What happens when something goes wrong
Suzy isn't perfect. Here's exactly what we do when she makes a mistake.
We built Suzy to be honest about what she doesn't know. But occasionally she may give a guest incorrect information. When that happens, here's our exact response process.
Within 1 hour
We call you personally
Khaleal calls the property owner within 1 hour of any confirmed Suzy mistake. Not an email. A phone call. You hear about it from us before the guest complains.
Within 24 hours
The FAQ bank is fixed
Whatever caused the wrong answer gets corrected in your FAQ bank within 24 hours. Suzy will never make the same mistake again at your property.
Within 48 hours
The guest hears from you
We help you draft a personal apology to the affected guest. Most guests who receive a genuine apology leave better reviews than guests who never had a problem.
What triggers this protocol
- 1
Suzy gives a guest wrong check-in or check-out time
- 2
Suzy quotes a rate that doesn't match your pricing
- 3
Suzy describes an amenity that doesn't exist
- 4
A guest complains about Suzy's response
- 5
You identify a wrong answer in the logs
How to trigger it
If you ever see Suzy give a wrong answer, text or call Khaleal immediately:
Or use the correction feature in your dashboard: reply to any escalation with C: followed by the correct answer.
Our guarantee
80% message deflection in 30 days or full refund - no questions asked.
And if Suzy ever causes a guest to leave a 1-star review because of wrong information, we credit you one month free.
Questions about how Suzy handles mistakes?