Service · Guest survey
Guest survey: after checkout, who sees what?
Eighteen hours after the guest checks out, we send a short survey to them by email. The survey has one overall score from 0 to 10, a score from 1 to 5 for five sub-headings, and a free-text field. If the overall score is 8 or above and your hotel's Google link is set, we show the guest a "Publish on Google" button; responses below 8 go only to you and we do not show the guest a Google redirect.
- What we do
We send the survey by email 18 hours after checkout and keep the responses for 180 days. On the server, before the result reaches the guest's screen, we decide whether the guest sees a Publish on Google button based on the overall score.
- What changes at the hotel
The guest's post-checkout feedback reaches you with a score and in writing. Guests with an overall score of 8 or above see a Publish on Google button; responses below 8 go only to you.
- Possible benefit
You can hear about dissatisfaction before it turns into a public review. Because we guide guests who gave a high score to write on Google, the number of Google reviews can increase.
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When and how does the survey go out?
We send the survey by email 18 hours after the guest checks out. The email carries your hotel's logo and colours. The guest opens the survey from the email and fills it in.
We keep the responses for 180 days.
The reminder email sent the day before arrival and this survey email sent after checkout are the two emails that make up the guest journey.
What do we ask in the survey?
Overall score
A single overall score from 0 to 10. Whether the Publish on Google button appears depends on this score.
Five sub-scores
A score from 1 to 5 for five sub-headings.
Free text
The guest can write in their own words.
What happens based on the overall score?
We look at the overall score the guest gave when filling in the survey. We decide on the server which result is shown before it appears on the guest's screen.
Even if the score is 8 or above, if your hotel's Google link is not set, we do not show the button; in that case all responses go only to you.
Who sees the "Publish on Google" button, and who does not?
Showing the button depends on two conditions: the guest's overall score must be 8 or above, and your hotel's Google link must be set. When both are met, we show the guest a "Publish on Google" button.
We do not show the button to guests whose overall score is below 8; we do not redirect them to Google.
In other words, the redirect is based on the score: the guests we guide to write on Google are those who gave a high score on the survey. For this reason, Google reviews and the average score may not reflect the views of all your guests. You see the views of all your guests in the survey results.
What happens to responses below 8?
The full response with an overall score below 8 (overall score, sub-scores and free text) goes only to the hotel. You read it and decide how to handle the guest.
In this flow we do not show the guest a Google redirect.
The known response to asking for a review
- 83%
Share of consumers asked to write a review who do write one in that year.
BrightLocal · Local Consumer Review Survey 2026
The figure covers local businesses in general, not hotels specifically. It does not mean the same result will occur at one hotel.
Sources
Frequently asked questions
- When does the survey go to the guest?
- It goes by email 18 hours after checkout, with your hotel's logo and colours.
- What does the survey ask?
- An overall score from 0 to 10, a score from 1 to 5 for five sub-headings, and a free-text field.
- Who sees the "Publish on Google" button?
- A guest with an overall score of 8 or above sees it, if your hotel's Google link is set. We do not show the button to guests with a score below 8.
- What happens when the overall score is below 8?
- The response goes only to the hotel. We do not show the guest a Google redirect.
- How long do you keep the responses?
- We keep them for 180 days.