DIscrepancy between "Guest Experience" in the booking page and Sentiment in Rezzy

See this example, Booking shows "negative", while Rezzy shows Neutral

Hey Ariel,

Sentiment has a few moving parts to it:

• Thread level - only looks at messages in that specific conversation
• Booking level - looks at the whole booking (messages, notes, reviews, etc.)
• Guest level - averages sentiment across all that guest's bookings

So you might see the same guest as positive on their inbox thread but negative on the booking, which then averages out to neutral overall. Does that make sense?

Looking at that same guest today, it looks like the overall sentiment for that guest has changed to a positive reflection of your ongoing interactions with her as a great host!

Hi Bri, thanks for your reply.

In that case, what would be the use case scenario for the booking and Rezzy' sentiment? I want to understand what actionable tasks I can implement that leverage this insight.

One quick example: I have a setup where a message I send to guests after check-out asking for their review, unless the guest had problems during their stay; when I know a guest had problems, in my ERP, I flag the booking (as "Guest Had Problems"), that triggers the "Guest Had Problems" tag in OR via an API call, and that makes the OR message requesting the review not to be sent. Is there a way to, in case the sentiment is negative, to prevent a message to be send (there is no condition to do that in the Triggers' setup).

Guest sentiment is still in the early phases, for sure. I've noted your considerations internally for discussion.

Currently, sentiment isn't available as a trigger condition or for use in message automation rules, but that's exactly the kind of use case that would be valuable to capture in a Feature Request. You might consider adding a request to the Feature Request forum explaining how you'd like to see this feature evolve and providing use cases for what would benefit you most. You can do that here: https://www.ownerrez.com/forums/requests

I could see sentiment-relevant Field Codes and Tags/Tag Automations being beneficial for your workflow - especially for scenarios like yours where you want to conditionally skip the review request if a guest had a negative experience.

We'd have to decide how best to navigate implementation since sentiment can change throughout the lifespan of a booking. For your specific use case of post-checkout review requests, we'd likely need to consider capturing sentiment at specific milestone points (like at checkout). Submitting a Feature Request would be the best way to let us know your intended use cases and where we should consider expanding from here!

Hi Bri, thanks for your message, I have added this a feature request.