Perfectly Timed Review Request System
A done-for-you hotel automation built for the Guest Relations Manager, connecting Twilio and Mailchimp so the work below happens on its own.
What this automation does, step by step
At 9am the morning after a guest checks out, while the stay is still fresh in their mind, they automatically receive a friendly text or email asking about their experience.
Guests who respond positively are immediately routed to a direct link to leave a review on Google or TripAdvisor, while anyone who indicates a problem is routed instead to a private feedback form that alerts the guest relations manager before any negative review goes public.
Repeat guests get a slightly different message that also mentions a returning-guest perk, which nudges them toward booking direct on their next stay instead of going back through an OTA.
Review volume grows steadily every month, and the property has caught and resolved several complaints that would previously have shown up as one-star reviews.
The manual way vs. the automated way
Without automation
Without this system, a guest relations manager manually pieces together information from different places, then has to relay it to everyone who needs it. None of it is difficult, it's just slow, repetitive, and easy to fall behind on.
With this automation
- Review requests timed to the moment the job is done
- Instant manager alerts when a customer reports a problem
- Alerts when a new review needs a response
- Survey and NPS results that reach the people who can act
Often built alongside this one
Guest Satisfaction Survey & Service Recovery System
Every guest who checks out receives an automated satisfaction survey via text within two hours of departure.
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