Features
Guest Experience & Feedback
Every guest request handled, every comment heard.
The difference between a repeat guest and a one-time visitor is usually how they felt they were looked after, not just the room itself. Hospitality360 gives staff a structured way to receive and fulfil in-stay requests, collect feedback at checkout and after departure, and track what loyal guests prefer. Over time, guest profiles become richer and the team can deliver personalised service without anyone having to ask the same question twice.
- In-stay guest requests
- Post-stay feedback collection
- Review management
- Loyalty programme
- Guest communications
- Preference tracking
- 1Log and fulfil in-stay requests
- 2Collect feedback at checkout
- 3Track post-stay reviews
- 4Run a loyalty programme
- 5Communicate with guests before and during their stay
- 6Build rich guest preference profiles
Log and fulfil in-stay requests
When a guest calls the front desk or rings housekeeping, staff log the request — extra pillows, a wake-up call, a maintenance issue — against the room and guest record. The request is assigned to the right team, tracked until it is marked fulfilled, and flagged if it goes past a response-time target so nothing sits unresolved.
Collect feedback at checkout
At the end of the stay, the checkout screen prompts for a brief satisfaction rating across a handful of standard dimensions — room, service, food, cleanliness. The scores attach to the stay record and roll up into the property’s feedback dashboard so management can see trends by department and by period.
Track post-stay reviews
Log reviews from external platforms or direct correspondence against the guest and stay record. Staff can add a management response, mark the review as addressed, and the feedback becomes part of the guest’s history — so when they return, the team knows if there was a previous issue to redress.
Run a loyalty programme
Enrol guests in a loyalty tier, award points for stays and F&B spend, and redeem them on future visits. The loyalty balance is visible on the guest profile and at the front desk so redemption is handled at check-in or checkout without a separate system.
Communicate with guests before and during their stay
Send pre-arrival messages confirming details, sharing property information, and inviting requests for early check-in or special arrangements. During the stay, the team can follow up on requests or send service updates through the guest communication log.
Build rich guest preference profiles
Preferences noted during a stay — floor level, pillow type, dietary requirements, room temperature — are stored on the guest profile and surface at check-in for the next visit. The team delivers a personalised welcome without having to ask the guest to repeat themselves.