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Hotel Guest Feedback Software to Enhance Customer Service

Heda by BOTSHOT automates the guest feedback system and helps improve the guest experience and satisfaction.

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How it works

01 Personalized Feedback Link
Guest receives personalized feedback link on preferred channel
04 Analyze Feedbacks
Hotels receives the survey on the dashboard within minutes of submission
02 Guest Submits the Form
Guest fills and submits the survey
03 Hotel Receives the Feedback
Analyze the responses to study trends and improve services
05 Mark Resolved
Change survey status as needed
06 Add Corrective Measures
Add corrective measures where needed

How BOTSHOT’s Feedback Software Improves Guest Satisfaction?

Do a pulse check of your guest during the stay to ascertain their comfort level and ensure a superlative stay.

Data Analytics

Analyse intensive data recieved real-time from a single dashboard

Track performance

Track department performance to implement necessary action plans

Anytime survey

Request feedback at any stage of the guest journey
Improve guest satisfaction

Simplify and streamline complaint management with Heda. Efficiently address guest concerns, track resolutions, and enhance overall guest satisfaction.

Discover the RCA of Negative Online Reputation

Discover the root causes of low-rated services and departments while analyzing the factors responsible for the hotel's negative reputation.

Issues Redressal

Automatic assign issues to the appropriate department and employee, ensuring a permanent solution is implemented.

Identify Top and Bottom Performing Depts and Services

Discover top and bottom-performing departments and services enables hotels to allocate resources efficiently, improve guest satisfaction, and enhance cost efficiency.
complaint management dashboard

Understand guest sentiments at a glance with Heda's Sentiment Analysis. Gain valuable insights from guest feedback to improve service and experiences.

AI-Based Sentimental Analysis

Understand guests' moods, and sentiment and find corrective measures.

Quick AI-Based Summary

AI-based Summary of your overall guest of the previous day rather than going into detail about every feedback and going through Length Excel.

Understand In-House Guest Pulse

Find what the guest thinks about your property during the stay.
sentimental analysis in heda

Boost revenue and enhance guest experiences by offering personalized upgrades and services to maximize guest spend.

Boost Booking Revenue

Boost booking revenue by asking guests for feedback, and inspire them to share it on TripAdvisor and the original booking source in case feedback is positive

Delight Guest

Delight guests by sending offers or campaigns to dissatisfied guests, referred to as 'Guest to Meet.' This will enhance guest satisfaction and, ultimately, boost profitability.
upselling in heda

Collect valuable feedback from your guests through a post-stay detailed survey and improve services based on guests' sentiments.

Customization

Choose between Short Survey, Detailed Survey and Empathetic survey

Data Analytics

Analyse intensive data recieved real-time from a single dashboard

Track performance

Track department performance to implement necessary action plans
post stay surveys templates

Collect valuable feedback from guests and improve guest satisfaction - completely on automation!

Heda by BOTSHOT is designed to simplify and automate the entire feedback process, giving you insightful information which will help you know your guests better to create memorable experiences.
10%
Reduced Business Cost
95%
Administrative Work Removed
30%
Increase In Positive Reviews
60%
Improved Guest Satisfaction

Comparison

Paper-based Feedback Form
Automated and personalized feedback
Privacy
Privacy-icon
There are chances of feedback solicitation while using paper-based feedback forms
Feedback is taken digitally which reduces the chances of solicitation
Time
Time-icon
Feedback forms are static, time-consuming and restrict the guests from expressing themselves
Feedback forms are adaptive and help understanding the guests’ satisfaction levels in detail
Safety
Safety-icon
Manual forms can easily be misplaced overtime
All feedback data is securely saved digitally for future referencing
Feedback
Feedback-icon
Participating in manual paper-based feedback may exclude certain guests
Automated feedback forms can be sent to all guests
Insight
Insight-icon
Data analytics is manual and time consuming
Insightful dashboard with rich real-time analytics

