Catch the complaint before it becomes a review
You're always the last to know
A guest has a bad experience at your table. They smile at the server, decline the offer to speak with a manager, walk to their car, and open Google.
By the time your GM sees the review — which might be 24, 48, or 72 hours later — the guest is unreachable, the context is gone, and your only move is a public response that makes you look like you're reciting from a crisis communications manual. You didn't fail this guest. You just didn't have a system to hear from them before they heard from the internet.
The 10-Minute Window
In the minutes immediately after leaving a restaurant, a guest is most likely to act on a negative experience — either by telling you or by telling everyone else. The difference between those two outcomes is whether you give them a fast, easy, private channel to share what happened. Avantly's SMS feedback tool is designed to activate in that window. A text goes out. A link goes to a private form. The guest clicks. Complaints route internally — to the GM, to the location's recovery workflow, or directly to you. Guests who report a good experience are guided to Google. The window closes. The review never gets written.
Intercept vs. React
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Reactive (Without Avantly)
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Proactive (With Avantly)
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Find out about the review 48-72 hours after it posts
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Guest receives SMS within 10 minutes of their visit
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Respond publicly with a form letter
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Private feedback form captures the complaint internally
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Guest is already gone, context is gone
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Internal team recovers the guest while the experience is fresh
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Review affects star rating for months
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Review never gets written
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FAQ
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How does Avantly get the guest's phone number?
Phone numbers can be collected through your reservation system, loyalty program, or at point of order. Avantly integrates with your existing guest data — it doesn't replace it.
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What happens if a guest doesn't click the SMS link?
If no response is received, the guest record is flagged as "no engagement" and the location is notified. Some operators follow up with a secondary channel. Others let it go. That's your call — Avantly gives you the data, you make the decision.
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What do we do for guests who order takeout?
Avantly can set-up multiple proactive feedback surveys per location. This ensures you can capture and track takeout orders separately from in-house dining experience.
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What do we do for walk-ins and no phone number?
Avantly also provides in-the-moment QR-codes which can be printed on cards and provided to guests after paying their bill. The automated workflow after the feedback is provided ensures you have an opportunity to capture comments for all visits.
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Is this compliant with Canadian anti-spam legislation (CASL)?
Yes. Avantly's SMS communication workflows are designed to comply with CASL requirements for commercial electronic messages, including consent mechanisms. If you have specific compliance questions, we recommend reviewing them with your legal counsel.
