Trusted by Nordic hotels
The Challenge Hotels Face
Guest feedback is gold for hotel improvement, but most properties struggle to collect it effectively. Traditional post-stay email surveys achieve dismal 5-10% response rates—meaning you hear from only a fraction of guests, usually those with extreme experiences (very positive or very negative). The timing is often wrong too: surveys sent days after checkout arrive when guests have mentally moved on. Meanwhile, issues that could have been addressed during the stay go undetected until they appear in public reviews. When feedback does arrive, it often sits in spreadsheets, never reaching the departments that could act on it. The result is a reactive approach to guest experience: you learn about problems from TripAdvisor reviews instead of solving them before checkout. Properties miss opportunities to recover dissatisfied guests, capture testimonials from happy ones, and systematically improve operations based on real guest input.
The Scale of the Problem
5-10% response rate
Typical email survey completion for post-stay feedback
Hospitality industry benchmarks
72 hours delay
Average time between checkout and survey send, reducing relevance
68% of issues
Are discovered through public reviews instead of direct feedback
Guest experience research
33% of negative reviewers
Would have provided feedback privately if asked during stay
How Opally Helps
Opally's Email and Messaging solutions create a comprehensive feedback collection system that captures insights at the right moments. During the stay, quick satisfaction checks via messaging catch issues while they can still be resolved—turning potential complaints into recovery opportunities. Post-checkout, personalized survey requests go out within hours via the guest's preferred channel, achieving significantly higher response rates. AI analyzes responses in real-time, routing urgent issues to appropriate staff and identifying patterns across all feedback. Happy guests receive gentle prompts to share their experience on review platforms, while dissatisfied guests get immediate follow-up before frustration turns into public criticism. All feedback flows into a centralized dashboard where management can track trends, compare periods, and measure improvement initiatives.
Relevant Features
In-Stay Satisfaction Checks
Quick pulse surveys during the stay catch issues before checkout.
Enables service recovery while guests are still on property.
Optimized Survey Timing
Post-stay requests sent within hours of checkout when memory is fresh.
Dramatically improves response rates compared to delayed emails.
Multi-Channel Delivery
Surveys via email, SMS, or WhatsApp based on guest communication preference.
Reaches guests on their preferred channel for higher engagement.
Sentiment Analysis
AI categorizes and prioritizes feedback by urgency and topic.
Routes critical issues to staff immediately for fast resolution.
Review Platform Integration
Guides satisfied guests to share feedback on TripAdvisor, Google, etc.
Converts positive private feedback into public reputation boost.
How to Get Started
Survey Design
Configure your feedback questions, rating scales, and follow-up logic for different scenarios.
Timing Configuration
Set up in-stay check-in points and post-stay survey delivery timing.
Channel Setup
Enable survey delivery via email, SMS, and WhatsApp based on guest preferences.
Alert Routing
Define escalation rules for negative feedback and staff notification workflows.
Analytics Dashboard
Configure reporting views for management to track satisfaction trends and improvement metrics.
Expected Results
Higher Response Rates
Multi-channel, well-timed surveys dramatically increase participation.
3x higher feedback response rate
Real-Time Issue Detection
In-stay checks catch problems while recovery is still possible.
60% of issues resolved before checkout
More Public Reviews
Satisfied guests guided to share positive experiences publicly.
40% increase in positive reviews
Faster Service Recovery
Immediate alerts enable quick response to dissatisfied guests.
Under 2 hours response to negative feedback
Actionable Insights
AI-organized feedback reveals patterns and improvement priorities.
Clear operational improvement roadmap
“With Opally, our receptionists save 12 hours per week on emails. I'm so happy that every hour my receptionists save on writing emails - they can instead spend talking to, having fun with and providing presence to the guests.”
Hotel Types Most Affected
Frequently Asked Questions
When is the best time to send post-stay surveys?
Within 2-4 hours of checkout achieves the highest response rates. The experience is still fresh, and guests often have downtime (at airports, in transit) to complete feedback.
How do in-stay satisfaction checks work?
A brief message during the stay (e.g., day 2 of a 3-night stay) asks if everything is going well. Negative responses trigger immediate staff follow-up for service recovery.
Can we customize survey questions?
Yes—you control the questions, rating scales, and logic. Different room types or guest segments can receive tailored surveys.
How does the system encourage public reviews?
Guests who give positive feedback receive a thank-you message with easy links to leave reviews on TripAdvisor, Google, or your preferred platforms. Dissatisfied guests get follow-up instead, not review prompts.