World Class Hotel Feedback & Satisfaction Survey Software

Most Popular
Premium
Perfect For luxury & Large Hotels

Features

WhiteTick
All Features Included In Growth Plan+
WhiteTick
Post Stay Surveys
WhiteTick
Sentimental Analysis

Channels

WhiteTick
All Features Included In Growth Plan+
WhiteTick
WhatsApp Lite

Essentials

WhiteTick
All Features Included In Growth Plan+
WhiteTick
1 Branded theme
WhiteTick
Custom Domain

Read More
Growth
Ideal for small & medium hotels (Upto 20 rooms)

Features

GreenTick
Report & Analytics
GreenTick
Instant Feedback
GreenTick
Complaint Management

Channels

GreenTick
Web
GreenTick
Microsite
GreenTick
Escalations & Reminders

Essentials

GreenTick
SSL

Read More
Most Popular
Premium
Perfect For luxury & Large Hotels

Features

WhiteTick
All Features Included In Growth Plan+
WhiteTick
Post Stay Surveys
WhiteTick
Sentimental Analysis

Channels

WhiteTick
All Features Included In Growth Plan+
WhiteTick
WhatsApp Lite

Essentials

WhiteTick
All Features Included In Growth Plan+
WhiteTick
1 Branded theme
WhiteTick
Custom Domain

Read More
Enterprise
Perfect for Brand with more than 10 outlets

Features

GreenTick
All Features Included In Growth and Preimum Plan+

Channels

GreenTick
All Features Included In Growth and Preimum Plan+
GreenTick
Unlimited Channels

Essentials

GreenTick
All Features Included In Growth and Preimum Plan+

Read More

Not sure which plan you need?

Compare Plans
Contactless solution

How Can Heda Transform Your Hotel's Reputation Management?

  • Transform your guest's experience by measuring your guest's feedback at every touchpoint with our empathy-based feedback system.
  • Our innovative hotel feedback tool streamlines internal communication between various departments by raising tickets if the feedback is related to the specific department.
  • With PMS integration, our guest feedback system Heda empowers hoteliers to interact seamlessly with guests by sending in-stay and post-stay surveys across multiple channels and capturing valuable feedback effectively.
  • Heda allows hoteliers to send customized feedback forms to their guests that align with their brand color and guidelines.
  • Your customers won’t be disappointed next time because our feedback software keeps track of repeated complaints and automatically raises tickets for negative feedback.
  • Maximize your guest satisfaction and NPS score with our sentimental analysis feature, helping you categorize customers' feedback by extracting positive and negative words and getting insights about guest sentiments.
  • Enhance guest engagement with WhatsApp integration on Heda. Easily communicate, gather feedback, and resolve issues via guests' preferred messaging platform for improved satisfaction.

Loved by 50+ Small, Luxury and Boutique Hotels

We are a leading platform of SaaS solutions for hotels of all sizes.
Through our technology, we help hotels elevate guest experiences, improve sales, cut costs and provide efficient workflows to staff.
What People Say About Us
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Maqsood A. (FOM - Radisson Mysore)
We are being using this from past one year and the experience with our guest and internal team has been been excellent, Everything is available on a click of a button and the support system from the company is excellent. In fact the software is built in such a way that there no question asked from company very user friendly.
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Parinay S. (AFOM - Roseate House New Delhi)
The best feature is when the guest is doing check in. It automatically picks up the details of the guest.
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Karan C. (DM - Leela Palace New Delhi)
The Software is super quick. Easy to Use. Every small detail is being taken in consideration for guest experience. Operations run super smoothly if this software is there in your backyard. Thanks to the Entire team of Botshot to adapt changes according to the demand and need of the industry.
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Jayant S. (FOM - Leela Palace Bangalore)
Fantastic product which is extremely user friendly, with efficient back end support. It meets requirements of hotels to have technology that meets all industry criterias of making processes classy, with warmth and attention to detail.
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Neema S. (GRM - Roseate House New Delhi)
Very good very helpful for team, getting guest feedback directly very much helpful
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Maqsood A. (FOM - Radisson Mysore)
We are being using this from past one year and the experience with our guest and internal team has been been excellent, Everything is available on a click of a button and the support system from the company is excellent. In fact the software is built in such a way that there no question asked from company very user friendly.
Hotel Logo
quoteLogo
Parinay S. (AFOM - Roseate House New Delhi)
The best feature is when the guest is doing check in. It automatically picks up the details of the guest.
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Integrations

ccavenue
FCS
Hotel Pms

Frequently Asked Questions (FAQs)

What is a hotel guest feedback management system?

