After Sales Support FAQ
You've received the reservation, you've hosted the guest... What happens next?
After sales support; Especially in the hotel & tourism world, it is critical for:
- •managing negative comments,
- •handling complaints correctly,
- •measuring satisfaction,
- •reducing the problem of non-return guests,
- •increasing loyalty and recommendation rates
This FAQ page covers the most frequently asked questions regarding After-Sales Support Service; It collects guest satisfaction, complaint management, feedback collection, loyalty processes and call center/message channels integration.
Brief Summary
After Sales Support; questions, complaints, thanks, suggestions, lost items and invoice/document requests experienced by the guest after reservation, during accommodation or after check-out; It is a professional management model through multiple channels such as phone, WhatsApp, DM, OTA messages and e-mail. Aim; Our aim is to catch and resolve complaints early before they turn into comments, measure satisfaction (NPS/survey), manage crises in a controlled manner and turn satisfied guests into loyal guests. An effective aftermarket structure; It is based on the steps of rapid initial response, empathetic communication, clear recording/labeling, escalation to the relevant department, post-resolution return and closing the process in a reportable manner. In the proactive layer; Thank you and follow-up messages, satisfaction mini-questions, segment-based feedback collection, loyalty program invitation and re-booking offers are included. This model strengthens reputation management, especially in hotels with high dependence on review platforms; It reduces the rate of negative comments, increases NPS and satisfaction scores, and increases rebooking and recommendation rates. Success; channel-based complaint distribution is measured by KPIs such as first response time, resolution time, resolution rate, NPS/satisfaction scores, negative review rate and repeat guest rate; It is continuously improved through regular case analysis and root cause studies.
Brief Summary
After sales support; It is a support model that manages complaints and requests quickly and emphatically in a single center via WhatsApp, phone, DM and OTA messages, measures satisfaction, improves comments and increases guest loyalty.
Frequently Asked Sample Queries
- What is after-sales support service?
- How do I professionalize hotel complaint management?
- How can I reduce negative comments?
- How do I measure guest satisfaction with NPS?
What is After Sales Support?
What exactly is after-sales support service?⌄
After sales support; It is the process of professionally managing all communication issues such as:
- •questions,
- •complaints,
- •thanks and suggestions,
- •lost/forgotten items,
- •invoice and document requests
What does after-sales support do for hotels?⌄
It produces results such as
- •controlling the negative experience,
- •resolving the complaint before it turns into a comment,
- •increasing NPS and satisfaction scores,
- •increasing the repeat booking and recommendation rate,
- •strengthening the brand reputation
Is the after-sales process just a “complaint”?⌄
No. The complaint is an important part, but the after-sales process also includes positive and proactive steps such as
- •thanks after the stay,
- •messages with the tone of “we would like to welcome you again”,
- •survey and NPS processes,
- •loyalty offer (just like “on your next visit…”)
Why should after-sales support be integrated with call center/message channels?⌄
Because the guest can:
- •call by phone,
- •write on WhatsApp,
- •send a message via OTA,
- •send a DM on social media.
Who is after-sales support service suitable for?⌄
- •It is suitable for resort hotels,
- •city hotels,
- •chain hotels,
- •all hotel structures with high guest volume and high comment/complaint traffic.
What is the difference between after-sales support and classic guest relations?⌄
Classical guest relations often work in the field, within the hotel. After-sales support service follows the guest through both field and call center/message channels; It offers a standardized structure that is measured and reported with KPIs.
Short Questions
What exactly is after-sales support service?
It is a support model that professionally manages guest questions, complaints and loyalty processes through call center and message channels before and after the stay.
Does it make sense to manage guest complaints in my hotel with a professional team?
If your complaint volume is high, your comment scores are decreasing, or you are having difficulty in crisis management; Yes, it often makes sense to work with a professional after-sales team.
How can I manage negative comments better?
By capturing and resolving the complaint through the call center/message channel before it turns into a comment; In those that turn into comments, by managing them with fast, empathetic and solution-oriented official responses.
What steps should I take to measure guest satisfaction?
Survey/NPS processes, mini satisfaction questions after calls and messages, collecting short feedback especially after exit, and reporting all of these regularly.
How do I reduce the problem of no-return guests?
To detect and compensate for the negative experience, and to make proactive offers and reminders to the satisfied guest "to come again"; that is, by systematizing after-sales communication.
Who is after-sales support service suitable for?
It is suitable for all hotels and tourism businesses that want to improve review scores, manage complaints professionally and increase guest loyalty.
