I Left You A Note

You know the story. A guest checks out with a polite smile, maybe even a “lovely stay, thanks!” Then days later, they leave a fiery review online. Suddenly, your charming hotel is “too noisy,” your staff “unhelpful,” and your breakfast buffet? “A tragedy.”

Cue the collective head-scratching and frustrated cries of, “Why didn’t they just tell us?!”

This scenario has come up time and time again in my chats with hoteliers recently. It’s one of the biggest pain points when it comes to guest feedback. Silent dissatisfaction during the stay, followed by a post-trip grenade lobbed onto Google or TripAdvisor.

It’s maddening, isn’t it? You’d have bent over backwards to fix things on the spot—upgraded their room, brought them fresh croissants, serenaded them with a ukulele (okay, maybe not that last one). But you didn’t get the chance.

So, how do you coax feedback from the tight-lipped? Here’s what I’ve been hearing works:

1️⃣ Ask early and often – A casual “How’s everything so far?” at every opportunity, especially during breakfast can work wonders.

2️⃣ Make it easy – A quick QR code survey or a digital feedback option takes the pressure off face-to-face honesty (this is a key component of ‘I Left You A Note’, but more of that at a later date).

3️⃣ Empower your team – Staff should feel comfortable encouraging feedback and acting on it. Sometimes, a quick fix prevents a big complaint. Stitch in time, and all that.

Ultimately, most guests want to be heard—but they’ll only speak up if it feels safe and effortless.

What’s been your experience with silent guests leaving loud reviews? I’d love to hear what’s worked for you (or what hasn’t!). Drop a comment or email — I’ll bring the (metaphorical) tea and biscuits. ☕🍪

Let’s keep this conversation going—your insights could help the whole industry.