Hotel and Restaurant Guest Intelligence. In Real Time.

A hotel guest feedback platform is software that collects and analyzes guest satisfaction data throughout a stay. Unlike post-checkout email surveys, modern platforms like Infotap capture feedback in real time: at Wi-Fi login on Day 1, at each daily reconnection, and via post-stay email, creating a continuous feedback loop that lets hotel teams act on issues while the guest is still on property.

Infotap collects hotel guest feedback immediately after Wi-Fi authentication. When a guest connects to the hotel network and authenticates, the captive portal forwards the already-connected guest to an Infotap survey as the post-login destination. The guest is online before they see the survey. The survey takes approximately 30 seconds to complete and is entirely voluntary; no condition is attached to Wi-Fi access. This repeats at each new daily Wi-Fi session throughout the stay. Guests can also receive post-stay email surveys triggered automatically at checkout, capturing Net Promoter Score and open-ended feedback.

Post-stay hotel surveys suffer low completion rates because they arrive after the emotional moment has passed. Research shows 72% of hotel guests never complete a post-stay survey, and feedback is typically delayed by 48 hours or more. By that time, guests have disengaged, moved on, and often already posted a public review. Infotap solves this by capturing feedback during the stay, when motivation and recall are highest.

Yes. Infotap includes a real-time staff alert system that triggers notifications when guest satisfaction scores fall below a defined threshold. Alerts can be routed to the relevant team: front desk, housekeeping, and F&B, with context about the guest's room, floor, and specific issue. This enables service recovery before the guest checks out or posts a negative review.

Yes. Infotap requires no app download from the guest. After connecting to hotel Wi-Fi and completing the normal authentication process, guests are forwarded to the Infotap survey as their post-login destination, already connected and online. There is nothing to install, no account to create, and participation is completely voluntary. The guest simply authenticates as normal and the survey appears immediately after as a natural next step.

Infotap generates AI-powered executive reports that synthesize all survey responses into readable summaries without requiring a data analyst. Reports identify trends by shift, room type, and length of stay, track Net Promoter Score movement, flag anomalies, and surface service recovery opportunities. Reports are produced automatically after each survey cycle and can be exported as PDFs for distribution to General Managers and ownership groups.

Traditional hotel survey tools send a single post-stay email after checkout, capturing one sentiment data point per stay. Infotap captures multiple touchpoints across the entire guest journey: first impression on Day 1, daily pulse checks, and post-stay follow-up. Combined with real-time staff alerts, AI reporting, and Wi-Fi-native delivery (no app required), Infotap provides continuous guest intelligence rather than a delayed snapshot.