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Review Collection Automation

The Review Collection automation strategically requests and manages guest reviews across platforms, building social proof and maintaining high property ratings.

Overview​

Purpose: Maximize positive review volume while managing potential negative feedback proactively.

Trigger: 24-72 hours post-checkout with satisfaction indicators.

Channels: Email (primary), SMS follow-up, in-app notifications.

Setup Instructions​

  1. Navigate to Automations in your SendSquared dashboard
  2. Click + Create New Automation
  3. Select Review Request from the template library
  4. Configure the automation with the following nodes:

Step 1: Configure Review Triggers​

  1. Set up Smart Timing:
    • 72 hours post-departure
    • Only for completed stays
    • Skip if negative feedback reported
    • Delay for travel day recovery

Step 2: Add Satisfaction Filters​

  1. Configure Pre-screening Logic:
    • Check mid-stay feedback scores
    • Skip if maintenance issues reported
    • Delay if hospitalization mentioned
    • Fast-track 5-star in-stay ratings

Step 3: Create Personalized Requests​

  1. Design Platform-Specific Flows:
    • Airbnb review portal integration
    • VRBO review link generation
    • Google Business reviews
    • TripAdvisor solicitation
    • Internal platform reviews

Email Templates​

Initial Review Request​

Subject: How was your stay at [Property Name]?

Dear [Guest Name],

We hope you enjoyed your recent stay at [Property Name]! Your experience matters greatly to us and future guests.

Would you mind sharing your feedback? It helps us maintain our high standards and helps other travelers.

Rate your stay:
⭐⭐⭐⭐⭐ [5-star link]
⭐⭐⭐⭐☆ [4-star link]
⭐⭐⭐☆☆ [3-star link]
⭐⭐☆☆☆ [2-star link]
⭐☆☆☆☆ [1-star link]

Or write a detailed review:
• [Airbnb Review Link]
• [VRBO Review Link]
• [Google Review Link]

As a thank you, we'll send you a 10% off code for your next stay after your review is published.

Best regards,
[Property Manager]
[Property Name]

P.S. Having any concerns? Contact me directly at [Email/Phone] - we're here to help even after your stay.

5-Star Guest Follow-up​

Subject: Thank you for your amazing review!

Dear [Guest Name],

Thank you so much for your wonderful 5-star review! It truly means a lot to our team.

We're thrilled you enjoyed:
• [Specific feature mentioned in review]
• [Another positive element]
• [Third highlighted aspect]

As promised, here's your 10% loyalty discount code: THANKYOU10
Valid for any future booking until [Date].

Special invitation: Join our VIP list for:
✓ Early access to new properties
✓ Exclusive member rates
✓ Priority booking support

[Join VIP Program]

We'd be honored to host you again!

Warm regards,
[Property Manager]

Negative Review Prevention​

Subject: Important: We'd like to address your concerns

Dear [Guest Name],

We noticed you rated your recent stay below our usual standards at [Property Name].

Your satisfaction is our top priority, and we'd appreciate the opportunity to make things right before you leave feedback online.

Please call or email me directly to discuss:
• What didn't meet expectations
• How we can improve
• Possible remedies or compensation

Direct contact:
[Manager Name]
[Phone Number]
[Email Address]

We value your business and hope to resolve any issues promptly.

Sincerely,
[Property Management Team]

Review Request Sequence​

Step 1: Satisfaction Check (Day 1)​

Subject: Quick question about your stay

Hi [Guest Name],

We hope you had a great experience at [Property Name].

On a scale of 1-10, how would you rate your stay?

[1-3: Immediate manager contact]
[4-6: Personal call to discuss]
[7-8: Review improvement request]
[9-10: Public review invitation]

Your feedback helps us improve!

[Rate Your Stay]

Step 2: Strategic Review Request (Day 3)​

Subject: Share your [Property] experience

[For 9-10 ratings from Step 1]

Dear [Guest Name],

Thank you for rating your stay so highly! We'd love if you'd share your experience with other travelers.

Your review would help families like yours find the perfect vacation home.

Quick options:
→ [1-Click 5-Star Review]
→ [Write Detailed Review]
→ [Review on Multiple Platforms]

Appreciation gift: 10% off + priority booking guarantee

Thank you for supporting our small business!

[Host Name]

Step 3: Gentle Reminder (Day 7)​

Subject: Don't forget your 10% off code

Hi [Guest Name],

Just a quick reminder - we're still hoping you'll share your experience at [Property Name].

Your review helps other travelers and earns you:
• 10% off future stays
• Priority booking status
• Exclusive early access deals

Takes just 2 minutes:
[Leave Review Now]

No pressure - we appreciate you either way!

[Team Member]

Platform-Specific Integration​

Airbnb Review Flow​

1. Auto-detect Airbnb booking
2. Wait 24 hours post-checkout
3. Send Airbnb-specific review invitation
4. Track review completion
5. Send thank you once published

Airbnb Message:
"Hi [Guest], thank you for staying with us! It would mean a lot if you could share your experience on Airbnb. Here's your direct review link: [Airbnb URL]. Hope to host you again soon!"

