Good guest communication is essential for a positive guest experience. Clear and timely communication can greatly influence guests' perceptions and impact their reviews. Similar to the Send Morning of Departure Information to Your Channel Guest With Contact Information support article that details how to send departure information on the morning of their departure with a link to review their stay, you can also send a thank you message with a link to review their stay after a guest's departure.
Check out our Template and Trigger Examples support article for other guest messaging ideas.
Email Template & Trigger
To create an email template, go to Settings > Templates > Email tab > click the Create Email Template button > select the "Booking" option. Copy and paste the following values into your new booking email template. Or simply click on the +Add Template to My Account.
Name:
Post-departure Review Request
From Name:
{MYCOFULL}
From Address:
{MYEMAIL}
To Name:
{CFULL}
To Address:
{CEMAIL}
Subject:
Thank you for choosing {PDISPNAME}!
Body:
Hi {CFIRST},
Thank you for choosing {PDISPNAME} for your {BARR} to {BDEP} stay, and we hope you found it to be relaxing!
Please use the following link to write a review (or send private feedback) for your stay at {PDISPNAME}.
{BUREVIEW}
Reviews provide valuable information to other potential renters about the quality of {PDISPNAME}.
We are always looking for ways to improve the vacation experience for our guests. Please let us know if you have any suggestions for improvements or ideas on how your stay could have been more enjoyable. If you had any concerns or unsatisfactory experiences during your stay, please contact {MYFIRST} at {MYEMAIL} directly so that we may deal with them immediately.
Hopefully, you have our contact information from your visit and can contact us with your future travel dates to book directly. Booking directly with us saves both of us a lot of fees--usually hundreds of dollars. It's not too early to start planning your next stay at {PDISPNAME}!
Again, thank you {CFIRST} for choosing {PDISPNAME}!
{MYFIRST}
Email message preview:
Create a trigger to send your email message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger to pull up the new trigger screen. Or simply click on the +Add Trigger to My Account.
Event:
7 days after booking departs at 9:00 AM
Conditions:
Email Address On File Status is one of has real email address
Action:
Post-departure Review Request via Email
Channel Template & Trigger
To create a channel template, go to Settings > Templates > Channel tab > click the Create Channel Template button > select the "Booking" option. Copy and paste the following values into your new Channel template. Or simply click on the +Add Template to My Account.
Name:
Post-departure Review Request
Body:
Hi {CFIRST},
Thank you for choosing {PDISPNAME} for your {BARR} to {BDEP} stay, and we hope you found it to be relaxing!
Reviews provide valuable information to other potential renters about the quality of {PDISPNAME}. Be sure to leave a review of your stay on {BSOURCE}.
Again, thank you {CFIRST} for choosing {PDISPNAME}!
{MYFIRST}
Channel template preview:
Create a trigger to send your channel message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger to pull up the new trigger screen. Or simply click on the +Add Trigger to My Account.
Event:
7 days after booking departs at 9:00 AM
Conditions:
Listing Site is one of Vrbo, Airbnb or Booking.com
Action:
Post-departure Review Request via Channel Message
SMS Template & Trigger
To create an SMS template, go to Settings > Templates > SMS tab > click the Create SMS Template button > select the "Booking" option. Copy and paste the following values into your new SMS template. Or simply click on the +Add Template to My Account.
Name:
Post-departure Review Request
To:
{CPHONE}
Body:
Thank you again for choosing {PDISPNAME} for your {BARR} to {BDEP} stay, {CFIRST}! Reviews provide valuable information to other potential renters about the quality of {PDISPNAME}. We would really appreciate if you could leave your review by clicking on this link, {BUREVIEW}. Thank you, {CFIRST}! 😁
SMS template preview:
Create a trigger to send your SMS message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger to pull up the new trigger screen. Or simply click on the +Add Trigger to My Account.
Event:
7 days after booking departs at 9:00 AM
Conditions:
Phone Number On File Status is Yes
Action:
Post-departure Review Request via SMS
You work extremely hard to get reviews. If you're like most users, you ask your guests to post reviews after every booking, but only a small fraction do. It can take a decade to build a good list of reviews, and the more you have them the stronger your reputation (and easier your marketing) gets.
- Staggered Scheduling
- Consider creating a detailed schedule of staggered Guest Thank-you messages that include review requests. Perhaps send an email guest thank-you message with a review request 7 days after your guests depart, then send a channel message 10 days after your guests depart, and follow up with a guest thank-you message with a review request by SMS 14 days after departure.
- Return Discount Code Offers
- Consider including specific return discount codes in your email and SMS guest thank-you messages. You could also offer discount codes of varying amounts or percentages on a specific schedule to tempt your guest to book again.
- Include a Social Media Like or Follow Request
- Consider including a request to like or follow your social media channels (Facebook, Instagram, TikTok, X, YouTube) in your templates by including your social media field codes ( {MYFACEBOOK}, {MYINSTAGRAM}, {MYTWITTER}, {MYYOUTUBE}, {MYTIKTOK}).
Or even consider a combination of these ideas!