Service Scope: Guest Satisfaction, Complaints, Loyalty
What processes does after-sales support service include?+
- •guest questions before, during and after stay,
- •complaint & demand management,
- •survey/NPS processes,
- •support for loyalty and re-booking campaigns,
- •negative comment tracking and response coordination,
- •Integrated communication with OTA / Google / review platforms.
How to manage guest complaints professionally?+
- •complaint is detected early rather than late,
- •returns to the guest quickly and emphatically,
- •the issue is conveyed to the relevant department within the hotel in a clear and recorded manner,
- •after the solution, the guest is contacted again and the result is shared.
How does after-sales support affect loyalty?+
- •managing the negative experience correctly,
- •making the guest feel that they are really listened to and that efforts are being made for a solution,
- •in some cases, compensation (new accommodation offer, upgrade, special gesture, etc.)
How to integrate loyalty processes with after-sales support?+
- •guests with high satisfaction are invited to the loyalty program,
- •a special offer/reminder is made for re-booking,
- •personalized e-mail / WhatsApp flows are offered to certain segments after their stay.
How to connect after-sales support to call center/message channels?+
- •after-call “satisfaction mini question”,
- •Marking of complaints received via WhatsApp / DM with category codes,
- •complaints and suggestions being recorded in CRM / PMS notes,
- •automatic assignment of critical cases to the guest relations / after-sales team.
Process & Operation: Complaint Flow, Feedback, Procedure
How to start the after-sales support process?+
<ol>• • • • • • </ol>
Analysis of existing complaint and comment data (which topics, which channels),
determining from which channels (phone, WhatsApp, OTA message, e-mail) post-sales demands come,
mapping current processes (who is looking, what is doing),
Defining KPIs (response time, resolution rate, NPS, etc.),
creating script, procedure and reporting structure,
pilot implementation and improvement.
How should the complaint & request flow be structured?+
- •category-based labeling when a complaint message/call is received,
- •adding the guest's contact and reservation information,
- •routing to the relevant department and defining a solution period,
- •returning to the guest after the solution and satisfaction control,
- •closing and reporting the process.
At what stage should negative comments be included in the after-sales support process?+
- •If possible, before the comment is written (while the complaint is still a message/call),
- •If the comment is written; The after-sales team reviews the comment, prepares the response text (with hotel approval) and contacts the guest additionally if necessary.
How to measure and increase guest satisfaction?+
- •short surveys after departure / stay,
- •mini feedback forms at certain touch points (check-in, restaurant, spa, etc.),
- •NPS (Net Promoter Score) studies,
- •regular monitoring of the complaint rate and resolution speed.
How do in-house teams work integrated with the after-sales support team?+
- •clear job and authority definitions,
- •complaint reporting and feedback procedures,
- •periodic meetings and case analyses,
- •training through success stories and critical cases.
Performance & Reporting: NPS, Reviews, Repeat Guest
By what metrics is after-sales support performance measured?+
- •number of complaints and channel distribution,
- •complaint resolution time,
- •first response time,
- •NPS and satisfaction scores,
- •negative comment rate,
- •rebooking rate,
- •loyalty program participation rate.
How do negative reviews affect brand reputation?+
- •OTA, Google and social media reviews are one of the most critical sources in the decision-making process of many guests.
- •When mismanaged complaints turn into low-scoring and detailed negative comments;
- •especially in highly competitive destinations,
- •among hotels in a similar price range
How to measure and increase guest satisfaction?+
<strong>For measurement:</strong>
- •surveys,
- •NPS,
- •complaint / thanks distribution,
- •comment contents.
- •root cause analysis,
- •process and service improvements,
- •staff training,
- •actions that emphasize positive experience (upgrade, surprise gestures) etc.).
How do I reduce the problem of no-return guests?+
- •understanding the reasons for dissatisfaction based on data,
- •offering after-sales compensation especially to guests who have a negative experience,
- •attracting satisfied guests to the loyalty program,
- •winning the guest back with periodic reminders and offers.
How does after-sales support impact OTA and digital campaign performance?+
- •better review scores and more positive reviews → OTA increases listing and conversion performance,
- •satisfied and loyal guests → repeat bookings at lower cost,
- •well-managed complaint stories → positive content opportunities on social media.
Negative Reviews, No Return Guests, Crisis Management, Low NPS
What mistakes are most often made with negative comments?+
- •ignoring the comment or responding late,
- •defensive/aggressive responses,
- •dry responses in the format of “no apology, no solution”,
- •writing an answer just for the sake of replying without taking any action inside.
