Many hotels send out a feedback form after check-out. But response rates are often low and the answers tend to stay on the surface. A rating shows <i>that</i> something was not right, but rarely <i>why</i>. Valuable insights get lost as a result.
This is exactly where <strong>Underheard</strong> comes in. The Zurich-based startup replaces traditional questionnaires with short, AI-supported conversations. After their stay, guests receive a link and can spend two to three minutes talking about their experience in their own language. The AI asks targeted follow-up questions and helps uncover concrete causes and areas for improvement.
For hotels, this creates a nuanced picture of what their guests actually need and expect. Instead of individual ratings, they receive a structured analysis of the most frequent topics, supported by concrete statements from the conversations.
<h2>From rating to root cause</h2>
In one pilot project, for example, a guest mentioned that the in-room technology had not been convincing. Targeted follow-up questions revealed that the Wi-Fi was good enough for emails but reached its limits when streaming. A few days later, another guest described the same experience.
Insights like these often remain hidden in traditional surveys. The conversation-based approach helps identify recurring topics early so they can be addressed in a targeted way.
<h2>Pilot project with HotellerieSuisse</h2>
As part of the Hospitality Booster, Underheard is looking for hotels to take part in a free pilot.
The pilot runs for two weeks and requires only minimal effort from the hotel. After check-out, guests are given a link. Underheard handles the conversations and the analysis of the results.
At the end, the hotel receives a comprehensive report with:
<ul>
<li>the most frequently mentioned topics</li>
<li>concrete guest voices and examples</li>
<li>assessments of areas for action and priorities</li>
<li>valuable insights for further developing the guest experience</li>
</ul>
<h2>Pilot hotels wanted</h2>
We are looking for hotels in German-speaking Switzerland, Romandy and Ticino.
In principle, businesses of any size can take part. The results are especially meaningful for medium-sized and larger properties, as enough conversations come together in a short time for a solid analysis.
<h2>Interested in taking part?</h2>
If you would like to try new approaches to guest feedback and gain valuable insights into your guests’ needs, you can register for the pilot through the Hospitality Booster (hospitalitybooster@hotelleriesuisse.ch).