Can AI send post-stay feedback requests to hotel guests?
AI agents can be configured to send automated post-stay communications at defined intervals after a guest's departure, a same-day thank you message, a 24-hour satisfaction survey, and a review request at 48 to 72 hours after checkout.
These messages are triggered automatically by checkout events in your PMS, requiring no manual sending from staff.
The survey results are captured in Televanta's dashboard and, where integrated, pushed to your CRM or reputation management platform.
Guests who rate their experience below a threshold trigger a separate private feedback follow-up rather than a public review request, protecting your online reputation.
For example, a boutique hotel configures Televanta to send a personalised thank you SMS within one hour of checkout, a satisfaction survey at 24 hours, and a TripAdvisor review request at 72 hours, but only to guests who rated their satisfaction above 4 out of 5.
In the first 60 days, the hotel's monthly TripAdvisor review volume increases by 340 percent and its average score improves from 4.1 to 4.6.
A resort group deploys Televanta's post-stay communication flow across three properties.
Guests who give a low satisfaction score receive a private follow-up message with a direct link to the general manager's contact rather than a public review request.
The group's negative online review rate drops by 62 percent within 90 days because unhappy guests are channelled to private resolution before they reach public platforms.
Key benefits
- Sends post-stay thank you messages, satisfaction surveys, and review requests automatically with no manual effort
- Triggers review requests only for high-satisfaction guests to protect your online reputation from negative reviews
- Routes low-satisfaction guests to a private feedback channel before they reach public review platforms
- Significantly increases the volume of positive online reviews by making the request at the right moment automatically
Why Televanta?
Televanta's post-stay communication automation turns the checkout moment into the start of a reputation-building process rather than the end of the guest relationship. Hotels using Televanta's review request automation consistently report significant increases in online review volume and score improvements within the first 90 days, driven by the combination of perfect timing, personalised messaging, and the smart routing of unhappy guests to private resolution. The platform handles the entire post-stay communication flow automatically so your team focuses on the next arriving guest rather than chasing feedback from the last one.
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