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Customer Agent

Pre-departure experience capture

Checks in on the morning of checkout to capture real-time feedback, enabling in-person service recovery before the guest leaves and surfacing positive experiences for review or referral.

Nelson Haung — Sr. Director, Product Marketing, Klaviyo
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On the morning of a guest's checkout, proactively reach out with a brief, warm message asking how their stay has been. If they signal a positive experience, thank them and make it easy to share — provide a review link or loyalty referral option in the conversation. If they signal a concern, escalate immediately to the guest relations team before they check out so the issue can be addressed in person. Write the feedback and experience sentiment to the guest profile to inform the post-stay marketing sequence.
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