You rated the stay a 6. What would have made it a 10?
D
Post-Stay Survey
Evaluator agent · 1.9K uses
Evaluator Agent
Guest Complaint Recovery Feedback
The ticket says resolved. The guest is the only one who knows if that is true. Service recovery is the highest leverage moment in hospitality and the least measured. The ticket gets closed, the manager moves on, and nobody asks the guest whether the fix actually repaired anything. This conversation asks, while the stay is still fresh enough to matter.
Post-recovery loyalty measured
Failed recoveries caught same day
Teachable moments captured
Used 1,978+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What went wrong, in the guest's wordsWhat staff did about it and how quicklyWhether the recovery genuinely resolved how they feltWhether it merely closed the issueThe effect on willingness to stay againWhat would have made it right, if it did not land
Questions it always asks
The core fields every response captures.
Always ask whether the recovery genuinely resolved how they felt, not just the issue
Ask whether they would stay at this property again
How it adapts
Follow-ups that change based on what people say.
If the recovery failed, ask what would have actually made it right
If it succeeded, capture exactly what the staff member did so it can be taught
Where it routes people
Different paths for different answers.
Escalate any failed recovery to the general manager the same day
Send successful recovery examples to training as teachable moments
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #guest-experience in Slack immediately on a failed recovery
Update the guest record in HubSpot with the recovery outcome
Reopen the Zendesk ticket when the guest says the issue was not really resolved
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
After a complaint is resolved during a stay, the guest gets a short conversation. It asks what went wrong in their words, what staff did about it, and how quickly. It then asks the question the ticket cannot answer: whether the recovery actually landed, or whether it merely closed the issue. It closes on whether the experience changed their willingness to stay again.
Getting started
- 1
Trigger when a complaint is marked resolved in your property management system
- 2
Define the recovery behaviors you train so feedback maps to them
- 3
Set the rule that escalates a failed recovery to the general manager immediately
- 4
Track recovery success as its own metric, separate from complaint volume
Template Details
- Agent Type
- Evaluator
- Category
- Hotels and hospitality
- Industry
- Hotels & Hospitality
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Slack, Hubspot, Zendesk
- Times Used
- 1,978+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- A closed ticket records that staff took an action, not that the guest felt better. Those diverge often enough that complaint closure rates are close to meaningless as a loyalty measure.
- Post-stay surveys average the recovery into the overall stay score, so a badly handled complaint and a good room cancel out and the failure disappears.
- Static forms cannot ask the one question that matters, which is whether the gesture actually repaired the feeling or simply ended the conversation.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation asks directly whether the recovery resolved how they felt, keeping that separate from whether the issue was technically fixed. Those are different outcomes and only the first predicts rebooking.
- It captures what staff actually did, which turns successful recoveries into specific teachable behaviors rather than general encouragement to be empathetic.
- Where a recovery failed, it asks what would have made it right, which is usually smaller and cheaper than the compensation already offered and frequently turns out to be an apology that was never given.
What is service recovery?
Service recovery is what a property does after something goes wrong during a stay. It is one of the most studied phenomena in hospitality because a well-handled failure can leave a guest more loyal than a flawless stay, while a poorly handled one ends the relationship. Despite that, most properties measure only whether the complaint was closed, which tells them nothing about which of those two outcomes occurred.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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