Features
Everything your hotel needs.
Nothing it doesn't.
Instay is a complaint interception system. Every feature exists to do one thing: stop bad reviews before they go public — and turn resolved guests into positive ones.
Complaint Interception
Stop bad reviews before they reach Google.
QR codes for every zone
Place QR codes in rooms, the pool, spa, restaurant, lobby — anywhere a guest might have a problem. They scan, complain privately, and you get it before they post publicly.
Private feedback channel
Guests who are unhappy get a direct line to your team instead of a review site. The complaint stays inside your walls until you've had a chance to fix it.
Custom branded forms
The feedback form carries your hotel's name and logo. Guests see your brand, not ours. Feels like part of your service, not a third-party tool.
Smart Prioritisation
Know what to fix first, without reading every complaint.
Urgency scoring (0–10)
Every complaint gets an automatic urgency score. A broken elevator at midnight scores a 9. A slow breakfast scores a 3. Your team knows exactly what needs attention right now.
Auto department routing
Maintenance complaints go to maintenance. Cleaning goes to housekeeping. Front desk gets the rest. No manual sorting, no complaints falling through the cracks.
Repeat guest detection
If the same guest has complained before, the system flags it. You know when someone is a chronic complainer — and when someone deserves extra attention.
Real-Time Alerts
Your team knows the moment something goes wrong.
Email alerts
Staff get notified by email the second a complaint is submitted. No need to check the dashboard — the dashboard comes to them.
WhatsApp alerts
For teams that live on WhatsApp, complaints land directly in the chat. No app to install, no training required.
SMS alerts (Pro)
Critical issues trigger an SMS to the manager on duty. Works even without internet. No app required.
Resolution & Follow-up
Close the loop — and turn resolved guests into reviewers.
SLA tracking
Set response time targets — e.g. all complaints resolved within 2 hours. The system tracks deadlines and alerts you before a breach happens.
Automatic review prompting
When a complaint is marked resolved, Instay automatically sends the guest an email asking them to leave a Google or TripAdvisor review. Happy guests become your best marketing.
Internal notes & assignment
Assign complaints to specific team members, add internal notes, and track progress — all in one place without a single email thread.
Analytics
See exactly where your hotel has problems — before guests do.
Category breakdown
Which area generates the most complaints? Rooms? Restaurant? Pool? The dashboard shows you at a glance so you can fix the root cause, not just the symptom.
Resolution trends
How fast is your team resolving complaints this week vs last month? Are things improving? The data shows you.
Staff performance analytics (Pro)
Who resolves complaints fastest? Who has the most overdue cases? Useful for performance reviews and knowing where to add support.
Automation & Integrations
For hotels that want Instay to work inside their existing workflows.
Automation engine (Pro)
Build rules like: "If urgency score > 8 and not resolved in 1 hour → send WhatsApp to hotel manager." No code required.
Slack, Notion, Airtable & webhooks (Pro)
Complaints flow directly into the tools your team already uses. No extra app to open, no workflow change required.
Escalation rules (Pro)
Critical complaints that aren't resolved automatically escalate to the owner. Nothing gets ignored, even when staff is busy.
A/B testing for forms (Pro)
Test two versions of your feedback form to see which gets more responses. More responses = more complaints caught privately.
Full audit trail (Pro)
Every action logged — who changed what, when, and why. Useful for accountability and compliance.
Start protecting your reputation.
14 days free. No credit card required. Setup in under 10 minutes.