A hotel guest feedback management system refers to the software or automated tool used to collect guest feedback through surveys, and feedback forms sent via preferred channels amongst SMS, WhatsApp, Email, etc.  

The collection of feedback is crucial to the working and success of a hotel. It is vital to understand the effectiveness of your services. Feedback is a part of the guest journey mapping, which is undertaken to identify and eliminate potential hiccups in the guest experience.  

Moreover, feedback help hotels learn if any of the guests had an unsatisfactory experience and turn that around through GTM. This is essential to avoid bad word of mouth from spreading about the hotel and loss of repeat business as a bad experience can lead 25% of guests to choose the competitors. 

Further, feedback is not restricted to only post-stay, but can be taken at any guest touchpoint to know the guests and their tastes and preferences better. Additionally, they can be in the form of short or detailed guest-survey forms or reviews and ratings on online travel websites or in-person with the hotel staff.  

Feedback is crucial to ensure an overall enhanced guest experience and journey. Feedback and surveys collected recorded and analyzed through automated tools are convenient to fill for the guests and study for the hotels.  

What is the importance of guest feedback for hotels?

Enhancement of services and guest experience 

Feedback helps a hotel collect and record guest satisfaction, pre-, during, and post-stay, and enhance or modify the services as per guest experience. They work as a piece of information that helps hotels ascertain the quality and effectiveness of their service. This further helps a hotel to improve any service that requires work and offer an even better experience to the guest during his/her repeat visit.  

Moreover, pre- and during-stay feedback and surveys help hotels to bridge the gap between guest expectations and guest service. Further, they allow hoteliers to provide service recovery before the guest has checked out, which vastly improves guest satisfaction. 

Feedback at any guest touchpoint is an insight into guest behavior and hence acts as a learning for the hotel to offer flawless services to the guest. This data is capable of bringing major changes in hotel services and amenities.  

Helps to know the guest better 

Feedback helps a hotel learn about guest behavior, tastes, and preferences and serve the guest better with the help of these metrics. It tells a hotel about the guest’s likes, dislikes, irks, and interests from the answers and comments that a guest fill in. 

Further, the results from feedback and survey forms can also be segmented so a hotel can understand guests from multiple countries and regions, trip purposes/types, or results from different OTAs and review sites.  

Moreover, feedback is a way to boost guest engagement especially pre-arrival and post-arrival when the guest is not physically present to interact or engage. Guest engagement at any level helps a hotel gather more and more guest insights, making the guest journey worth every penny.  

Identification of shortcomings and the fix 

Feedback is sort of a reflection of the quality of services and hospitality offered by the hotel. Therefore, these records help hotels in a major way to identify service gaps and lags and take necessary remedial measures to fix them.  

A hotel might not be able to identify the pain points while being at the provider's end. However, a guest’s perspective is the best way to understand the bottlenecks and work on them.  

While feedback help bridges any potential service gap while serving the guest or post-guest stay. Whichever may be the case, feedback is crucial to ensure repeat business as well as to attract new guests with enhanced services.  

Damage control and guest retention 

Feedback helps a hotel identify guests with negative guest satisfaction or sentiment at any point in the guest journey and reach out to them to turn their sentiments around.  

In simpler terms, feedback allows hotels to do some damage control and let the guest know that you have heard him/her and would ensure that the next visit would be better.  

This further helps the hotel to retain a guest who otherwise would have chosen a competitor for their next visit, owing to the ignorant behavior of your hotel. Instead, you would reach out to the dissatisfied guest, and invite him/her to visit again, with an assurance of enhanced services.  

