During the stay: the message that fixes problems before they end up in a review
By GuestChat Team ·
Many so-so reviews have something in common: the problem was there from day one and the guest didn't mention it until they wrote the review. An uncomfortable pillow, a blind that won't come down, a noise in the kitchen. Things you can fix in an afternoon if you find out in time.
Ask while it can still be fixed
The idea is simple: write to the guest once they've had time to settle in, but well before they leave. In Automatic messages you can create a message with its moment set to after check-in, for example one day later at noon. Something short and specific:
"Hi {nombre}, how is everything going at {alojamiento}? If anything is missing or not working, there's still time for us to fix it."
It's the How is everything going? message in the More reviews flow, which you can turn on as it is.
For keyless entry: ask if they got in
If your guests get in with a keypad or the virtual key, a message a few hours after check-in asking whether they got in without trouble catches the snags nobody mentions. It comes in the With a digital key or keypad flow.
What happens when they reply with a problem
If the guest replies that something is wrong, the AI opens a report and lets you know. From there you reply in your own words and the AI rewords it. Once the problem is solved, marking the report as resolved closes the loop.
If the report sits untouched for many hours, you get reminders. They're not there to stress you out: a guest with an open problem is writing their review in their head.
The guest's mood
In Conversations, the mood tag (Critical, Tense or Happy) tells you who to look after first. A guest who goes from normal to tense mid-stay is your signal to write to them yourself, even if the AI is answering them well.
What the AI already does on its own during the stay
- It answers everyday questions using your property profile: Wi-Fi, appliances, where everything is.
- It uses your Host's local recommendations before generic ones when guests ask where to eat or what to see.
- If the guest says they didn't get the access info, it resends your automated access message (if you have one set up) instead of just repeating the date.
- It opens a report as soon as something isn't working.
Common mistakes
- Asking too early. Two hours after arriving, the guest hasn't discovered anything yet.
- Asking too much. One message mid-stay is enough. Three is pestering.
- Asking and not being able to follow up. If you ask whether anything is missing, have someone ready to bring it.
- One-night stays. For a one-night getaway, the mid-stay message isn't needed: a good welcome with everything they need works better.
This week's checklist
- Create or turn on the mid-stay message.
- Fill in the Host's local recommendations in Services & Policies.
- Every morning, check the conversations that have a mood tag.
- Close reports when they're resolved, so you don't get reminders about things that are already sorted.