Asking for feedback while the guest is still at the property lets you act during the stay. With Oscar you can set up a first-impression request and use WhatsApp as the communication channel, depending on how the property has activated and configured it.
Why ask before check-out
A room with a problem, unclear information or a service that fell short of expectations can stay invisible to the staff. Waiting until departure means missing the chance to talk to the guest while you can still help.
The first impression is there to open that conversation. It does not remove problems and it does not guarantee a reply: it gives you one more chance to bring them to light.
A short question, a reply to handle
A first message might ask, for example, how the stay is going and whether the staff can help with anything. The content and timing should be adapted to the property: a guest who has just arrived and one on their second day do not necessarily have the same needs.
With Customer Satisfaction and the automations set up in Oscar, the listening journey can be linked to moments of the guest experience.
Automation needs a human follow-up
- Decide who checks the feedback and the replies.
- Define how an issue is assigned to the right person.
- Get back to the guest when you need to clarify the problem or check that it has been solved.
The value is not just in sending the message automatically: it is in the property’s ability to follow up on the reply. A message nobody is watching can raise expectations without improving the service.
Private feedback and public reviews
Gathering an opinion during the stay and asking for a public review are different activities. The invitation to review must be neutral and not limited to guests who gave positive feedback. The purpose of listening is still to improve the experience for every guest.
For a wider view of messages linked to the stay, read the guide to WhatsApp communications with Oscar.
Let’s look at the first-impression journey for your property, from sending the message to handling issues day to day.
