How to get hotel guest feedback with a call after checkout

Why a call and not a form

Most guests ignore the paper form in the room and the survey link in a text. Only the very happy and the very unhappy write. On the phone, a guest tells you everything in two minutes: cold breakfast, a noisy air conditioner, a helpful receptionist.

And an unhappy guest tells you first, not a review site, so you have time to fix it and win them back.

When to call, and whom

• One to two days after checkout. A week later the details are gone.
• In the daytime, for example 11:00–19:00. If they’re driving or at work, ask when suits them.
• The person who stayed, not the one who booked: a secretary who booked for a colleague knows nothing about the room.
• Only guests who left a number and don’t mind a call. Remove any number that said “don’t call me”.
• Regular guests and corporate guests first: they’re the ones who come back.

The call: three questions

1. 1Introduce yourself and the reason: “Assalomu alaykum, this is Malika from Chinor Hotel. You stayed with us for two nights and we’d like your opinion. Do you have two minutes?”
2. 2Ask for a score: “From 1 to 5, what would you give us?” The number lets you compare months later.
3. 3Ask what they liked. Note the name of any staff member they praise and pass it on.
4. 4Ask what to fix: “If we could change one thing, what would it be?” It gets far more answers than “Was everything fine?”.
5. 5Say thank you. If you have a discount for returning guests, mention it in one sentence, with no sales pitch.

Two or three minutes is enough; a ten-question survey tires people out.

When the guest complains

A complaint is the most valuable answer you’ll get. Don’t interrupt and don’t make excuses. Write down what happened, which room and which day, apologise, and say who will call back and when. Don’t promise a discount or refund: the manager decides.

That day a technician checks room 312, and the manager calls at the agreed time. If the promised call never comes, the guest is let down twice.

Where to record answers and what to track

Once a month, look at two things: the average score and the most common complaint. For example, you reached 80 guests in a month and 14 were unhappy with breakfast, so start with breakfast. These numbers are only an example.

Handing the calls to an AI operator

A receptionist can’t call, for example, 30–40 guests every evening. With Sado’s AI outbound calls you upload the list of guests who checked out as an Excel file in the portal’s Auto-calls section and set the questions and calling hours.

The operator, Malika or Shohruh, talks with each guest live in Uzbek or Russian and records the score, the likes and the complaints in separate fields. If a guest says “call me later”, it calls back at that time. A number that says “don’t call me” isn’t called again.

Every call’s recording and transcript are in the portal, the answers download to Excel, and a call card can go to the hotel’s Telegram group so the manager sees a complaint at once. The same operator answers incoming booking calls and questions: AI call answering. Try it live or call 78 778 01 23.

Questions