In the hospitality industry, guest reviews play a pivotal role in shaping your property’s reputation. To effectively manage these reviews, HelloShift offers three distinct Post-Stay messaging strategies. Each strategy has its own advantages and considerations, allowing you to tailor your approach to suit your property’s specific goals.

Strategy 1: Maximize Reviews

  • Who Receives Post-Stay Messages: Under this strategy, Post-Stay messages are sent to all guests, regardless of their ratings or feedback.
  • Pros: This approach maximizes the number of reviews, as it includes guests who may have rated your service poorly. It provides a comprehensive picture of guest experiences.
  • Cons: Ratings can be scattered and might include negative feedback. While you get more reviews, the overall rating might be affected.

Strategy 2: Optimize Reviews/Ratings (Default)

  • Who Receives Post-Stay Messages: Post-Stay messages are sent to guests who have not rated your service poorly (equal to or below Guest Score Cutoff). This includes guests who haven’t provided any ratings.
  • Pros: This strategy aims to avoid bad ratings while maximizing the number of reviews. It ensures that you solicit reviews from guests who may not have rated your service at all.
  • Cons: It doesn’t include all guests, and you might miss out on some valuable feedback.

Strategy 3: Maximize Ratings

  • Who Receives Post-Stay Messages: Under this strategy, Post-Stay messages are sent exclusively to guests who have rated your service highly (above Guest Score Cutoff). Guests who haven’t rated your service won’t receive these messages.
  • Pros: This approach can result in higher ratings as it specifically targets guests who have given positive feedback. It’s likely to boost your property’s overall rating.
  • Cons: The downside is that it may result in fewer reviews, as it excludes guests who haven’t rated your service.

It’s important to note that Post-Stay messages are sent to guests who have already received at least one message from the hotel. This ensures that the messages are relevant and timely.

Selecting the right strategy depends on your property’s objectives. If you prioritize gathering a large number of reviews to gain insights into various guest experiences, the “Maximize Reviews” strategy might be suitable. For those concerned about maintaining high ratings, the “Maximize Ratings” strategy may be more appropriate. The default “Optimize Reviews/Ratings” strategy seeks a balance between the two by focusing on guests who haven’t rated your service poorly.

Ultimately, your choice should align with your property’s goals and your approach to managing guest feedback. Whichever strategy you opt for, proactive and respectful communication with your guests is key to fostering positive reviews and enhancing your property’s reputation in the long run.

Post-Stay Messages: Review Strategies - HelloShift

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In the hospitality industry, guest reviews play a pivotal role in shaping your property’s reputation. To effectively manage these reviews, HelloShift offers three distinct Post-Stay messaging strategies. Each strategy has its own advantages and considerations, allowing you to tailor your approach to suit your property’s specific goals.

Strategy 1: Maximize Reviews

  • Who Receives Post-Stay Messages: Under this strategy, Post-Stay messages are sent to all guests, regardless of their ratings or feedback.
  • Pros: This approach maximizes the number of reviews, as it includes guests who may have rated your service poorly. It provides a comprehensive picture of guest experiences.
  • Cons: Ratings can be scattered and might include negative feedback. While you get more reviews, the overall rating might be affected.

Strategy 2: Optimize Reviews/Ratings (Default)

  • Who Receives Post-Stay Messages: Post-Stay messages are sent to guests who have not rated your service poorly (equal to or below Guest Score Cutoff). This includes guests who haven’t provided any ratings.
  • Pros: This strategy aims to avoid bad ratings while maximizing the number of reviews. It ensures that you solicit reviews from guests who may not have rated your service at all.
  • Cons: It doesn’t include all guests, and you might miss out on some valuable feedback.

Strategy 3: Maximize Ratings

  • Who Receives Post-Stay Messages: Under this strategy, Post-Stay messages are sent exclusively to guests who have rated your service highly (above Guest Score Cutoff). Guests who haven’t rated your service won’t receive these messages.
  • Pros: This approach can result in higher ratings as it specifically targets guests who have given positive feedback. It’s likely to boost your property’s overall rating.
  • Cons: The downside is that it may result in fewer reviews, as it excludes guests who haven’t rated your service.

It’s important to note that Post-Stay messages are sent to guests who have already received at least one message from the hotel. This ensures that the messages are relevant and timely.

Selecting the right strategy depends on your property’s objectives. If you prioritize gathering a large number of reviews to gain insights into various guest experiences, the “Maximize Reviews” strategy might be suitable. For those concerned about maintaining high ratings, the “Maximize Ratings” strategy may be more appropriate. The default “Optimize Reviews/Ratings” strategy seeks a balance between the two by focusing on guests who haven’t rated your service poorly.

Ultimately, your choice should align with your property’s goals and your approach to managing guest feedback. Whichever strategy you opt for, proactive and respectful communication with your guests is key to fostering positive reviews and enhancing your property’s reputation in the long run.