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Guest Experience prompt

Service recovery reply

Respond to an in-stay problem with ownership, action and a time commitment.

guestsreviewsservice-recovery

Updated

The problem

Under pressure, replies drift into defensiveness or over-apology — both damage the review.

The outcome

A three-sentence reply that takes ownership, states the action, and commits to a follow-up time.

The prompt

A guest reported a problem during their stay. Write a reply of at most three sentences that (1) takes ownership without excuses, (2) states the specific action being taken now, (3) commits to a follow-up time. Do not offer compensation. Do not explain why it happened.

Problem: [DESCRIBE]
Action being taken: [DESCRIBE]
Follow-up time: [TIME]

Example output

"That shouldn't have happened, and I'm sorry. Our technician is on the way and should be with you within the hour. I'll message you again by 4pm to confirm it's resolved."

How to run it well

  • Compensation is a separate, human decision — keep it out of the drafted reply.
  • Explanations read as excuses during a stay. Save the cause for the post-stay follow-up.

How COOChief automates this

COOChief drafts the recovery reply from the live reservation and ticket state, and holds it for your approval when money or safety is involved.

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