Guest Communication & Review Management
Deliver 5-Star Guest
Experiences Without
the Stress
Our systematic approach to guest communication drives outstanding reviews while eliminating owner workload
Communication That Builds Trust—and Better Reviews
Timely, helpful communication is one of the biggest drivers of 5-star reviews. But managing messages at all hours can be overwhelming. That’s where we come in. Our team handles all inbound and outbound messaging, check-in instructions, stay details, and follow-ups—so your guests feel cared for from booking to checkout.
Our dedicated guest experience team responds to all inquiries within 30 minutes, 24/7/365. We handle everything from initial booking questions to check-in instructions, mid-stay support, and post-stay follow-up—all designed to generate consistent 5-star reviews.
Our communication protocols are built on hospitality best practices and continuous refinement based on guest feedback, ensuring every interaction enhances the guest experience and your property’s reputation.
What's included
Our Guest Communication System
Pre Arrival Communication
We create excitement and reduce anxiety before guests even arrive through:
- Personalized booking confirmation with property highlights and local recommendations
- Automated but customized pre-arrival messages at 7 days and 3 days before check-in
- Detailed arrival guides with clear directions, access instructions, and property information
- Proactive outreach for early check-in or late checkout when schedule permits
- Local area guides and personalized recommendations based on guest profiles and trip purpose
During Stay Support
We ensure guests have everything they need throughout their stay with:
- 24/7 support for any questions or issues that arise during the stay
- Proactive check-ins at strategic moments to ensure guest satisfaction
- Rapid response protocols for any maintenance or comfort issues
- Local recommendations for dining, activities, and services based on guest preferences
- Clear communication about checkout procedures and expectations
Post Stay Follow Up
We maintain the relationship after checkout through:
- Personalized thank you messages expressing appreciation for their stay
- Strategic review requests timed for optimal response rates
- Thoughtful responses to all reviews, both positive and negative
- Special return guest offers to encourage repeat bookings
- Periodic outreach for seasonal promotions and special events
Generating Positive Reviews
We implement proven strategies to encourage positive reviews, including:
- Exceeding expectations through thoughtful touches and amenities
- Resolving any issues immediately during the stay before they become review complaints
- Timing review requests strategically when guest satisfaction is highest
- Making the review process simple with direct links and gentle reminders
- Personalizing review requests to highlight memorable aspects of their stay
Addressing Negative Feedback
When less-than-perfect reviews occur, we:
- Respond promptly with professional, non-defensive acknowledgment
- Take ownership of any legitimate issues and outline specific resolution steps
- Highlight any improvements or changes made as a result of the feedback
- Take the conversation offline when appropriate to resolve concerns privately
- Follow up with the guest directly to restore goodwill when possible
Leveraging Reviews for Improvement
We use review data as a continuous improvement tool by:
- Analyzing patterns in guest feedback to identify enhancement opportunities
- Implementing specific improvements based on guest suggestions
- Tracking review sentiment across all platforms to measure guest satisfaction trends
- Benchmarking your property's review performance against similar listings
- Highlighting positive reviews in property marketing materials
Technology
Communication tehcnology & tools
Unified Messaging Platform
All guest communications across multiple booking platforms are centralized in one system for consistent, timely responses
Automated Messaging Workflows
Strategic automation of routine communications with personalization variables ensures both efficiency and a customized feel
24/7 Team Coverage
Our communication team works in shifts to provide true round-the-clock coverage with live human responses
Guest Preference Tracking
System for recording guest preferences and history to personalize future communications
Review Management Software
Specialized tools for monitoring, responding to, and analyzing reviews across all platforms