Hospitality Feedback

For hotels, restaurants, and venues, this workflow sends a short feedback request shortly after a stay or visit, invites happy guests to leave a public review, and quietly routes unhappy guests into recovery before a poor experience becomes a public rating.

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At a glance

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What this workflow does

A couple of hours after a visit (or the morning after checkout for hotels), the guest receives a one or two field rating form. Promoters are thanked and sent a review link while the experience is fresh. Passives are thanked and their feedback logged. Detractors get an apology, a follow-up form to capture what went wrong, and a service recovery action. Cohort tags let you spot patterns by venue, shift, or season.

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What you will need

• A WhatsApp Flow template for the feedback form (rating 0 to 10, optional comment)
• A second Flow template for detractor follow-up
• A visit or checkout property, and your public review page URL
• A feedback segment property and cohort tags

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Workflow steps

1. Trigger deal stage Completed or Visited, a date property after the visit, or enrolment from a booking confirmation workflow.
2. Timing delay 2 hours after a restaurant booking, or the morning after a hotel checkout.
3. Send feedback form personalised with first name and venue or visit date.
4. Wait for completion delay until Form Completed, up to 48 hours.
5. Branch on score:
   • Promoters (9 to 10) thank and send the review link, set segment to Promoter, optionally enrol in loyalty.
   • Passives (6 to 8) thank, set segment to Passive, create an internal task if specific feedback was left.
   • Detractors (0 to 5) apologise, send the detractor Flow, branch on the chosen recovery (discount, manager callback, or nothing needed), set segment to Detractor, and open a service ticket.
6. Branch, not completed one gentle nudge after 48 hours, then end.

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Tips and gotchas