Guest feels heard and valued 

Feedback offers guests a chance to let the hotel know what they thought about the hotel services and their journey as a whole. As a result, they feel that their opinion is asked for and they are being heard and appreciated. Further, the next time when they would visit and experience the suggested changes, they would personally connect with the brand and its growth.  

This enhances the guest experience and reinforces their trust in the brand.  

How to manage guest feedback in your hotel?

Feedback is collected in multiple ways; in-person, through messages and emails, and via travel websites or OTAs. In whichever way they are collected, they need to be stored properly, taken seriously, and used for the enhancement of services. 

Feedback and survey forms created to collect feedback in-person or through automated tools, pre-, during, and post-stay should be built keeping the services, amenities, and ambiance offered by the hotel in particular. It could be inspired by feedback forms of competitors, but the questions should be unique to the hotel. Guest satisfaction survey, whether short or detailed, should be able to provide guest insights into the hotel.  

Once feedback is received, the hotel staff should be aware of what needs to be done with it. Action required in the respective department or service should be discussed and communicated. This must be done in the shortest time possible to avoid the problem from reoccurring and turning into a negative review.  

Guests with negative sentiments should be identified through the GTM feature and should be reached out to on a priority basis. This is possible through automated feedback management tools like HEDA that offer hotels NPS (Net Promotor Score) to learn about the effectiveness of the feedback system and GTM to target the dissatisfied guest and turn their sentiments around.  

And the guests with positive and neutral feedback should be thanked for their valuable insights and time. They should be made to feel heard and valued too. The hotel can even offer some discounts or additional services as incentives for guests to leave feedback, reviews, and ratings.  

Feedback monitoring and management systems in hotels should be streamlined and accurate for them to fulfill their indented purpose. 

Guest feedback software/system are the best way to collect feedback at multiple guest touchpoints and store them to analyze services across various departments, and at the hotel level, at a centralized location with many additional features and functionalities.  

Automated feedback tools are easy to manage for the hotels and convenient for guests to fill as well. The data stored is organized and can be narrowed down to target different categories of guests, guest sentiments, and reviews.  

How can Heda help you to collect guest feedback?

Heda is a hotel guest feedback system by BOTSHOT that uses automation to collect instant guest feedback, record them and allow hotels to use the same for guest insights and reviews, in a simpler and more effective manner.  

This automated feedback collection and management tool is capable of recording guest feedback at any point in the guest journey or at multiple guest touchpoints.  

Our comprehensive feedback management system initiates feedback by sending personalized feedback links to the guest via WhatsApp, one of the largest global social platforms, or a platform preferred by the hotel. 

Afterward, as the guest fills out the feedback form, the hotel receives it, analyzes it, can also action feedback forms, and add corrective measures for the grey areas. The interactive dashboard provides real-time analytics, NPS, history of guest reviews, and ratings, among other things.  

Further, Heda allows a hotel to create its own feedback and survey forms with customizable features and content. Additionally, hotels can set dynamic rules and timings for post-stay surveys and upsell or provide offers for not only just disgruntled but VIP and loyal customers as well.  

Lastly, Heda handles reputation management for the hotels on major OTAs and TripAdvisor.  

Therefore, Heda allows hotels to get real-time guest insights on a dashboard, monitor hotel reviews and ratings and service performance on multiple social channels and OTAs, and take corrective action in a timely manner.  

It is a tool that maintains the overall health of the feedback management system, along with offering dynamic and comprehensive guest insights reports and delivering them at a preferred time.  

Heda by BOTSHOT is a powerful feedback tool that eases the whole feedback process for hotels and guests, alike, whilst giving optimal results.  

With a 95% decrease in administrative costs and a 60% increase in customer satisfaction, Heda serves its purpose and offers much more.  

How can guest feedback be seen directly in a PMS dashboard?

Through the integration of an automated feedback management system like Heda with the hotel’s PMS, guest feedback can be seen directly in the PMS dashboard.  

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