Ask every guest how their stay went, by text, before they say it in public.
Add a guest question to any automation. Hello Hotel texts your guest the question with numbered choices, waits for the reply, and routes it: after checkout, happy guests get your review link and unhappy ones get a note to your manager. It is one text from your own number, with no form.
A guest survey that is just a text message.
Guests already answer texts. This is what it takes to let one text ask the question and act on the answer.
One question, a few choices, a human reply.
You write the question in your own words and give guests two to five numbered options. “How was your stay? Reply 1 for great, 2 for fine, 3 if something went wrong.” Then you write what comes back for each answer, so a 1 gets a real thank-you and a 3 gets an apology in your hotel’s voice, not a canned survey response. Answering takes a guest about four seconds.
The answer sets the path.
Every option gets its own branch in the workflow, plus one for a reply that isn’t a number and one for no reply at all. A “1” can send your review link. A “3” can tag the guest, add a note to your manager, and send an apology that says a person is on it. Silence can do nothing, or add a tag so you know who never answered.
Your team only sees what needs a person.
A guest who replies with a number never becomes work for anyone. The reply shows in the conversation, but it doesn’t mark the thread unread or send a push notification. The problems are what surface: a “3” can tag your manager in a note so the right person hears about it right away, while every “1” quietly goes on its way. If a guest types a sentence instead of a number, it lands in the inbox like any other message, so nothing a guest actually wrote gets swallowed.
Build it into the automations you already run.
The question is a step in the workflow builder, next to your triggers, conditions, delays, and actions, so it goes anywhere a text can go. Put it a few hours after checkout for the review ask. Put it the night of arrival to catch a room problem while it can still be fixed. Put it after the door code goes out, on a schedule, or when a guest gets tagged. Route each answer to tags, internal notes, follow-up texts, emails, or a webhook to Slack or your housekeeping app. You are not learning a second tool, you are adding one step to the ones you already have.
Hear about the problem while you can still fix it.
A private question gives a guest somewhere to say it before a review site does.
Catch the two-star review before it exists.
Most guests who had a bad night don’t tell the front desk. They tell Google, three days later. A private question first gives them somewhere else to say it, and gives you a chance to make it right before it is a public review with your name on it. Guests who answer “great” get pointed at the review site instead.
Ask on the first night, not after they leave.
Ask mid-stay: “Is everything okay with the room? Reply 1 for all good, 2 if you need something.” A “2” writes a note that tags your front desk lead, so the fix happens tonight instead of showing up in a review after checkout.
The complaint goes straight to the person who fixes it.
“Did your door code work? Reply 1 for yes, 2 for no.” A “2” becomes a note tagged to maintenance or a webhook to your housekeeping app. Nobody has to relay it from the front desk.
One question, one tap, from a number they already have.
One question, answered with one tap on the number keypad, from a number they already have saved. There is no “rate us in twelve categories” and no link that opens a form on a slow connection.
One product, not a stack of tools.
Hello Hotel was designed as one product, not a stack of separate tools. Each part makes the others stronger.
Automations
The question is one step in the same builder as your welcome text and your door code, so everything on that page applies here.
Explore automationsShared Inbox
Every question, every reply, and everything the workflow did in response sits in the guest’s thread, labeled with the workflow that sent it. A person can pick up any conversation the automation started.
See the shared inboxAI Assist
When a guest replies with a sentence instead of a number, it lands in the inbox and AI Assist drafts the reply from the conversation and the reservation. Someone on your team reviews and sends it.
How AI Assist drafts repliesFrequently asked questions
How do hotels send a guest survey by text message?
In Hello Hotel, you add a guest question step to an automation. Pick a trigger like guest checked out, write the question with two to five numbered options, and connect each option to what should happen next. From then on every departing guest gets the text from your hotel’s number, replies with a number, and the workflow routes them. The setup steps are in the help center under Asking Guests a Question.
Do guests have to click a link or fill out a form?
No. The question is a normal text message and the guest answers by replying with a number. There is no link, no web form, and nothing to download. If a guest replies with words instead of a number, the message lands in your inbox like any other text.
What happens if a guest doesn’t reply?
Nothing they will notice. You choose how long the workflow waits, from an hour up to seven days (three days is the default), and if that time runs out it follows the no-reply branch, which can do nothing, add a tag, or send a plain follow-up text. Only one question can be open with a guest at a time, and Hello Hotel spaces questions out so the same guest isn’t asked again too soon.
What if a guest replies with something other than a number?
It goes to your team. Anything that isn’t one of the numbered options shows up in the shared inbox as a normal message and runs the “other” branch of the workflow, so a guest who writes “the shower was cold” reaches a person instead of a bot.
Can a good answer send the guest a Google review link?
Yes. Set your review link once in your organization settings, then drop it into the thank-you message on the branch for happy guests. It sends as a branded short link and can point to Google, Tripadvisor, or wherever you collect reviews.
Can a bad answer alert my team right away?
Yes. On that branch, add an internal note and tag the person who should handle it. They get a push notification and see it in their Tagged for you list on the dashboard. You can also tag the guest, send a follow-up text, or fire a webhook to Slack or your housekeeping tool on the same branch.
Does this work mid-stay, or only after checkout?
Both. The guest checked out trigger is built for the post-stay survey and can fire a set number of hours after checkout, or at a set time of day a set number of days later. For a mid-stay check, put the question after a check-in trigger with a delay, or on a schedule. The question works the same wherever you place it. The trigger has its own help article: Guest Checked Out Trigger.
Does this give me a survey score or an NPS number?
No. Hello Hotel asks one question at a time and routes the answer. It doesn’t score responses or report across guests. What you do get is every guest’s answer in their conversation, tags you can filter your contacts by, and workflow branches that act on the answer the moment it arrives. If you want the answers somewhere else, the webhook action can send each one to a spreadsheet, a CRM, or Slack as it comes in.
What do I need to send guest surveys?
The same things as any other automated text from Hello Hotel: an approved 10DLC registration, which is the carrier registration required to text from a business number, and a guest with a mobile number on file. Guests answer by text, so a reply on another channel isn’t matched to the question. The guest checked out trigger needs your Mews connection, since that is how Hello Hotel knows the stay has ended, while a question on a schedule works without a PMS. There is nothing to add on. Guest questions are part of every Hello Hotel plan. The registration steps are in the help center under 10DLC Frequently Asked Questions.
Ask before they post.
Build a post-stay survey in a few minutes: one question, a few numbered options, your review link on the good branch, and a note to your manager on the bad one. It runs for every guest after that.
- One question goes out by text from your hotel’s own number.
- Guests reply with a number, and each number gets its own branch.
- Happy answers can send your review link, and unhappy ones can alert a person.
- It runs after checkout, mid-stay, or at any point in an automation.
- Every question and reply stays in the guest’s conversation.