Managing Guest Reviews

Review Management

Types of Reviews

  1. 5 star review if both of the following two criteria are met:
    1. We are happy with guest. NO damage or mess; good communication and house rules followed
    2. Guest is happy with us. There is no indication from them that they were not pleased with the stay
  2. Less than 5 star review if any of the following apply
    1. Guest left a mess or damage.
    2. Guest violated house rules
    3. Guest did not communicate well or pleasantly.
    4. Guest is ultra picky

When to Review

Type of guestWhen
Great guest with no complaintsDay of checkout or shortly after
Great guest with compliant(s)Last minute
Bad guest with no complaintsanytime
Bad guest with complaintsLast minute

Review Periods & Process

ChannelPeriodProcess
Airbnb14 days after checkoutAuto on Uplisting / Manual on Airbnb
VrboUp to 14 days after guest leaves a reviewManual on VRBO
BDC, Google, & DirectN/AN/A

Tasks

  1. Monitor Uplisting auto reviews. If it is not a “Great guest with no complaints” it should not be auto. In that case do the following
    1. Turn off auto review for guest (This must be done within about 20 hours of checkout)
    2. Turn off last automated message for guest à https://app.uplisting.io/calendar/bookings/{booking-id}/summary

Doing this task means cuing in to the guests and detecting when they are not happy. If not happy then turn off auto review immediately