Hospitality Guest Service QA
How Rocketstay keeps guest service consistent as it grows across properties and channels
Rocketstay handles guest communication for hotels, resorts, and short-term rentals by phone, WhatsApp, SMS, and email. As the business grows, EmberQA gives its leaders visibility into those conversations, turning scores into coaching and better decisions. Between June and October 2026, average call quality rose 11%.
“As Rocketstay continues to grow across multiple properties and communication channels, maintaining consistent service quality is a key priority. EmberQA gives us better visibility into guest interactions, helping us identify performance gaps, turn assessments into actionable coaching, and continuously improve our service standards.”Read the full quote
Beyond scoring conversations, it supports better leadership decisions, team development, and consistently positive, helpful, and professional guest interactions. We also value how responsive and accommodating the EmberQA team is, always willing to answer questions, address challenges, and tailor solutions to our operational needs. In hospitality, where every guest interaction matters, that combination of visibility, accountability, and support makes a real difference.”
For a Rocketstay guest, the property is what they booked, but the conversation is often what they remember. A traveler asking about early check-in, a parking pass, or a room that isn't quite right reaches Rocketstay's team by phone, WhatsApp, text, or email. How that exchange goes shapes the review they leave. In a business that lives on reviews, every one of those conversations speaks for the property.
The challenge
Rocketstay started in 2015 as a revenue management company serving a handful of hotels. Today it supports hotels, resorts, and short-term rentals across the United States, Mexico, Latin America, Europe, and Asia, with a multilingual team handling guest communication around the clock. Every new property brings more guests, more conversations, and more expectations. Keeping service consistent through that growth is the priority, and it's hard to do by hand. Spot-checking a few calls and threads shows how those conversations went, but not whether the standard holds across every property, channel, and agent.
What the team needed
Rocketstay wanted QA that would help its leaders develop a growing team, not just grade it:
- Visibility into guest conversations across calls, WhatsApp, SMS, and email
- Scorecards built around Rocketstay's own service standards
- A clear view of performance gaps, by agent and by behavior
- Assessments that turn into actionable coaching
- Scores that can feed agent KPIs, rankings, and recognition
- A setup tailored to how the operation actually runs
The goal wasn't another report. It was a way to see where service stood, act on it, and keep raising the bar.
The workflow
EmberQA connects to Rocketstay's Dialpad phone system and its Helpwise inbox, so calls and closed WhatsApp, SMS, and email threads come in automatically. When more than one agent works a thread, each agent gets their own evaluation. Between mid-May and the end of October 2026, EmberQA completed 18,485 evaluations: 5,099 calls and 13,386 written conversations, including 8,051 on WhatsApp, 3,607 by SMS, and 1,704 by email.
Every conversation is scored against one of two 100-point scorecards, one for calls and one for written channels. Each has 18 checks covering the behaviors that make up good hospitality: the greeting, empathy, how well the agent investigated, whether the issue was resolved, whether every concern was answered, follow-through, offering further help, and the close. Written conversations are also checked for grammar and presentation, because a WhatsApp reply speaks for the property too. Rocketstay also monitors responsiveness across channels, so slow replies and long silences don't go unnoticed.
Tailored to Rocketstay's operation
Rocketstay's inboxes carry more than guest conversations, so the EmberQA team worked with its operations leaders to tune what gets reviewed. Administrative messages, promotions, booking notifications, and short email threads are skipped, and calls that don't involve a guest are exempt. When something new comes up, like a stream of automated booking alerts, the rules get adjusted, sometimes during the same call. Every score stays tied to how guests are actually being served.
From visibility to coaching
Every score breaks down into the behaviors behind it, so managers can see whether an agent's gap is empathy, investigation, or follow-through, and coach to that moment. Conversations that need attention trigger alerts in EmberQA, by email, and in Rocketstay's internal communication tool, where EmberQA delivered more than 2,300 alerts through October. Coaching notes can be attached to individual conversations, building a record managers can draw on for team development.
The result
Rocketstay started with EmberQA in mid-May 2026. Between June, its first full month, and October, average call quality rose 11%, and the share of calls meeting Rocketstay's QA standard grew 22%, reaching 91% in October. The gains held across the team, too: agents who handled calls consistently in both months improved by the same 11%. October was the team's strongest month yet.
“Beyond scoring conversations, it supports better leadership decisions, team development, and consistently positive, helpful, and professional guest interactions.”
| Before EmberQA | With EmberQA |
|---|---|
| Supervisors spot-checked a small sample by hand | Guest calls and written conversations are scored automatically |
| Calls and written threads lived in separate systems | One view of service quality across calls, WhatsApp, SMS, and email |
| Feedback depended on the few conversations someone reviewed | Coaching tied to specific behaviors, like empathy and follow-through |
| Team decisions relied on limited samples | Leaders make team decisions with data from all four channels |
For Rocketstay, the value goes beyond the score. Managers can see how guests are being served across every channel, agents get coaching tied to real moments, and leaders have the data to make decisions about the team as it grows.
“We also value how responsive and accommodating the EmberQA team is, always willing to answer questions, address challenges, and tailor solutions to our operational needs. In hospitality, where every guest interaction matters, that combination of visibility, accountability, and support makes a real difference.”