I'm finding that Rezzy unfortunately misidentifies/misapplies sentiment at times. For instance, a guest inquired about changing dates. He initially questioned the price increase to move to a weekend, but after our explanation he gladly accepted and is perfectly content in advance of his stay. Yet Rezzy has his sentiment marked as Negative. As this impacts auto reviews among other overall "reporting" in the new Quality Center, it feels frustrating that I can't do anything to override the incorrect sentiment assignment. I should be able to "teach" Rezzy what he got wrong so he can learn for future sentiment analysis.
We've received your feature request—thank you! If you think others would love this too, spread the word and invite them to upvote. Community feedback really helps us prioritize what to build next.
[Another topic was closed as a duplicate of this topic (Quality Center Negative Sentiment remove button.)]
Alece, I found that booking you're referencing here and I'm sending this to our engineers. The booking sentiment is still negative while the inbox thread is indicating the guest is having a positive experience. There's some disconnect here that we need to track down.
I'll keep you posted.
Thank you, Bri! 👊🏼
Hey Alece,
We have a fix in the works for this. We won't be allowing manual modification of booking sentiment, but here's what we are working on to improve this experience...
Booking sentiment analysis will better evaluate guest tone and satisfaction rather than marking bookings negative simply for having open or unresolved items. Cooperative guests who politely ask questions or make requests without expressing frustration should receive appropriate neutral or positive sentiment scores.
No ETA on a fix at present, but dev has done the heavy lifting and we'll get it to our testing team as soon as possible.
Great to hear! Thanks, Bri!
We've improved how sentiment is detected. Instead of marking a booking as negative just because something was unresolved, the system now looks at whether the guest was actually frustrated or dissatisfied.
For example, a guest who politely asks questions or negotiates on price will now show as neutral or positive, even if their request wasn't fulfilled. A guest who's genuinely upset about an unresolved issue will still show as negative. This finer tuning should help sentiment accuracy tremendously.
As mentioned previously, we won't be adding the ability to modify sentiment manually, but if you see more room for improvement in this area, you're welcome to open a new Feature Request for consideration!
Thank you, Bri. I look forward to seeing this improvements at work and hopefully it'll be all that was needed!
(Just to confirm, is this being applied retroactively? For instance, I still have a couple bookings reflecting negative sentiment because their requests were denied but the guest was not unhappy with the outcome. (i.e. ORB17014530 and ORB16081161))
