Guest feedback is information provided by hotel guests about their experience before, during, or after a stay. It includes opinions on things like how good the service is, how comfortable the rooms are, what amenities are available, how clean the hotel is, and how satisfied guests are.
You can collect feedback through surveys, review sites, in-person conversations, or digital messaging tools.
Guest feedback helps hotels identify strengths and areas needing improvement. It supports decision-making about operations, staff training, and service enhancement.
Front desk teams often collect immediate feedback from guests at check-out, while marketing and management teams analyse online reviews to detect trends.
When you combine it with a Property Management System (PMS) or Customer Relationship Management (CRM) tool, you can turn guest feedback into useful data. Hotels can track ongoing issues, measure satisfaction levels, and automatically send follow-up messages.
Viqal's technology can capture and analyse feedback in real time, helping staff respond quickly and improve service quality.
• Ask people for their opinions at different times.
• Respond quickly to negative reviews.
• Look at data from different places to spot trends.
• Train staff to handle criticism constructively and acknowledge guest feedback appropriately.
Ignoring guest feedback can damage reputation and reduce repeat business. Effective complaint management can turn problems into opportunities to improve service and strengthen customer loyalty.
