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When accommodation partners navigate to Messaging & Reviews, and then to Settings the following screen will show, with 3 sub-menu's: General, Messages, Guest Reviews. This article focuses on the Guest Reviews sub-menu.
When opened the accommodation partner is prompted to select a channel, this since messaging settings can differ per channel. Once the channel is selected the particular settings are loaded, in this example we showcase the messaging settings for Airbnb:
Settings per Channel
Given the settings can be different per channel we document here, what is available per channel in terms of automations and settings for 'Guest Reviews'
Airbnb
For Airbnb there are 3 settings sections that an accommodation partner can install to redirect or automate guest review responses and send-outs.
Review to Email Forward Solution
The first setting enables the accommodation partner to forward the airbnb reviews from our inbox to an dedicated inbox, to manage the reviews and responding to reviews there.
Review the Guest
Another setting is to set automation on 'Review the Guest' functionality for Airbnb. This functionality allows the automated send out of a review of the traveller that stayed at the accommodation. Here you can install a standard rating & message to go out to the traveller, in case of good behaviour. The time that this automated 'review the guest' is sent, is 24 hours after check-out. If an accommodation partner wishes to rate the guest lower than the standard, due to challenges, they can do this within 24 hours via the NextPax Reservations Overview.
Accommodation Partners can set the standard for the sub-ratings of the traveller, for cleanliness, communication & respecting the house rules. More-so accommodation partners can decide to recommend the guest or not and leave a note.
Auto-Reply Options for Guest Reviews
When travellers leave a guest review on an accommodation, the accommodation partner can respond manually via the Unified Inbox for Reviews, however for very positive reviews also automation can be applied, this can help accommodation partners to really focus on those guest reviews that really need attention. It is advised to set this for the main languages of your travellers and an accommodation partner can design an auto-reply for every review star. In this way the response can be customized to fit with the review score about the stay given by guest.
