Hospitality Feedback

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Use Cases / Hospitality Feedback

Catch the bad night before Google does.
Hospitality feedback on WhatsApp.

Ask guests while the experience is still fresh. Promoters get the review link; detractors get a human recovery path before the complaint turns public.

68%Survey response

4.2xReview volume

41%Detractors recovered

Platform

HubSpot

Category Support Retention Communication

Industry Hospitality

Workflow steps

Trigger: Reservation end + 2h
Channels: WhatsApp Flow
5 steps - branched

The workflow

The post-visit feedback blueprint.

Trigger after the visit, collect an NPS score in WhatsApp, split promoter and detractor paths, and tag every guest cohort back in HubSpot.

Build it in Flowella now Try the diner view

app.flowella.io / workflows / hospitality-feedback

WhatsApp templates

Copy that saves the night.

Three templates run the feedback loop: NPS ask, promoter review CTA, and detractor recovery.

tmpl_nps_visit Post-visit NPS

Visit +2h

Your Brand

Thanks for visiting . Quick one-tap question: how was your experience today?

14:32✓✓

Start feedback

Business · online

CategoryMarketing

Localeen_GB

tmpl_review_promoter Promoter review CTA

Score 9-10

Your Brand

So glad you had a great visit. Would you leave us a quick Google review?

14:32✓✓

Leave a review

Business · online

CategoryMarketing

Localeen_GB

tmpl_recovery_detractor Detractor recovery

Score 0-6

Your Brand

Sorry it missed the mark. would like to make it right - what happened?

14:32✓✓

Tell

Business · online

CategoryMarketing

Localeen_GB

What it does

Five things that protect the rating.

01

Sends at the right moment - two hours after visit completion, while the memory is fresh.

02

Collects one-tap NPS - a WhatsApp Flow makes feedback quick enough to answer.

03

Routes promoters to reviews - happy guests get the Google review deep-link.

04

Routes detractors to recovery - unhappy guests get a named manager and a private channel.

05

Tags the cohort - promoter, passive, and detractor lists feed operations and marketing.

Deep dive

Why this feedback flow works.

Hospitality feedback only matters if it arrives before the public review. WhatsApp makes the private route easy.

01 Why WhatsApp NPS wins

A one-tap survey at visit +2h gets answered while the guest still remembers the meal, the service, and the mood.

Silent after "yes" — wire your Flow to the CRM milestone (donation cleared, booking confirmed, ticket closed) and let the thread go quiet the instant the job is done. No duplicate ask, no nudge — one trustworthy conversation people actually open next time.

02 How to enhance it

Add site-level routing, server tags, loyalty offers for promoters, and AI-drafted manager replies for detractors.

03 Gotchas

Do not send on no-shows, clamp to local quiet hours, use the correct review deep-link, and give managers the free-text issue.

The point: bad nights should end in the chat, not on Google.

Proof

What it looks like in the wild

CLIENT
LOGO

London restaurant group

Three sites, UK

We caught problems on the way out of the dining room, not on the way onto Google.

Sophie Bertrand

Group Operations Director

4.2xReviews per month

+0.4Stars on Google

41%Detractors recovered

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One-click build

Install Flowella and ship the NPS flow first.

Wire your booking data to HubSpot and run post-visit WhatsApp feedback today.

Build it in Flowella now View on HubSpot Marketplace →