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🔔 Responding to Guest Reviews

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Purpose:
To ensure that all guest reviews across platforms are handled promptly and professionally each shift, reinforcing positive feedback and addressing negative experiences with appropriate follow-up and communication.

✅ Daily Review Response Protocol

During Each Shift:

  1. Access Review Links:

🟢 Positive Reviews

  • Use ChatGPT to craft a warm, thoughtful, and unique response.
  • Post the reply directly on the platform where the review was submitted.
  • Share the review in the appropriate inspector WhatsApp feed to:
    • Reinforce positive performance.
    • Provide content they can use in their reporting to owners.

🔴 Negative Reviews

  1. Screenshot the review immediately.
  2. Post it in the “Bad Reviews” WhatsApp group.
  3. Tag:
    • The assigned Inspector
    • The Operations Manager
  4. Await feedback and direction:
    • Either the inspector and operations manager will provide a response for you to post,
    • Or the operations/sales manager will respond directly.

Do NOT reply to a negative review on your own unless you are specifically instructed.

🟡 Pending Reviews (Airbnb Only)

Before allowing an automatic review to post:

  1. Go to OwnerRez.
  2. Search by guest name or reservation number.
  3. Look for the “Do Not Review” tag.
  4. Click the Conversation link in the top right under the reservation number.
    • If there’s any sign of a complaint or guest dissatisfaction:
      Do NOT post a review for them. Remove the auto-review if needed.
    • If there’s no concern and no tag:
      You may proceed with posting a positive review manually if auto-review hasn’t yet posted.

🔔 Important: Auto-review is enabled but not 100% reliable. Always verify each shift to prevent an inappropriate review from going out.

Reminders

  • This is a daily responsibility—make sure no reviews go unaddressed.
  • Be consistent, timely, and professional across all platforms.
  • Always keep guest service and internal accountability in mind when communicating.