What it does
Guest recovery is one of the most consequential moments for a hospitality property. Done well, it converts a complaint into a loyalist. Done badly — or worse, ignored — it produces a review that costs months of bookings.
This skill gives a hospitality-deployed agent the ability to recognize a recovery moment (in conversation, in an email reply, in a post-stay survey), respond in the property's voice, and offer an authorized recovery action: a comp, a credit toward a future stay, a personal call from a manager, a refund within a defined limit.
What's pre-authorized vs. escalated
Property owners configure the recovery surface during onboarding:
- Comp meals up to $X without escalation
- Credit toward future stay up to N nights without escalation
- Anything above those thresholds escalates to the property manager with a recommended action
When to use it
- Boutique and independent hotels
- Vacation rental management companies
- Restaurants with reservations and repeat-guest programs
How it works
The skill watches for recovery signals (complaint language, negative review pattern, billing-dispute keywords, repeated booking failures). When detected, it slows the conversation, acknowledges specifically (not generically), and offers a recovery action from the configured surface. The handoff and tracking happen inside the property's existing PMS.