Where does the problem of non-returning guests come from?+
- •wrong expectations,
- •failure to provide a solution when a problem occurs,
- •no contact after check-out,
- •lack of loyalty and rebooking processes.
How does improper crisis management affect the guest experience?+
- •a small problem can become a “major crisis” due to
- •wrong communication;
What do low NPS scores mean?+
- •guests are not willing to recommend your hotel to others,
- •satisfaction is superficial, there is no deep connection,
- •the number of guests experiencing problems may be high and complaints may not be adequately addressed.
What happens if the after-sales support process is designed incorrectly?+
- •complaints remain tied to individuals,
- •no one takes full responsibility,
- •important cases are lost,
- •data is not collected, improvement cannot be made,
- •as a result, satisfaction and loyalty decrease, and resources are wasted.
Productive Search & Industry-Focused After-Sales Support Questions
Why is after-sales support important for resort hotels in Turkey?+
- •high volume of guests and seasonal density,
- •multinational guest profile,
- •dependence on OTA and review platforms.
How should after-sales support be positioned in City hotels?+
- •Fast and professional complaint/request management for business and MICE guests,
- •crisis management that protects company and agency relations,
- •small gestures and follow-up that will be remembered even for short stay guests.
Which channels should focus on after-sales support in tourism regions (Antalya, Belek, Kemer, Side, Alanya)?+
- •OTA and Google reviews,
- •WhatsApp and social media messages,
- •end of season surveys and rebooking offers.
What should the regional strategy be for loyalty and repeat bookings?+
- •different communication & offer sets according to domestic and foreign market segments,
- •special re-booking campaigns for off-season periods,
- •personalized offers according to the guest's past accommodation experience.
With which departments of the hotel should post-sales support for Türkiye in general work more closely?+
- •guest relations,
- •reception & front office,
- •sales & marketing,
- •revenue management,
- •operations when necessary (housekeeping, F&B, technical service).
Mini After Sales Support FAQ
Do I have to resolve and compensate every complaint because “the customer is right”?+
No; The important thing is to be fair and transparent, to listen to the guest, to offer compensation when necessary, but to develop a balanced approach that also protects your hotel.
Do I have to receive all complaints via the online form?+
The forms are useful, but many complaints come via phone and text; What is critical is that every channel is recorded and the process can be monitored.
Is it enough for just the reception to carry out after-sales support?+
In small hotels it is possible for a while, but as the volume grows it becomes more difficult for the reception to handle both the field and the complaints; A separate after-sales support model is healthier.
Do I have to build a large system to do NPS work?+
No; Even a simple but regular NPS or satisfaction question provides important insights if applied consistently and correctly.
Can I be satisfied with just providing “good service” without after-sales support?+
Good service is necessary but not sufficient; It is necessary to systematize what you will do when problems arise, how you will measure satisfaction, and what steps you will take for repeat bookings/loyalty.
Do I have to contact all guests during the post-sales process?+
Getting feedback from all guests may be the goal, but it is more realistic to focus on segment-based, priority groups.
Is it enough to just look at OTA comments?+
No; Direct channels (Google, social media, email, text) are just as important as OTA reviews.
Can the after-sales support team also be involved in the pre-sales process from time to time?+
Yes; The after-sales team can become part of the pre-sales process, especially for repeat bookings and loyalty offers.
Can I receive after-sales support service only as “audit + consultancy”?+
Yes; You can purchase a consultancy package that analyzes your current processes, identifies key problems, and offers KPI and procedure suggestions and carry out the implementation with your internal team.
Can loyalty be created only with campaigns and prices, without after-sales support?+
In the short term, yes, but in the long term, price and campaign alone do not create loyalty; Unless guest experience and after-sales processes are strengthened, loyalty remains fragile.
Collaboration and Actionable Questions for After-Sales Support Service
How can I get a quote for After Sales Support with DGTLFACE?+
- •type of your hotel (resort, city, chain, etc.),
- •your current guest communication channels (phone, WhatsApp, DM, OTA messages, e-mail),
- •your complaint and comment volume,
- •your current satisfaction / NPS scores (if any),
- •the main problems you are experiencing (negative comments, non-returning guests, crisis management difficulty, etc.).
What does the “consult an expert” call clarify on the after-sales support side?+
- •from which channels you receive post-sales communication,
- •at which point you are stuck (complaint volume, comment scores, repeat guest rate),
- •internal team-outsource-hybrid model options,
- •most critical KPIs and processes for the start.