Sentiment Analysis
Catch unhappy guests before they leave a bad review.
StayReply tracks sentiment across every message in a conversation, flagging negative shifts before they become complaints. Get suggested actions to recover at-risk stays — while there's still time to fix them.
Per-Message Sentiment
Every incoming guest message gets a sentiment score — positive, neutral, negative, alert — visible inline with the message thread.
Trend Detection
Sentiment tracked across the full stay lifecycle. When it shifts negative, you're alerted before the next message arrives.
Suggested Actions
For negative sentiment trends, StayReply suggests specific recovery actions — goodwill messages, partial refunds, upgrades — based on what works.
Connects natively to the PMS systems your business already uses.
Spot Problems Before They Become Reviews
The earlier you catch a problem, the cheaper it is to fix.
Three layers working together: per-message sentiment scoring, conversation-wide trend detection, and suggested recovery actions before the review window closes.
Per-Message Sentiment
Every message scored as it arrives.
A guest's mood doesn't stay constant across a stay. They check in happy, hit a problem with the heating on day 2, get half-frustrated, then recover when you respond well. StayReply scores every incoming message on a sentiment scale — positive, neutral, negative, or alert — so you can see exactly where the conversation is and where it's heading. Sentiment indicators appear inline with each message in the thread.
Four Sentiment Levels
Positive, neutral, negative, alert. Each message classified in real time based on word choice, context, and emotional tone.
Inline With Messages
Sentiment indicators visible directly in the message thread, so your team sees the emotional context without leaving the conversation.
Available To Every Reply
Sentiment context feeds into reply generation. A reply to a frustrated guest tone-matches differently than a reply to a happy guest.
Trend Detection
Mood shifts you'd otherwise miss.
A single negative message might not mean much. Three negative messages in a row, after a string of neutral ones, is an early warning. StayReply tracks sentiment trajectory across the conversation and alerts you when a shift happens — before the next message arrives, before the guest checks out, before the review goes live.
Conversation-wide sentiment tracked across every message in the stay
Negative trend alerts fire before the guest sends another message
At-risk guests visible on a dedicated dashboard panel for daily review
Suggested Actions
Recovery moves, before the review window closes.
Detecting a problem is useful. Knowing what to do about it is better. When sentiment trends negative, StayReply suggests specific recovery actions based on the issue — a goodwill message, a partial refund, an upgrade offer, a personal check-in call. The suggestions are based on what's worked for similar situations across the customer base.
Action Suggestions
"Send goodwill message," "Offer 20% partial refund," "Schedule mid-stay check-in." Specific recovery moves matched to the type of issue detected.
Outcome Tracking
StayReply tracks which actions actually recovered the guest — and learns over time which recovery moves work best for your specific portfolio.
FAQ
Questions about sentiment analysis.
Learn how sentiment scoring works, what triggers alerts, and how it integrates with the rest of StayReply.
How accurate is the sentiment detection?
Can guests tell their sentiment is being analysed?
How does this connect to escalation?
Is sentiment analysis available in non-English languages?
Ready to stop being your own guest support line?
Start a free trial or talk to our team.