Hotel-tech glossary

NPS Detractor

A guest scoring 0-6 on the Net Promoter Score 0-10 question.

An NPS Detractor is a guest who rates the property 0-6 on the 0-10 Net Promoter Score question. Detractors typically generate negative reviews, do not return, and may share their experience publicly. Detractor recovery (proactive outreach within 24 hours of the negative score) is the highest-leverage NPS workflow lever.

Related terms

NPS

Net Promoter Score. A 0-10 question that produces a -100 to +100 advocacy score.

Guest Journey

The end-to-end sequence of guest touchpoints from booking to post-stay.

Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.