Operations / 04
Before, during and after: one coherent guest journey
Connect welcome messages, assistance and feedback without turning a stay into a stream of unnecessary messages.
- 01Before arrival
Link and useful information
- 02During the stay
Chat and staff requests
- 03After check-out
Questionnaire and ratings
Before: answer travel questions
The first message should explain the concierge and offer one clear invitation to open the link. Prepare directions and practical information. Keep private access instructions unavailable until the intended release window.
During: preserve context
A request may arrive across several messages. Time, party size and preferences often belong to the same topic. Staff need to read the conversation and distinguish new needs from added details, without treating every message as a confirmed commitment.
After: ask for useful feedback
A short questionnaire with 1–5 stars and comments helps identify recurring issues. If delivery is scheduled a number of hours after departure, confirm the check-out time first. Personalise the thank-you message and keep private feedback distinct from public reviews.
Before you activate
- A concise welcome message
- Requests followed through to resolution
- Confirmed check-out before scheduling
Frequently asked questions
Is the questionnaire a public review?
No. It collects feedback for the property and does not automatically publish reviews on external platforms.
Can a guest submit it repeatedly?
The personal questionnaire is designed for one final submission, preventing repeated responses from inflating statistics.