Use Case
A day or two after checkout, an Aurelian resort follows up not with a form but with a personalized video from the General Manager. Standing in front of the property, they thank the guest by name for their stay, reference the dates they were there, and invite them to rate the experience with a tap right inside the video, so sharing feedback feels like a warm, personal exchange rather than a chore.
The response then branches on the rating. A delighted guest is thanked and gently invited to share a public review while the memory is vivid, while anyone who taps a lower score is routed to a private line to management so the resort can make it right before it becomes a bad review. Because the message comes from a real person and references the actual stay, guests are far more likely to respond.
Outcome
By making feedback personal and effortless, the resort lifts its review volume and rating, surfaces service issues early enough to recover the relationship, and reinforces the sense of hospitality that defines a luxury stay.
