CRM and Guest Engagement
Feedback, Complaints and Guest Communication
Every request and complaint owned, tracked and closed. Requests and complaints are logged against a guest and a room, assigned to a department with a due time and followed until closed. Feedback is recorded with the stay, and messages go to guests from the same place.
Guest Feedback · This month
Average score
4.6 / 5
Responses
312
Open complaints
4
Resolved in 24h
86%
Logged 09:10 by front desk · assigned to Maintenance · guest moved to 618
The problem
What goes wrong without it
- Complaints told to a staff member and never written down.
- No one accountable for closing a request.
- Messages to guests sent from personal accounts.
The result
What changes with CloudSon
- Fewer unresolved complaints.
- Clear accountability.
- A record of what guests are telling you.
Key features
What it does, in detail
What the labels mean:Available built and working in the productExpanding the core is built and more is being addedOn the roadmap coming next
- Expanding
Guest Feedback
Feedback and suggestions recorded per stay. A survey tool is on the roadmap.
- Available
Complaint Management
Complaints, requests and an action tracker, with an owner, a due time and a closing note.
- Expanding
Guest Communication
Confirmation letters and bulk messages by email from the guest experience hub. Other messaging channels are on the roadmap.
Workflow
How the work flows
The path a piece of work takes through this part of CloudSon.
- 1
Log
The request or complaint is recorded at once.
- 2
Assign
A department takes ownership with a deadline.
- 3
Resolve
The action is completed and noted.
- 4
Learn
Trends show repeated causes.
See Feedback, Complaints and Guest Communication in a personalised demo
Tell us about your property and we will show the screens that matter to you.