Collect hotel guest feedback while you can still act

01

Build the campaign around the guest journey

A campaign defines whether the hotel collects private feedback, opens a public review destination directly, or combines both in one neutral journey. It also owns the form, language, branding, review destination and notification rules.

Create that shared experience first, then add QR placements for the moments you want to measure. This keeps the questions consistent while giving every stay stage its own results.

• Public review, private feedback or combined mode
• One campaign across multiple stay stages
• Separate QR code and reporting for every placement

02

Place a different QR code at each stay stage

Before arrival, place the QR in your own confirmation email or digital guest guide. At check-in, use a counter card. During the stay, add it to a room card, breakfast table, spa desk or room-service insert. At departure, use the bill folder, receipt or checkout counter.

Give every surface its own placement instead of printing one shared QR everywhere. The guest sees one consistent campaign, while the hotel can distinguish a weak prompt from a problem at a particular touchpoint.

• Pre-arrival: your confirmation email or guest guide
• Arrival: reception and check-in counter
• In-stay: room, breakfast, spa and room service
• Departure: bill folder, receipt and checkout

03

Ask a short question about the moment that just happened

Use CSAT 1–5 for a particular interaction: “How satisfied were you with check-in?” or “How was breakfast today?” Use smileys or thumbs for an even faster response, and NPS when measuring the broader relationship after the stay.

Put one primary score first and follow it with one useful reason as a choice or short comment. Mosaqo supports up to ten questions, but a hotel QR survey should usually stay much shorter.

04

Recover a poor experience before checkout

Set the low-score threshold and alert recipients before publishing. A low response enters the shared inbox with its campaign, placement, answers and form version, where the team can assign it and move it from new to in progress and resolved.

Ask for contact details only when the hotel has a real follow-up process. Contact is optional and consent is separate. An anonymous response can reveal a pattern, but it cannot identify which guest needs direct assistance.

• Low-score alert
• Assignee and resolution status
• Optional contact with explicit follow-up consent

05

Combine private feedback and public reviews without gating

A direct public-review campaign can open Google, Tripadvisor, Trustpilot, Facebook or a custom HTTPS destination. A combined campaign can collect private feedback first and then present the public-review action.

That action remains available to every respondent regardless of score. Mosaqo does not send unhappy guests down a private-only route or reserve the public review link for satisfied guests.

06

Measure the journey, not only the QR scan

Mosaqo separates QR scans, hosted-page views, form starts, submissions and external review clicks. Compare these steps by placement or location to see whether a reception card, room prompt or checkout receipt produces useful responses.

A scan is not a response, and an external review click is not proof that a review was published. Keep score trends beside response volume and completion data before drawing conclusions about a hotel or department.

• Scan-to-view and view-to-start conversion
• Start-to-submission completion
• Scores and response distribution by placement
• Review clicks labelled as clicks

07

Protect guest privacy and test the real stay experience

Anonymous feedback is the default. Contact details and permission to follow up are separate optional steps. Do not put guest names, booking references or other personal data in QR URLs or placement metadata.

Before publishing, test the final printed QR on a real phone, verify the language and destination, submit a test response and confirm that the low-score workflow reaches the intended team.

• Anonymous by default
• Configurable raw-response retention
• No personal data in QR URLs
• Real-phone test before publication