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OwnerRez
Rezzy AI
Updated 1 week ago

Guest Sentiment

Rezzy AI intelligently analyzes your guest communications and user-inputted notes over time to detect and summarize your guests' experiences or sentiments for bookings made after September 1, 2025. To learn more, review our Rezzy AI Overview support article.

The guest sentiment, including an overall score (e.g., Delighted, Positive, Neutral, Negative, or Critical), is displayed directly in the OwnerRez Inbox guest information panel, as well as in the specific Booking Overview > General Info > Guest Experience section, giving you quick insights into each guest's experience and their overall sentiment.

Quality Center

For hosts with Rezzy AI enabled, the Quality Center Guest Sentiment tab provides an AI-driven view of how guests feel about their stays. Each booking is assigned a sentiment value — positive, neutral, or negative — based on AI analysis of guest communications. Positive sentiment corresponds to scores of 1 or 2, neutral to 0, and negative to -1 or -2. This breakdown helps you identify seasonal patterns in the guest experience that may not be immediately apparent from review scores alone. In the upper right, you can dynamically filter review information by owners (if PM-enabled) or time periods using the dropdown lists.For hosts with Rezzy AI enabled, the Quality Center Guest Sentiment tab provides an AI-driven view of how guests feel about their stays. Each booking is assigned a sentiment value — positive, neutral, or negative — based on AI analysis of guest communications. Positive sentiment corresponds to scores of 1 or 2, neutral to 0, and negative to -1 or -2. This breakdown helps you identify seasonal patterns in the guest experience that may not be immediately apparent from review scores alone. On the upper right, you can dynamically filter review information by owners or time periods using the dropdown lists.

Below the Guest Sentiment section, the Sentiment by Property and Bookings with Negative Sentiment are displayed. Filter by guest sentiment scores by using the All Scores dropdown list.Below the Guest Sentiment section, the Sentiment by Property and Bookings with Negative Sentiment are displayed. Filter by guest sentiment scores by using the All Scores dropdown list.

Inbox

Here's an example of the Guest Experience summary and score displayed in the Inbox guest information panel.Guest Experience summary and score displayed in the Unified Inbox guest information panel example

Booking Overview

The Guest Experience summary and score are also shown in the specific Booking Overview > General Info > Guest Experience section, with a History available when hovered over.The Guest Experience summary and score are also shown in the specific Booking Overview > General Info > Guest Experience section, with a History available when hovered over.

Smart Reviews

Not all guests are ideal. Some may have caused damage or are unhappy about additional charges, and you don’t want to encourage them to leave a review. By not sending negative host reviews, you may prevent an upset guest from posting one. Hosts with Rezzy AI enabled have automatic reviews skipped for Airbnb and Vrbo bookings with negative sentiment by default.

Rezzy AI-enabled hosts can review which Smart Reviews (formerly Automatic 5-star Host Reviews) bookings to skip by navigating to Reviews > Host Reviews tab > and selecting either Airbnb or Vrbo Smart Reviews > Bookings to Skip. This booking has a negative sentiment is selected by default, but the user can deselect it by unchecking the checkbox and clicking Save Settings.Rezzy AI-enabled hosts can review which automatic 5-star host review bookings to skip by navigating to Reviews > Host Reviews tab > and, from the Automatic 5-star Reviews dropdown list, selecting Configure Settings for either Airbnb or Vrbo > Bookings to Skip. This booking has a negative sentiment is selected by default, but the user can deselect it by unchecking the checkbox and clicking Save Settings.

Messaging

Users can implement Rezzy AI Sentiment in their messaging tools by selecting the immediate Booking sentiment changes event, using the Sentiment status Trigger condition in their trigger, and utilizing the Rezzy AI sentiment value {BSEN} field code in Booking templates.

Field Code

Include the Rezzy AI sentiment value {BSEN} field code in Booking templates, go to Settings > Messaging > Templates, then select an existing template or create a new one by clicking the Email, SMS, or Channel tab and selecting + Create Email/SMS/Channel Template.

Name

Rezzy AI Sentiment Status Change SMS Template

To

555-555-5555

Body

Hey Fancy Rental Team Member!

Rezzy AI detected a Sentiment Status Change for the following booking.
Sentiment: {BSEN} 
Booking: {BID}, {BARR} to {BDEP} at {PNAME}
Guest Name: {CFULL}

Please contact the guest at {CPHONE} to rectify the issue.

{MYFIRST}

Here's a preview of the Rezzy AI Sentiment Status Change SMS Template.Rezzy AI Sentiment Status Change SMS Template Preview

Triggers

How can these Rezzy AI Sentiment options be used in triggers? You can choose Rezzy AI Sentiment Statuses (e.g., No Sentiment, Angry, Negative, Neutral, Positive, Delighted) in the Trigger Conditions section.

Navigate to Settings > Messaging > Triggers > + Create Trigger.

Type: 

Immediate

Event:

Booking > Booking sentiment changes

Condition:

Statuses > Sentiment Status > One Of > Angry

Action:

Rezzy AI Sentiment Status Change SMS Template

Here's a preview of that trigger.Rezzy AI Sentiment Status Change Trigger Preview

This is just one idea to leverage Rezzy AI Sentiment in your messaging. You could also use the Rezzy AI Sentiment Status to limit your review requests to only those guests that have certain Sentiment Statuses (e.g., No Sentiment, Angry, Negative, Neutral, Positive, Delighted) to avoid requesting reviews from unhappy guests.You could also use the Rezzy AI Sentiment Status to limit your review requests to only those guests that have certain Sentiment Statuses (e.g., No Sentiment, Angry, Negative, Neutral, Positive, Delighted) to avoid requesting reviews from unhappy guests.