GUEST FEEDBACK & SURVEYS
Bring in-stay surveys, activity feedback and guest complaints together. Give your team the information to respond during the stay, track resolutions and see what still needs attention.
EARLIER FEEDBACK. TIME TO RESPOND.
Check how guests are settling in early in the stay, while your team has time to act on concerns.
Capture feedback after dining, spa treatments and activities to identify issues as they happen.
Keep concerns raised in conversations alongside survey responses, with clear resolution tracking.
Use daily or weekly reports to review feedback, monitor resolutions and identify outstanding concerns.
BUILT FOR YOUR RESORT TEAM
Guests share feedback in different ways: through a survey, after an experience or in a conversation with your team. When those comments sit in separate records, it becomes harder to see the full picture and follow through.
Eleanor brings them together, giving front office, department heads and managers on duty a shared record of concerns and their resolution. Less time piecing information together. More time responding to the guest.
BUILT AROUND YOUR OPERATION
From the first day of the stay to the final activity, give your team opportunities to spot concerns and act.
Check how guests are settling in, ideally around 24 hours after arrival. Fully customise the questions and languages, whether you want one quick question or a more detailed survey. Run surveys mid-stay or before departure too, giving your team actionable feedback while there is still time to help.
Hear how a restaurant visit, spa treatment, excursion or other activity went once the guest has attended. Capture feedback close to the experience, so the relevant department can identify concerns and respond during the stay.
Record concerns raised during department head and manager-on-duty rounds, or in everyday guest conversations. Bring these into the same central record as survey and activity feedback, with clear tracking of the resolution.
Review all three feedback sources together or focus on one. Daily or weekly reports bring feedback and resolutions into view, helping your team monitor outcomes, follow up on outstanding concerns and keep management informed.
AN OPPORTUNITY TO BE HEARD
Guests can share how their stay is going, comment on an experience or speak directly with your team. Whichever route they choose, their feedback contributes to the same picture, helping your team respond personally while they are still at the resort.
See how Eleanor helps your team capture concerns, track resolutions and stay informed.
Feedback and surveys, explained.
When should resorts send an in-stay guest survey?
Resorts should collect feedback while guests are still staying, giving teams time to identify concerns and respond before departure. Eleanor supports in-stay surveys at different points in the guest journey, helping teams understand how guests are feeling and address issues while there is still an opportunity to improve their experience.
Can we customise guest survey questions and languages?
Eleanor allows resorts to tailor guest surveys to their operational requirements, including the questions asked and the languages offered. This helps teams collect relevant feedback from international guests and keep surveys focused on the aspects of the stay that matter most to their resort.
Can resorts collect guest feedback after dining, spa treatments and activities?
Yes. Eleanor supports activity feedback alongside general in-stay surveys, allowing resorts to collect responses following experiences such as dining, spa treatments and activities. This helps individual departments understand guest satisfaction, identify opportunities for improvement and respond to concerns during the stay.
Can resort staff record guest complaints raised in person?
Yes. Eleanor allows resort staff to record concerns raised during face-to-face conversations, phone calls or other guest interactions. These can be linked to the guest’s profile, helping teams maintain a central record of concerns, track follow-up actions and ensure important information is not lost between departments.
How does Eleanor track guest complaints and resolutions?
Eleanor brings guest complaints and resolutions into one central record linked to the guest’s profile. Resort teams can log concerns, record actions taken and monitor what remains outstanding. This provides better visibility across departments and helps staff follow through on issues before guests leave the resort.
Can Eleanor combine guest surveys, activity feedback and complaints into one report?
Yes. Eleanor brings together feedback from in-stay surveys, activity feedback and guest complaints, giving resort teams a clearer picture of guest satisfaction and operational concerns. Combined reporting helps management identify recurring issues, monitor trends and understand where improvements may be needed across the resort.
Can we generate separate reports for different types of guest feedback?
Yes. Eleanor allows resort teams to review feedback by individual source, including in-stay surveys, activity feedback and guest complaints. This helps departments focus on the information relevant to their operations, while management can also review combined feedback to identify wider trends and opportunities for improvement.