When a guest gives you a negative post-stay rating, by default, they will see the concierge page where they are invited to leave comments about their stay:

But you also have the option to create a guest survey instead.

Step 1: Determine the questions you want in your survey

You need to figure out what questions you want to put to your guests. You should also consider how many questions you ask; remember, the guest will be seeing this survey because (for most properties) they have said they weren't happy with their stay. Therefore, it's a good idea to keep your survey reasonably short, or the guest may not bother completing it!

Step 2: Create your survey in GuestJoy

To do this, go to Feedback > Survey, and in the top right, you'll see the Add question button:

IMPORTANT: Currently, you cannot modify the order of the questions after you have added them, so please add the questions in the order you want them to appear when creating your survey!


Choose the appropriate question type by clicking the respective Select button:

You'll then need to click the Edit icon to configure the question:

Using the Multiple choice (images) type

  1. Add the question text in each language activated in your GuestJoy system
  2. Select the display style of the icons
  3. Save the question
  4. Delete the question if it is no longer required

Using the Multiple choice (text) type

  1. Add the question in each language activated in your GuestJoy system
  2. Click Add choice
  3. Add the choice text in each language activated in your GuestJoy system. Repeat as required.
  4. When done, click Save
  5. Delete the question if it is no longer required

Using either free text types

  1. Add the question text in each language activated in your GuestJoy system
  2. Save the question
  3. Delete the question if it is no longer required
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