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Customer Agent

Post-stay re-engagement

Opens a post-stay conversation referencing specific stay details rather than a generic survey, capturing preference updates and surfacing loyalty status to drive the next booking.

Rohan Krishnan — Product Manager, Klaviyo
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Within 24 hours of a guest's checkout, proactively open a post-stay conversation. Reference something specific about their stay — a restaurant they used, an activity they booked, a service they requested — rather than sending a generic satisfaction survey. Ask a single targeted question about their experience. Capture their response, update their loyalty points balance in the conversation, and surface what those points unlock for their next stay. If they had a negative experience, escalate to the guest relations team with full context. Write all feedback to the guest profile.
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