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🚫📝 Marking Guests as “Do Not Review” in OwnerRez

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Purpose:
To prevent automated review requests from being sent to guests who had a problematic stay or raised issues during or after their visit.

⚠️ Important:
Any time a guest issue is brought to our attention—whether it’s a complaint, conflict, refund request, or any dissatisfaction—we must immediately mark the guest as “Do Not Review”. This ensures they are excluded from all automated post-stay review requests, avoiding negative reviews and preserving our public reputation.

1. Access the Booking

  • Log in to OwnerRez.
  • Search for the booking using the guest’s name, booking number, or property address.
  • Click into the relevant booking record.

2. Open the Booking Settings

  • In the booking, go to the ‘tags’ section under their contact info, click ‘change,’ and select the “Do Not Review” checkbox
  • Check the box labeled “Do Not Review”.

3. Save the Change

  • After checking the box, be sure to Save or Update the booking to apply the change.
  • This will prevent any review-related emails or automated messaging from being sent to this guest.

4. Add Internal Notes (Recommended)

  • While in the booking, scroll to the Notes section.
  • Leave a brief explanation (e.g., “Guest reported ants and expressed dissatisfaction – marked Do Not Review 7/4/25”).

5. Team Communication

  • If you were informed by another team member, or if the issue escalates, be sure to tag or notify the appropriate staff in WhatsApp or email so the guest record is consistently handled moving forward.

🔗 Reference:
OwnerRez guide on Problem Guests:
https://www.ownerrez.com/support/articles/problem-guests