VRBO Review System​

1. Monitor VRBO notifications
2. Identify review opportunities  
3. Send VRBO review request
4. Follow up once if needed
5. Archive after completion

VRBO Template:
"Thank you for choosing [Property] through VRBO! Your feedback helps other travelers. Please take a moment to review your stay: [VRBO Link]. We appreciate your business!"

Google Reviews​

1. Identify eligible properties
2. Generate unique Google review links
3. Prioritize properties with few reviews
4. Track Google review metrics
5. Respond to all Google feedback

Google Request:
"Help future guests discover [Property]! Share your experience on Google Maps: [Review Link]. Your insights make a difference to fellow travelers."

Review Management Components​

Response Templates​

Positive Review Response​

Thank you, [Guest Name], for this wonderful 5-star review! We're delighted you enjoyed the [specific amenity] and [location advantage]. 

We'd be honored to welcome you back for another memorable stay. As a returning guest, you'll receive priority booking and 15% off your next visit.

Looking forward to hosting you again soon!

Warm regards,
[Property Manager]

Neutral Review Response​

Thank you for your honest feedback, [Guest Name]. We're glad you enjoyed [positive aspect], and we've taken note of your concerns about [issue mentioned].

We've already addressed [specific fix] and are implementing [improvement plan] for future guests. 

We'd love the opportunity to exceed your expectations next time. Please contact us directly at [contact info] to discuss a return visit.

Best regards,
[Management Team]

Negative Review Response (Public)​

Thank you for your feedback, [Guest Name]. We're genuinely sorry to hear about [specific issue]. This is not the experience we aim to provide.

We take all concerns seriously and have:
• Addressed the [issue] immediately
• Retrained our staff on [protocol]
• Implemented [improvement measure]

We'd welcome a conversation to make this right. Please contact our manager directly at [contact info].

We hope you'll give us another chance to earn your trust.

Sincerely,
[Senior Management]

Review Incentives​

Tiered Reward System​

REVIEW REWARDS:

Basic Review:
• 10% off next booking
• Priority support access
• Loyalty points: 250

Detailed Review (100+ words):
• 15% off + free upgrade
• VIP guest status
• Loyalty points: 500

Photo/Video Review:
• 20% off + $50 credit
• Featured guest spotlight
• Loyalty points: 1000

Multiple Platform Reviews:
• 25% off + free night
• Ambassador status
• Loyalty points: 2000

Contest Integration​

Monthly Review Contest:

PRIZES:
• Weekly: Free 2-night stay
• Monthly: 7-night luxury property
• Quarterly: $500 travel credit

Entry Requirements:
• Leave 100+ word review
• Include 3+ photos  
• Post within 72 hours
• Tag @username on social

[Enter Contest]

Reputation Management Dashboard​

Key Metrics to Track​

REVIEW PERFORMANCE:

Platform Metrics:
• Airbnb: 4.9/5.0 (234 reviews)
• VRBO: 4.8/5.0 (156 reviews)
• Google: 4.7/5.0 (89 reviews)
• Overall: 4.8/5.0 (479 reviews)

Trends:
• Review volume: +15% MoM
• Average rating: Stable
• Response rate: 98%
• Response time: 3.2 hours

Issues Monitoring:
• Cleanliness mentions: -10%
• WiFi complaints: -5%
• Value ratings: +8%

Alert System​

REVIEW ALERT TRIGGERS:

Immediate Alerts:
• Any 1-2 star review
• Keywords: "dirty," "broken," "unsafe"
• Manager mention by name
• Fraud/fake review suspected

Daily Summary:
• Reviews pending response
• Review volume tracking
• Sentiment analysis results
• Competitive benchmarking

Review Generation Campaigns​

Seasonal Review Push​

Subject: Help us reach 500 reviews by summer!

Dear valued guests,

We're close to a milestone - 500 total reviews! Each review helps future guests discover our properties.

Summer Review Campaign:
• Review now, get 20% off summer booking
• Refer a friend who reviews, both get bonus
• Top 10 reviewers win free stays

Current progress: 479/500 reviews

Help us reach this goal:
[Leave Review Now]

Thank you for being part of our community!

[Marketing Team]

Loyalty Review Program​

VIP REVIEW REWARDS:

For Repeat Guests:
• Double loyalty points on reviews
• Guaranteed rate matching
• Priority check-in/out
• Concierge service access

Elite Guest Challenge:
• Leave 5 reviews = Elite status
• Review all properties stayed = Ambassador
• Monthly review = Featured guest

[View Your Rewards]

Best Practices​

  • Request reviews at optimal times
  • Keep requests short and personal
  • Never ask for only 5-star reviews
  • Respond to all reviews (good and bad)
  • Address issues privately first
  • Incentivize but don't pressure
  • Monitor review authenticity
  • Analyze feedback for trends

Success Metrics​

Track key indicators:

  • Review request open rates
  • Conversion to completed review
  • Average star rating by property
  • Review volume growth
  • Negative review reduction
  • Review response engagement