Guest Engagement
Ask during the stay.
Act while it matters.
Build feedback forms, choose the guests and timing, and review their responses. Keep useful messages and hotel offers in the same guest journey, with context for personal follow-up.
Actual My Stay screens · Demo property
- Used by
- Guest relations & experience teams
- Reaches guests in
- The Guest App
- Managed through
- Forms, messages & offers
A closer look at Guest Engagement.
01Guest feedback
Ask a question at a deliberate moment.
Build feedback forms around the experience you want to understand. Target the right guests and schedule delivery rather than relying on a single end-of-stay question.
- Your questions, your audience
- Build custom forms and satisfaction questions. Target guest segments using the form’s audience rules instead of sending every form to everyone.
- Timing around the stay
- Send manually or use daily, weekly and custom schedules. Stay-relative options include check-in, check-out and a chosen number of days before departure.
02Messages & updates
Give useful updates a place to land.
Keep useful hotel information and personal service updates close to the guest. Manage messages as part of the experience, with a history guests can return to.
- Plan the communication
- Manage announcements, scheduled messages and personal notifications. Guests also receive updates connected to their service activity.
- Keep a history
- The guest app retains notification history so a message can be revisited. Your team can review communication activity in the workspace.
03Offers & experiences
Present an offer with clear conditions.
Present relevant hotel offers with the conditions needed to make them clear. Follow the actions guests take to understand which experiences attract interest.
- Set eligibility and timing
- Define when an offer applies and which guests are eligible. Redemption controls make the conditions part of the offer.
- Understand the response
- Engagement events record guest actions so your team can review interest in the experiences it publishes.
04Service recovery
Make listening part of the service response.
Use satisfaction responses and service context to guide intervention. Give the team a way to recognise a problem and follow it through.
- Review before responding
- Read satisfaction responses alongside the guest’s service context. The team can decide where a personal conversation is needed.
- Follow the recovery
- Use service recovery follow-up to keep attention on an unresolved experience. Guest-controlled preferences add context without replacing a direct conversation.
In practice
A mid-stay response becomes a conversation.
Feedback is useful when the right team sees it while there is still time to help.
Prepare the invitation
Create a short form, select its audience and schedule delivery during the stay.
Review what comes back
Read the responses and identify the experience that needs attention.
Follow through personally
Contact the guest through your service process and track any recovery work with the team.
Your setup
Fit it to the way
your hotel works.
These are the decisions we work through together before rollout.
See the rollout steps- Questions and audience
- Choose the experiences you want to understand, then prepare the questions and guest targeting rules.
- Delivery rhythm
- Agree the timing of feedback invitations and useful hotel messages so communication fits the guest journey.
- Follow-up ownership
- Assign responsibility for reviewing responses and handling service recovery. The team decides the appropriate action.
Before you decide.
Practical answers about Guest Engagement.
Can we create our own feedback forms?
Yes. You can build custom forms and satisfaction questions, target guest segments, schedule delivery, and review responses.
Can we promote hotel experiences?
Offers can include eligibility, timing, and redemption controls. Engagement events help show which experiences guests discover and choose.
How do guest preferences fit in?
Guests control their personal preferences. Those choices give relevant context for a more considered experience, alongside messages, service requests, and feedback.
Where it connects.
Guest Engagement gathers responses and delivers relevant communication. Guest App is where guests participate, and Hotel Operations supports the service work that follows.
Let’s make it work for your property.
Make room for a better guest conversation.
Explore Guest Engagement with a walkthrough of the workflows and configuration relevant to your hotel.
Book a personal demo