Feedback, ratings and condition photos

The end of the stay is when you learn the most — if you ask while it's fresh. Departure steps collect structured feedback, ratings and condition photos from the guest's phone, and route each result to the right place: your reports, a follow-up task, or a public review invitation.

The feedback step

The purpose-built feedback step asks the questions that make results comparable stay after stay:

• How likely the guest is to recommend you, on a consistent scale.
• Optionally: a satisfaction grid across the areas you choose, whether they'd stay again, safety questions, and any extra questions of your own.

Guests reach it in the check-out section of their check-in page — and if they haven't left feedback by the day after departure, an automatic follow-up message asks once. See when guests get their check-in link.

Low scores stay private, high scores go public

You set a score threshold and, optionally, a public review link. A guest scoring at or above the threshold is shown the review link — the moment they're happiest is the moment they're asked. A guest scoring below it never sees a review ask; instead a follow-up task is raised so you can put things right before anything goes public. The decision is made by Accommador when the feedback lands — a low scorer can't stumble into the review invitation.

Condition photos

For whole-unit properties, a condition checklist at departure walks the guest through each item you list — tick it as fine, or flag an issue with notes and photos. Any flagged item raises a review task carrying the flagged items, the guest's comments and the photos, so your team walks in knowing exactly what to look at. Guests can also report a problem at any point during their stay, which raises a maintenance task against their room or unit.

Where results land and how they roll up

Every answer is saved on the booking, alongside the rest of that guest's journey answers. The rolled-up picture lives in Reporting, on the Guests tab: how many stays responded and the response rate, the average recommendation score and an overall net-promoter-style measure, the would-stay-again rate, and average satisfaction — with trends over time and period comparisons. See the reports library.

Troubleshooting

Can a guest give feedback twice?

No — one submission per stay. And if a guest has already left feedback in the check-out section, the after-departure ask is skipped automatically.

Do I have to use the structured step?

No — you can build any questions you like as a custom form (see ask guests your own questions). But only the structured feedback step feeds the satisfaction reporting, so use it for the questions you want to trend.