A guest checks out tomorrow, but the room issue started yesterday. When does the hotel find out? If the first mention appears in a public review after departure, the team has missed an opportunity to help during the stay. The practical question for hotel leaders is how to make that opportunity easier to recognize and act on.
Guests will not all raise a concern in the same way. Some will call the front desk immediately. Others may hesitate, decide the issue is too small to mention or prefer a private way to explain what happened. An additional feedback option can make room for those different preferences without replacing a conversation with a team member.
Make the invitation clear
Start with the invitation. Tell guests they are welcome to share what is working and what needs attention while they are still on property. Keep the explanation short and clear. The purpose is to hear about their experience, not to steer them toward a particular rating. Staff should understand the invitation well enough to explain it naturally.
Then walk through what happens when a concern arrives. Who receives the feedback? Who decides the next action? Who checks back with the guest? Those questions sound straightforward, but they deserve explicit answers. A process that depends on someone happening to notice a message can leave the guest waiting while several people assume another person is handling it.
Follow the concern through
Consider a room issue that needs maintenance attention. The person receiving the feedback should know how to involve the right department and what information that department needs. If the work cannot be completed immediately, the guest still deserves an accurate explanation of the next step. Avoid promising a specific resolution before the team knows what is possible.
The final check-in matters, too. A request marked complete tells the hotel something about the task. A conversation with the guest helps establish whether the solution actually helped. The concern may have been addressed technically while an inconvenience or unanswered question remains. Following up gives the team an opportunity to understand that difference.
Make room for positive feedback
Feedback also includes good news. A specific compliment can tell a manager which employee helped and what the guest appreciated. Making space for positive comments keeps the process connected to the full guest experience, rather than treating every submission as a complaint. It also gives managers something useful to share with their teams.
CruVu, Customer Powered Recognition from Lodging Interactive, captures private, in-stay feedback and provides low-rating alerts that can bring concerns to the hotel’s attention. Positive feedback can support recognition, and recurring themes can guide coaching. The hotel team still owns the response and follow-through. Technology can help make the information visible; people decide what to do with it.
For your next operations meeting, choose one realistic concern and walk it from receipt to the final guest check-in. If the responsibilities are unclear, start there. To explore how CruVu could support that process, contact Lodging Interactive for a walkthrough focused on your property’s needs.
DJ Vallauri – Founder & CEO of Lodging Interactive
About Lodging Interactive
Since 2001, Lodging Interactive has been a leading provider of Hospitality Guest Experience, Reputation Management & Digital Marketing Solutions, serving hotels, resorts, restaurants, and hospitality management companies throughout North America. Headquartered in Parsippany, New Jersey, the company delivers an integrated portfolio of services designed to help hospitality organizations strengthen guest engagement, elevate their online reputation, and drive measurable business growth.
Built on more than 25 years of hospitality expertise, Lodging Interactive combines strategic insight with a 100% human-led service model to help branded hotels, independent properties, restaurants, and management companies transform guest interactions into stronger relationships, enhanced brand loyalty, and exceptional guest experiences.
The agency’s commitment to excellence has earned numerous industry accolades, including the HSMAI Adrian Award and prestigious honors from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards.
Lodging Interactive’s comprehensive hospitality solutions include CruVu™ Customer-Powered Recognition, Guest Review Response Services, Social Media Amplified, Search Engine Optimization (SEO), Generative Engine Optimization (GEO), website design, guest engagement solutions, and strategic digital marketing services—all purpose-built to help hospitality organizations create exceptional guest experiences that inspire trust, loyalty, and long-term success.
For more information, please email hello@lodginginteractive.com, call 877-291-4411 ext. 704, or visit the company’s website at LodgingInteractive.com.