“We only hear what went wrong after the guest posts the review”
Catch the Problem While the Guest Is Still in the Building
HeyKoala asks every guest how their stay is going, listens across voice and WhatsApp, and the moment something is wrong it alerts the right manager. You fix it before checkout, not after the one-star review.
1 in 26
Unhappy guests who actually tell you
The other 25 say nothing to your desk and everything to a review site. You never get the chance to make it right.
94%
Travellers who avoid a hotel over bad reviews
A run of negative reviews quietly removes you from the shortlist before a guest ever contacts you.
8%
Typical reply rate on a post-stay email survey
It lands two days late, asks too many questions, and the guest has already moved on. The detail that mattered is gone.
By the time you read the review, it is already too late.
Most feedback reaches you on the wrong side of check-out. The guest is home, the room is turned over, and the complaint is now public and permanent. The classic post-stay survey does not help. It arrives late, asks ten questions nobody wants to answer, and gets ignored by nine guests in ten. So the small, fixable things, a slow check-in, a cold breakfast, a noisy corridor, never reach you as a chance to recover. They reach you as a star rating. HeyKoala moves the conversation earlier. It checks in with guests during the stay, in a natural voice or WhatsApp chat, reads how they actually feel, and the second the mood turns it tells the duty manager which room and what went wrong. Service recovery becomes something you do at the front desk, not something you apologise for online.
Multiple touchpoints, one AI
HeyKoala integrates across every customer interaction point.
Mid-stay check-in
A friendly WhatsApp or call early in the stay asks how the room and the service are landing, while there is still time to fix it.
Post-stay follow-up
After check-out the AI runs a short, conversational review, not a long form, so guests actually reply.
Review-site routing
Happy guests get a one-tap link to Google and TripAdvisor. Unhappy ones get a manager, not a public review box.
PMS and CRM sync
Every response writes back to the guest profile, so the next stay starts with what you already learned.
Feature
Conversational Feedback, Not Surveys
Guests talk instead of filling in forms
A survey asks ten questions and gets ignored. HeyKoala just asks how the stay is going, the way a good host would, and listens. Guests answer by voice or WhatsApp in a sentence or two, because it feels like a conversation rather than homework. You hear what they actually think, not what fits a rating scale.
Feature
Real-Time Sentiment Scoring
Every conversation read and scored the moment it happens
HeyKoala does not just collect feedback, it understands it. Each reply is scored for sentiment as it arrives, so a quietly unhappy guest is flagged the instant the words leave their mouth. No analyst, no overnight report, no waiting for the pattern to become a problem.
Feature
Instant Service-Recovery Alerts
The right manager hears about it within minutes
A complaint is only a disaster if nobody acts on it in time. When sentiment turns negative, HeyKoala alerts the duty manager straight away with the room number, the guest, and what went wrong. The team can send up a fix, an apology, or an upgrade while the guest is still on property.
Feature
Smart Review Routing
Happy guests go public, unhappy guests go to a manager
Your best guests rarely think to leave a review, and your unhappy ones always do. HeyKoala fixes the imbalance. Guests who had a great stay get a one-tap link to Google or TripAdvisor at the right moment. Guests who did not get a private route to a manager, so the problem is solved instead of published.
Feature
Multilingual Feedback
Every guest gives feedback in the language they think in
Guests are honest in their own language and politely vague in a second one. HeyKoala collects feedback in 26+ languages, by voice or text, so an international guest tells you exactly what they mean. The sentiment scoring works the same in every language.
Feature
Sentiment Trends Dashboard
See the pattern behind the scores
One cold breakfast is a complaint. Forty cold breakfasts is an operations problem. HeyKoala shows you sentiment by department, by shift, and over time, so you can see the recurring issue, the dip after a staffing change, or the section that always scores low, and fix the cause instead of apologising for the symptom.
Built for the real world
Enterprise-grade capabilities that handle the chaos of real operations.
Works after every touchpoint
Trigger feedback after check-out, a dining visit, a spa booking, or a resolved complaint.
No app, no login
It is an ordinary WhatsApp chat or a phone call. Nothing for the guest to download.
Closes the loop
When an issue is fixed, the AI follows up with the guest so they know they were heard.
Reputation in one view
Feedback, sentiment, and review-site activity sit on a single dashboard for the GM.
What guest feedback looks like with HeyKoala
5x
More feedback collected
conversational AI versus email surveys
80%
Response rate
guests reply because it feels like a chat
15 min
To route a service issue
from negative signal to manager alert
26+
Languages supported
across voice and WhatsApp
How it works
Get started in three simple steps.
Set your triggers
Feedback requests fire automatically after check-in, mid-stay, check-out, dining, or a resolved request.
The AI has a real conversation
Guests reply by voice or WhatsApp in their own language. It feels like a chat, not a ten-question form.
Issues reach a manager in minutes
Negative sentiment routes straight to the duty manager with the room and the problem, in time to recover.
Works with your stack
HeyKoala plugs into the systems your operation already runs.
Property Management Systems
Live availability, rate plans, and reservation write-back.
Telephony and IPBX
Keep your existing number. Route calls in and out across providers.
Communication and Payments
WhatsApp Business, email, SMS, and Razorpay for confirmations, follow-ups, and payment collection.
Stop finding out from the review.
Every unhappy guest who leaves quietly becomes a rating you cannot edit. HeyKoala gives you the one thing a survey never could: time to fix it. See it run a live mid-stay check-in in a 30-minute demo.
Part of the HeyKoala platform
One agentic AI platform across hotels and F&B. Here is where this fits.
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