Product
Every tool a great house needs.
Six capabilities, one system. Every one of them ships in every trial; there's nothing to unlock and nobody you have to call first.
Feedback
Hear the whisper before it becomes a headline.
A QR card on the nightstand, a quiet text after check-in, a one-tap pulse after dinner. GuestEM gives guests a private place to say the small thing, so it never has to become a public one.
- SMS, WhatsApp, and QR — no app for guests to install
- Timed touchpoints: post-arrival, mid-stay, post-dining
- Post-stay surveys for the full picture
Room 204 · SMS
Ticket 1124 · Room 204
PRIORITY HIGH“The AC is rattling — hard to nap.”
Engineering
ASSIGNED
Front desk
WATCHING
Manager
IF > 30 MIN
Clock running · 00:01:12
Alerts
The right person knows in seconds. The wrong people aren't bothered.
When sentiment drops or a request lands, GuestEM routes it by department, escalates by urgency, and keeps a clock on it. If it sits too long, it climbs the ladder by itself.
- Department routing with on-shift awareness
- Escalation ladders you define once
- Works where staff already are: SMS, app, email
Requests
Every request, tracked from heard to handled.
Pillows, late checkout, a taxi at six. Small promises are where trust is won and lost, and the queue makes sure nobody has to ask twice.
- One queue across departments, visible to all shifts
- Response-time records per request type
- Guest gets a “done” message the moment it is
Open queue · Tuesday evening
Two pillows, feather-free
Room 412 → Housekeeping · 4 min ago
Taxi to airport, 6:00 AM
Room 117 → Concierge · 12 min ago
Late checkout request
Room 309 → Front desk · 18 min ago
Sparkling water restock
Room 204 → Room service · 31 min ago
Satisfaction by week
+23%Q1
96%
Caught on-property
9 min
Median resolution
4.8★
Public rating
Analytics
See the stay the way your guests felt it.
No wall of charts. You get a nightly close and a weekly story: which rooms run hot, which shift resolves fastest, and what would move your rating most.
- AI summaries of open-text feedback, sourced and quoted
- Per-property and portfolio roll-ups
- Scheduled reports to owners and GMs
Integrations
Plays beautifully with the systems you already run.
Reservations, room assignments, and guest profiles flow in from your PMS. Names are right, timings are right, and nobody types anything twice.
Under the hood, texting and workflows run onSMBcrm, the engine behind our small-business CRM. Message delivery and automations aren't version-one code.
Missing yours? Ask us — Enterprise plans include custom integrations.
Security
Guest data, treated like guests.
With discretion, and never handed to strangers.
SOC 2 Type II
Audited annually, report on request
Encryption
At rest and in transit, always
SSO / SAML
Okta, Entra, Google Workspace
Granular roles
Front desk sees rooms, not revenue
GDPR ready
Guest data deleted on request, provably
EU & US residency
Your guests’ data stays in-region
The trial is the demo.
Every feature, your real property, fourteen days. See all six tonight.