team review.
History supports operational review. It is not a satisfaction benchmark, sentiment dashboard, legal proof or guarantee that a reported issue was resolved.
When the result needs to continue, Workflow Follow-Through can carry it toward a team step, another workflow or a supported connected action. The destination and available action depend on the setup and provider.
See Workflow Follow-ThroughOptional supporting detailWhen agreed fields are needed after the call, structured post-call extraction is available as a separate usage-based add-on. Available fields and connected actions depend on the configured workflow and supported destination.
Practical questions about guest feedback.
What kind of feedback can StayAssist collect?
StayAssist can ask configured questions about the overall stay or a relevant part of the guest experience, collect a spoken response and ask a follow-up based on what the guest says. It is not presented as an unrestricted survey builder or NPS platform.
When can the feedback conversation happen?
It can be configured after the stay, during the stay or at another appropriate moment. Reservation timing, communication windows, available context and the workflow setup determine when contact is attempted.
Can StayAssist ask follow-up questions?
Yes. During a voice conversation, StayAssist can use the guest's answer to ask a relevant follow-up, collect more detail and continue according to the configured path.
What happens if the guest reports a problem?
StayAssist can capture the concern, ask for relevant detail and carry the result toward a configured team or operational step. It does not guarantee compensation, remediation or resolution.
What happens if the guest does not answer?
No answer is recorded as its own contact outcome. The workflow may retry later, use another supported outbound channel, continue to a team step or stop, depending on the configuration.
Can the team see what the guest said and follow up?
The team can review the relevant call and workflow history, including the outcome, transcript, AI summary and how the path continued. Team follow-up can be configured, but availability, response time and resolution are not guaranteed.
Does Guest Feedback ask for public reviews or make sales offers?
No. This workflow is designed to collect private operational feedback. It does not add a sales offer during feedback collection or ask guests for a public review.
Make guest feedback part of a useful conversation.
Tell us when you want to ask, what you need to understand and when the team should enter the path.