AI and the quality of the guest experience

Quality is built in everyday interactions.

Look for friction before the rating

A review describes a stay that has already ended. To find what needs attention, start with guest conversations: hard-to-find instructions, contradictory answers or an issue with no update. Review those incidents with your team. AI can help follow these steps, but it does not determine the guest’s rating.

Follow the issue through to confirmation

When a guest reports a fault, a polite answer is only the beginning. Within the agreed responsibility, hostem gathers details, involves the designated contact and follows updates. Confirmation is needed before telling the guest the issue is resolved. The people assigned remain responsible for the work on site.

Turn feedback into a specific change

After the stay, collect feedback through authorised channels and in agreed cases. Look for recurring observations: perhaps instructions need a photo, clearer wording or an arrival check. Update hostem’s procedures and review subsequent conversations to assess the change, without promising better reviews.