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.
Room & area tracking
Every complaint is tagged to a room number and hotel area. You immediately see whether the problem is one room, one floor, or one department — and fix it at the root.
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.
Slack alerts (Pro)
Complaints land directly in the Slack channel your team already watches. No new app, no workflow change.
Resolution & Follow-up
Close the loop — and turn resolved guests into reviewers.
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.
Advanced analytics (Pro)
Operational health score, peak complaint hours, top problem rooms, and resolution time breakdown. Know exactly where your hotel underperforms before a guest writes about it.
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.
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.