Ask guests while the experience is still fresh. Promoters get the review link; detractors get a human recovery path before the complaint turns public.
Trigger after the visit, collect an NPS score in WhatsApp, split promoter and detractor paths, and tag every guest cohort back in HubSpot.
Three templates run the feedback loop: NPS ask, promoter review CTA, and detractor recovery.
Hi {{firstname}}, hope you enjoyed your meal at {{restaurant_name}}. 🍷 We'd love a quick word about how it went.
Welcome back — we hope you had a lovely time. Tell us how it went. It only takes 30 seconds and helps us keep getting better.
How was your visit overall?
Managed by Discover Digital · Learn more
Thanks {{firstname}} — thrilled you enjoyed {{restaurant_name}}. Would you leave us a quick Google review? It takes under a minute.
Sorry it missed the mark, {{firstname}}. {{manager_name}} would like to make it right — what happened?
Sends at the right moment - two hours after visit completion, while the memory is fresh.
Collects one-tap NPS - a WhatsApp Flow makes feedback quick enough to answer.
Routes promoters to reviews - happy guests get the Google review deep-link.
Routes detractors to recovery - unhappy guests get a named manager and a private channel.
Tags the cohort - promoter, passive, and detractor lists feed operations and marketing.
Hospitality feedback only matters if it arrives before the public review. WhatsApp makes the private route easy.
A one-tap survey at visit +2h gets answered while the guest still remembers the meal, the service, and the mood.
Add site-level routing, server tags, loyalty offers for promoters, and AI-drafted manager replies for detractors.
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.
We caught problems on the way out of the dining room, not on the way onto Google.
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Wire your booking data to HubSpot and run post-visit WhatsApp feedback today.
