> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Hospitality Feedback

> Catch a bad night before it reaches Google: WhatsApp feedback after a stay or visit, promoter review prompts, detractor recovery, and cohort tagging.

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.

## At a glance

|               |                                        |
| ------------- | -------------------------------------- |
| **Trigger**   | Visit or stay completed                |
| **Channels**  | WhatsApp                               |
| **Templates** | Feedback Flow plus detractor follow-up |
| **Platforms** | HubSpot                                |

## 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.

## 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

## 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.

## Tips and gotchas

<Tip>
  Keep the first form to one or two fields and send the review link immediately after a high score. Cohort tags by shift or venue turn individual feedback into operational insight.
</Tip>