CSAT Feedback WhatsApp Template for Hospitality

Personalise the two variables so it reads 1:1

The template carries two variables and both matter. {{1}} is the guest's first name — pulled from your PMS, POS or booking engine — which lifts open intent because the message looks personally addressed rather than blasted. {{2}} is the specific property, outlet or booking, for example 'The Lakeview Grand, Udaipur' or 'Biryani House, Koramangala'. Naming the exact place they just visited removes any 'is this even for me?' hesitation and anchors the rating to a concrete memory. Keep both values short and human — use the property's guest-facing name, not an internal branch code. If you run multiple outlets under one WhatsApp number, map {{2}} to the outlet the guest actually transacted with so a five-star rating credits the right team and a poor rating alerts the right manager.

• {{1}} — guest first name from PMS/POS/booking system
• {{2}} — the exact property, outlet or booking they used
• Use guest-facing names, never internal branch or SKU codes
• Route the outcome to the outlet named in {{2}}

Why quick-reply buttons beat a survey link

A CSAT survey link asks the guest to leave WhatsApp, wait for a page to load and read a form — friction that quietly kills half your responses. The three quick-reply buttons in this template collapse the whole rating into one tap, and every tap comes back to you as a structured, machine-readable payload you can log, chart and act on. Excellent, Okay and Poor map cleanly to a satisfaction scale without asking the guest to think about numbers. The real power is in the routing: wire a 'Poor' or 'Okay' tap to instantly alert a duty manager or open a service-recovery flow, so you catch a disappointed guest inside the free 24-hour service window — before they vent on a review site. A 'Excellent' tap is your cue to (separately, and only with consent) invite a public review.

Getting it approved and keeping it compliant

Submit this as a Utility template. Utility approvals are typically quick because the message is purely transactional — it references a completed interaction and asks for feedback, with no offer, discount or promotional language anywhere in the body. That distinction is what keeps it in the cheaper Utility lane: the moment you add 'get 10% off your next stay' or any incentive, Meta re-classifies it as Marketing, which changes the rate and forces a marketing-style opt-out line. Provide realistic sample values for both variables when you submit so the reviewer can see the finished message. Consent still applies even for Utility — the guest should have opted in to WhatsApp communication at booking or checkout. InfiQ's template manager validates variable counts and button structure before submission, so avoidable rejections don't cost you a review cycle.

• Submit under Utility — keep the body strictly transactional
• No offers, discounts or promo copy, or it becomes Marketing
• Attach sample values for {{1}} and {{2}} at submission
• Consent/opt-in still required even for Utility templates

What it costs to send

Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message by category. This template sends on the Utility rate — one of the lowest tiers — and the guest's reply taps land inside the free 24-hour service window, so a follow-up thank-you or recovery message in that window carries no extra template charge. Your total cost per send is Meta's live Utility rate plus InfiQ's transparent ₹ platform pricing on that rate card, quoted ex-GST with nothing hidden. Because response rates on a well-timed WhatsApp CSAT ask run far ahead of email, the cost per completed rating is usually a fraction of what a survey tool delivers. Use the cost calculator to slide your monthly stay or order volume and see the ₹ figure for your property.

• Billed on Meta's Utility per-message rate (a low tier)
• Guest replies fall inside the free 24-hour service window
• Price = Meta live rate + InfiQ transparent ₹ platform fee, ex-GST
• Cost per completed CSAT typically beats email survey tools

Handy variations you can build from this base

Keep the master template lean, then branch versions for different needs. A shorter one-variable version ('Hi {{1}}, how was your stay? Tap to rate') suits high-volume quick-service outlets where you don't need to name the property every time. A regional-language version in Hindi, Tamil, Marathi or your guests' local language noticeably raises response rates in tier-2 and tier-3 markets — create it as a separate approved template rather than translating on the fly. If you want to combine rating with a review push, keep the CSAT ask Utility and clean, and only send a review invitation as a distinct, opt-in message to guests who tapped 'Excellent' — never fold an incentive into the feedback ask itself.

• Short version: one variable for high-volume quick-service
• Regional-language versions for tier-2/tier-3 response lift
• Keep review invitations as a separate, consent-based message