Post-stay feedback
Post-stay feedback asks every departing guest how their stay went — a few hours after checkout, in the messenger they already use with you. Guests answer in their own words; Greetio's AI reads the answer, gives it a score from 1 to 5 and picks out what the guest praised or complained about. You see each answer in the Inbox and all of them together in one register.
Each property has one feedback mailing. It is set up once and then runs on its own until you pause it.
Set it up
On the Mailings page, press New mailing and choose Create feedback mailing (or Edit feedback mailing if it already exists). The editor has the same step list as a one-time mailing, with five steps.
Content
The message the guest receives. It starts with the name Post-stay feedback, which you can change. Write the text, add versions in other languages with Add language, and use Templates to reuse a saved answer — all exactly as in a one-time mailing.
Audience: when to send
This step is titled Schedule and decides which checkouts get a request and when:
| Field | What it sets |
|---|---|
| Checkout history depth (days) | How far back to look when the mailing is switched on. 7 by default. 0 or empty means all history. |
| Delay after checkout (hours) | How long after checkout the message goes out. 4 by default, up to 168. |
| Quiet hours start, Quiet hours end | A time window in which nothing is sent; messages wait until it ends |
Greetio checks for new checkouts every hour, using your property's time zone.
Checkout history depth matters on the day you switch the mailing on: guests who checked out within that many days also get a request, one per guest for their latest stay. Keep it small if you do not want to write to guests who left long ago.
Channels
Tick Telegram, Instagram or Facebook and drag them into the order to try them in. A channel that is not connected or not working shows a warning such as "Telegram is not ready."
Test
Optional. Send the message to a messenger account connected to one of your departments and see it exactly as a guest will. The test uses the last saved version.
Launch
Enable switches the mailing on. It needs a message, a valid schedule and at least one working channel. After that the button reads Done.
Pause and resume
Pause in the editor's header, or on the feedback results page, stops new requests; Resume starts them again. In the Mailings list the same thing is Stop in the row menu.
What happens when a guest replies
The reply arrives in the Inbox as an ordinary message, so you answer it like any other. Above the conversation a card says Reply to post-stay feedback request and shows:
- the score out of 5, or AI analysis pending while it is being read;
- Manual review required when the AI was not sure of its reading;
- the stay's dates and room;
- links: Open reservation, Open feedback request and, if there is one, Open manager task.
See all requests
The feedback results page opens from Open feedback request in the Inbox, from Analytics, or directly at /mailings/feedback. At the top: Request coverage, Response rate, Average score and Responses.
Below is the Feedback requests register: one row per checkout — not per guest, so a guest who stayed twice appears twice.
Filters: From date, To date, Channel, Status, Score and Room type. The counters above the table filter it too: click Responses, for example, to see only the answered requests.
| Status | Meaning |
|---|---|
| Pending | Waiting for its send time |
| Queued | About to be sent |
| Sent | Accepted by the messenger |
| Delivered | Reached the guest |
| Responded | The guest replied; the answer is being analysed |
| Scored | The answer has a score |
| Undeliverable | The guest could not be reached; the reason is shown |
| Failed | Sending failed |
| Expired | The guest did not reply in time |
Each row links to the Guest, the Reservation, the Conversation and, where one exists, the Task. A score marked Manual review is worth reading yourself.
Guests who could not be reached still count towards coverage, so a low coverage figure points to guests you have no way to contact.
The same numbers, with the score distribution, praise and complaint themes and a breakdown by channel and room type, are in the Post-stay Feedback section of Analytics. Clicking a figure there opens the matching requests.
Current limits
- Switched on per account. If Create feedback mailing does not appear under New mailing, the feature is not enabled for your account yet — contact Greetio support.
- Owners and managers only. Administrators and viewers do not see it.
- Three channels. Only Telegram, Instagram and Facebook can carry the request, and Instagram and Facebook only reach guests who wrote within the last 24 hours.