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What guests wrote shows the words guests typed into a survey, by department and subject, on the survey’s Results tab. The words come from a Written answer question, and from the one extra question a guest gets after a low score (the Details question in the editor). Each guest’s own answers are also in their entry on the Guest Feedback list.

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What is on the screen

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On Results

The block appears once a guest has written something in the period you picked.
  • The line beside the heading — how many of the period’s written answers have been read so far, and how many are still waiting to be read, said nothing about the stay, or could not be read.
  • Most complained about and Most praised — at the top, when there is a subject to name: the subject, its department, and how many responses complained about it or praised it.
  • One card per department — its subjects, each with how many responses named it and how many of those were negative or positive about it. Subjects the guests did not tie to a department sit under Not placed in a department.
  • Beside each subject, was and last period’s count, or new, when the two periods can be compared. When they cannot, a line under the cards says why.
  • At the foot of the block, a note explains its counts.
Further down Results, each card under Guests still waiting shows the guest’s low answers, with any words they added to them.

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On a guest’s entry

A survey entry on the Guest Feedback list opens on Guest’s answers: the survey’s name, every question the guest answered with their answer, and what they wrote, in quotes, under the question it belongs to. Everything in quotes, here and on Results, is the guest’s own words in the language they wrote them — not a summary.

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What you do here

1

Read the two lines at the top

Most complained about and Most praised name the subjects to look at first.
2

Open a subject

Select a subject to read what guests wrote about it. When more guests said something similar than are quoted, the list says how many more. Subjects named by a single response may be folded into a line at the foot of the card; select it to see them.
3

Turn a complaint into a work order

On a subject with complaints, select Create a work order for this →. It opens New Request on Active Requests as a work order, with the subject — and its department, when it has one — already filled in. Select Create Request to file it.
4

Open the guest's own feedback

Under Guests still waiting on Results, select Open this feedback →. The guest’s entry opens on the Guest Feedback list, with Guest’s answers on top.
5

Resolve it, escalate it, or leave a note

On an entry waiting for your team, Mark as Resolved closes it. On a low one nobody has escalated yet, Escalate alerts the team members named under Low-rating alerts. Under Internal note, select Add a note for your team…, write what your team did, and select Save — only your team sees it.

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What happens next

  • The line beside the heading shows which written answers are still waiting to be read.
  • Complaints guests write in a survey reach the same people as a low rating — the team members named under Low-rating alerts in Guest Feedback settings — in the guest’s own words. An entry escalated this way waits on the Guest Feedback list under Needs Attention.
  • An entry you mark resolved leaves Needs Attention. If it has a card under Guests still waiting on Results, the card reads Resolved.
  • A work order you file appears on Active Requests.