Spot the problem
before the
1-star review.
NPS (Net Promoter Score) is the metric that most influences a hotel’s reputation. NPSLab asks the guest at the right moment, resolves detractors in private and turns promoters into 5-star reviews.
A negative review costs far more than one night.
In tourism, the booking decision happens online — and it is driven by reputation. A dissatisfied guest who was not heard becomes a public review that scares away dozens of future guests. NPS is the early warning system: it captures dissatisfaction while there is still time to fix it.
A dissatisfied guest rarely complains at the front desk.
They stay silent at checkout — and pour everything into a public review days later, when it is already too late to fix.
Feedback that arrives late
You only find out about the room 412 problem when it is already in the Booking stars — public and permanent.
Promoters who disappear
Delighted guests rarely leave reviews on their own. Without a nudge at the right moment, your best reputation stays invisible.
Several properties, zero visibility
With more than one property, comparing satisfaction across units turns into a spreadsheet — and nobody looks at the spreadsheet.
Hear the guest at every stage of the journey
NPSLab sends the right survey at the right moment — by WhatsApp, email, SMS or a QR code in the room.
Pre-arrival
Confirm expectations and special needs before the guest arrives.
Check-in
Rate the first impression: front desk, speed and welcome.
Key moment
Catch problems after the 1st night — there is time to fix them before checkout.
Checkout
A QR code at the front desk or in the room captures the score with the experience fresh.
Post-stay
Promoters are invited to review on Google and Booking. Detractors are resolved in private.
From arrival to checkout, the survey is always within reach
QR code or tablet at the front desk: guests rate in seconds, with the experience still fresh.
What changes when you listen at the right moment
They spotted recurring street noise in surveys and installed acoustic windows. NPS rose from 48 to 72 in six months.
They started inviting only promoters to review. 5-star reviews on Google tripled in three months.
With real-time detractor alerts, 1 in 3 dissatisfied guests had the problem resolved before checkout.
Built for those who run several properties
Real-time detractor alert
Low score? Your team is notified instantly by app push or email to act before checkout.
Compare properties
Unit ranking and chain NPS evolution in a single dashboard, in real time.
Multi-channel
WhatsApp, SMS, email and a QR code in the room. Reach the guest where they respond.
Per-location plans
Start free with 30 responses/month. Paid plans are shown in the app with localized App Store or Google Play pricing.
NPS for hotels, no mystery
What is NPS for hotels?
NPS (Net Promoter Score) is the metric that measures how likely a guest is to recommend your hotel, on a scale of 0 to 10. In the hotel sector, it anticipates online reviews: promoter guests tend to leave 5-star reviews, while detractors hurt your reputation on Booking, Google and TripAdvisor.
What is a good NPS for hotels?
The global average NPS in hospitality is around 44 (QuestionPro, 2025). Benchmark chains such as Hyatt operate above 58. Above 50 is already considered excellent; above 70, world class.
How does NPS help increase positive reviews?
NPSLab identifies promoter guests in real time and automatically directs them to leave a review on Google or Booking, while detractors are resolved in private before they turn into a negative public review.
When should I send the NPS survey to the guest?
The ideal time is between 24 and 48 hours after checkout, when the experience is still fresh. NPSLab also allows surveys during the stay to fix problems before departure.
Your next 5-star review starts today
Set up your first survey in 5 minutes. Start free, no card.