Hearing how guests feel during the stay, not after

A negative review posted online is often a complaint nobody heard in time. Capturing it during the stay gives your team time to act.

The day after checking out, a guest writes that the air conditioning in their room made an unbearable noise and that they slept badly for three nights. Your general manager reads the review, calls maintenance, and discovers that nobody had been told. The problem could have been fixed on the first evening.

Questionnaires sent after departure arrive too late to put anything right. They measure, they do not repair.

Giving guests a simple way to say it

Many unhappy guests never complain at the front desk. They hesitate to bother anyone, dread a confrontation or assume it will change nothing. They wait until they are home to write about it.

The channel matters as much as the intention. A guest who has to find the right number, wait for a dial tone and then spell out their problem to an overstretched receptionist often gives up. A screen already open on their phone, in their language, makes it far easier to speak up.

With Hotella Guest App, or simply through the assistant, the guest can report a problem at any time, in a few words and in their own language. “The air conditioning has stopped cooling” becomes a request sent to maintenance, time-stamped, with the room number. They did not have to come downstairs, or explain it twice.

From “received” to “delivered”

A request is only worth something if it is followed through. In Hotella Pilot, maintenance sees the request arrive and takes it on, and its status changes to “in progress”. The guest sees this on their phone at the same moment.

When the technician has finished, the request moves to “delivered”. The guest knows someone has dealt with it, and the rooms division manager learns the next morning what happened overnight, without piecing events together from verbal handovers.

This follow-up changes the tone of the conversation. A guest whose problem was dealt with that same evening does not tell the same story as one left for three nights without news. The first leaves remembering an attentive team, the second a sleepless night.

A complaint resolved before it is published

What happens next matters as much as the repair. A word from the front desk the following day, a thoughtful gesture at breakfast, a room change offered in time: your team can still make a difference, because the guest is still there.

The analytics in Hotella Pilot then show you where requests cluster: a room whose air conditioning keeps coming up, a department whose response times stretch at weekends. You fix the cause instead of repeating the repair.

This is about memory far more than control: what was reported, in which room, at what time, and what was done. Your morning meeting starts from facts, no longer from everyone’s recollections.

We can show you this journey from start to finish during a demonstration. You will see a fault reported from a room, the team taking it on and the status changing before the guest’s eyes.