In the hospitality industry, there are no negligible details. Every aspect of the stay contributes to defining the overall guest experience, whether it is a well-cleaned room, a friendly welcome, an efficient restaurant service or a truly relaxing spa.
Yet, even in the most attentive facilities, an occasional poor service can occur:
- a room not perfectly ready for check-in
- an unfulfilled request at the reception
- tired or less attentive staff on a busy shift
- an error in the reservation
or simply a tone of voice that is not very empathetic, which at certain times makes the difference
Often these are isolated episodes, but they impact the guest’s perception. And the critical point is that the customer rarely communicates it at the moment.
The silent risk: no complaints… until it’s too late
Those who work in hotels know it: dissatisfied guests don’t always complain to the staff.
In fact, most discontents remain silent during their stay. Not because they aren’t real, but because the guest wants to avoid confrontation, doesn’t have time, or simply prefers “not to ruin their vacation”.
The problem?
Once back home, that episode becomes a negative story with friends, family, colleagues — and increasingly, a negative online review. One less star on a portal can mean lost bookings and damage to the reputation built up with years of work.
How to avoid it? With a simple, immediate and discreet solution: Kiosk Emoticon
With Kiosk Emoticon, intercepting negative feedback doesn’t even require a conversation.
Kiosk Emoticon is an Instant Survey system, designed to collect guest opinions in an easy, fast and non-invasive way.
How does it work?
You can install touch displays, totems or QR codes in strategic points of the hotel: rooms, elevators, reception, wellness center, breakfast room.
The guest can report their level of satisfaction in a few seconds, with a simple touch or a comment.
The structure receives immediate notifications and has the possibility to intervene in real time, even before check-out.
A concrete example: transforming a risky experience
Imagine that a room is missing a towel, or the shower has low pressure. A small inconvenience that can go unnoticed… until the review.
But if the customer, returning to the room, finds a QR code on the desk with the words “Tell us how it went so far” and in 10 seconds reports the inconvenience, the reception can immediately send someone to fix the problem or remedy it in the best way.
But they will certainly be able to take measures for the next customer, without remaining in the dark about the situation.
In this way:
- The guest feels listened to and valued
- Discontent is resolved before it becomes criticism
- The hotel’s reputation remains intact, if not even strengthened
Statistics that speak for themselves
- 65% of guests are bothered by excessive noise from other rooms or common areas.
- Insufficient housekeeping is among the most common complaints in reviews.
- Issues with slow or unreliable Wi-Fi are reported by a large percentage of guests.
- Delays in check-in/check-out are a common cause of dissatisfaction.
86% of guests who did not experience any issues during their stay attribute this result to the quality of service from the staff.
Why adopt Kiosk Emoticon in your hotel?
Adopting a solution like Kiosk Emoticon for hotel feedback management means equipping yourself with a strategic tool to improve the customer experience and reduce the risk of negative reviews.
Thanks to an intuitive interface and easy-to-use digital tools (touch display, QR code, tablet), you can:
- Intercept critical issues at the outset, directly in the places where the guest experience takes place
- Collect feedback in real time, discreetly and without interrupting the stay
- Resolve problems promptly, preventing them from turning into negative public judgments
- Improve the hotel’s online reputation, protecting years of work and investments in branding
- Actively involve guests, making them feel that their opinion really counts
- Analyze the data collected, to identify recurring patterns and plan improvement actions
In an era in which reviews influence bookings more than traditional advertising, it is no longer enough to offer a good service: you also need to demonstrate, listen, react.
With Kiosk Emoticon, proactive guest feedback management becomes an integral part of your hospitality and customer care strategy.
With Kiosk Emoticon, listening to your guests becomes simple, fast and effective.
Because even a small gesture of attention can transform a potential detractor into a happy and loyal customer.
FURTHER INFORMATION
👉 Also read the article “The satisfaction questionnaire to measure customer satisfaction” or the more technical article “How to measure satisfaction to retain customers”
 | Do you want to find out how to activate it in your hotel?Book a free online demo now and see for yourself how this solution can transform your guests’ experience and strengthen your property’s reputation. |
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Want to find out how to activate it in yours Hotel?Book a free online demo now and see firsthand how this solution can transform your guests’ experience and strengthen your property’s reputation.
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