Feedback

Desktell helps hotels, villas, and resorts gather guest feedback, enabling them to understand experiences and enhance service quality through the Guest Service Portal.

Customize how the feedback form appears on the Guest Service Portal. Configure display details and choose which guest information fields to include, helping you gather meaningful insights to improve guest satisfaction.

Navigate to your workspace
- Log in to your desktell account using proper credentials.
- Click on your workspace link to enter the workspace.
Navigate to the Customize CSP
- Click on the Administration tab in the top navigation bar.
- In the Administration section, click on the Customize CSP tab in the side navigation bar.
- In the Desktell CSP, navigate to the Settings tab under FEEDBACK label.
- Update the Feedback Settings by filling in the necessary details:
  1. Display Name: Give a suitable name for the feedback tile visible in the room service portal.
  2. Display Description: Give a short description for the feedback tile.
  3. Display Order: Provide the display order number at which the tile will be visible in the portal.
  4. Feedback form settings: Enable the guest information fields for the feedback form:
    - Guest Name (Compulsory field)
    - Guest Email
    - Guest Phone Number
    - Guest D.O.B
    - Guest Anniversary
    - Guest stay purpose
  5. In case of any descriptive text comments in the feedback, enable the Show Additional Comments Field checkbox.
  NOTE:
  - The tile active status can be updated using the IsActive checkbox(click on the checkbox, then save the updates by clicking in the Save button).
- Click on the Save button to save the updated information.

Set up feedback categories like Overall Experience, Food, Amenities, Cleanliness, Service, and more to help guests share specific opinions and enable better analysis of their stay experience.

Navigate to the Customize CSP tab in the Administration section.
Add a New Question Category by following the steps given below
- In Desktell CSP, navigate to the Questions Categories tab under FEEDBACK label.
- In the Questions Categories tab, click on the New Category button at the top, and fill in the following details -
  - Category Name: Give a suitable name to the category of the questions to be asked in the feedback form (e.g. Overall, Amenities, Food, and more.)
- Click on the Save button to create a new question category.
To update the active status of the question category, click on the IsActive toggle button and accept the dialog box message for the respective question category.

NOTE:
- The questions falling under the disabled question category will not be visible in the feedback form displayed on the portal.

Navigate to the Customize CSP tab in the Administration section.
Add a New Question by following the steps given below -
- In Desktell CSP, navigate to the Questions tab under FEEDBACK label.
- In the Questions tab, click on the New Question button at the top, and fill in the following details -
  1. Question text: Provide the text for the question that will appear on the feedback form for guests to answer.
  2. Category: Select the category under which the question will fall from the dropdown list.
  3. Question type: Select the format in which guests will respond to the question, mainly rating, or text.
  4. Display Order: Enter a display order number at which the question will be visible in the form.
To update the active status of a question,click on the IsActive toggle button and accept the dialog box message for the respective question.
To Edit a particular question, follow the following steps:
- Navigate to the Questions tab.
- Click on the Edit button of the respective question that needs to be edited.
- Make the necessary updates in the fields.
- Click on the Save button to update the question.

NOTE: The feedback submitted by the guests via the service portal will be visible in the Responses tab under FEEDBACK label.