Case studies
Scenario: more positive reviews and fewer public complaints
30 September 2026
Happy guests rarely leave reviews, unhappy ones always do. Here is how to change the balance with NPS after every visit and AI replies to reviews.
Typical problems
- Satisfied guests leave quietly, and the rating is shaped by the few who were unhappy.
- The manager learns about a problem from a one-star review, when it is too late to fix it.
- Replies to reviews are written irregularly or not at all.
How it can be implemented in ResoGuest
- Request after the visit. After a visit or order the guest receives a short request to rate it (NPS or stars) in the messenger or by e-mail.
- Routing by score. High scores are invited to leave a public review on Google or Facebook; low scores stay private.
- Instant alert. A low score immediately notifies the manager, who can contact the guest the same day.
- NPS dashboard. Scores by day, by brand and by staff shift — visible in real time.
- Reviews and AI replies. With the Reputation module, reviews from Google and TripAdvisor are collected in one place, and AI prepares a reply draft for the manager.
- Win the guest back. An unhappy guest can receive a personal apology with a bonus through a journey.
What the client gets
- Problems surface privately and early, not in public reviews.
- More public reviews from satisfied guests.
- Regular, consistent replies to reviews without spending hours on them.
Who it fits
Any venue that depends on Google and TripAdvisor ratings: tourist areas, new openings, chains. Feedback & NPS is in Growth and above, Reputation in Pro and above. Contact us: [email protected]
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