Follow these steps to set up automatic guest message templates (such as email, channel, and SMS) to thank them for their 5-star review, along with trigger options to send the message templates.
Check out our Template and Trigger Examples support article for other guest messaging ideas.
Important: Don't use platform proxy emails, such as "joe12345@messages.booking.com"—these aren't real addresses and don't reliably work for direct communication. Instead, consider using OwnerRez's in-app channel messaging for Airbnb, Booking.com, and Vrbo.
Email Template
Create an email template by navigating to Settings > Templates > Email tab > click the + Create Email Template button > select the "Booking" option. Copy and paste the following values into your new Email template.
Name:
Thank you to Your Channel Guest With Contact Information for the 5-star Review Email Template
From Name:
{MYCOFULL}
From Address:
{MYEMAIL}
To Name:
{CFULL}
To Address:
{CEMAIL}
Subject:
Thank you for your {REVSTARS} on {BSOURCE} for your {PDISPNAME}, {BARR} to {BDEP} stay!
Body:
Hi {CFIRST},
Thank you for leaving a {REVSTARS} on {BSOURCE} for your {PDISPNAME}, {BARR} to {BDEP} stay!
As a token of our appreciation, use our returning guest discount code, RETURNGUEST, to receive a 10% discount on your next stay at {PDISPNAME}, when booked on {MYURL}.
Again, thank you {CFIRST} for choosing {PDISPNAME}, and we look forward to hosting you again soon.
{MYFIRST}
Email template preview:
Channel Template
Create a channel template by navigating 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.
Name:
Thank you to Your Channel Guest Without Contact Information for the 5-star Review Channel Template
Body:
Hi {CFIRST},
Thank you for leaving a {REVSTARS} on {BSOURCE} for your {PDISPNAME}, {BARR} to {BDEP} stay!
Again, thank you {CFIRST} for choosing {PDISPNAME}, and we look forward to hosting you again soon.
{MYFIRST}
Channel template preview:
SMS Template
Create an SMS template by navigating 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.
Name:
Thank you to Your Channel Guest With Contact Information for the 5-star Review SMS Template
To:
{CPHONE}
Body:
{CFIRST}, thank you for leaving a {REVSTARS} on {BSOURCE} for your {PDISPNAME}, {BARR} to {BDEP} stay! Looking forward to hosting you again soon. 😁 {MYFIRST}
SMS template preview:
Create Trigger
Create a trigger to send your email message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger.
Type: Immediate
Immediate:
Booking > Booking review received
Conditions:
Listing Site is one of > Vrbo or Your Personal Website
Email Address on File Status is one of > Has real email address
Review Status is one of Reviewed - 5 stars
Action:
Thank you to Your Channel Guest Without Contact Information for the 5-star Review Email, Channel OR SMS Template
Trigger example:
Variations
How you configure your trigger allows you a great deal of flexibility in guest communication. Your trigger options all share these common settings:
Type: Immediate
Immediate:
Booking > Booking review received
Condition:
Review Status is one of Reviewed - 5 stars
Then configure based on your contact information collection:
- Without guest contact information (Airbnb, Booking.com)
- Condition: Listing Site is one of > Airbnb, Booking.com
- Action: Send "Thank You for 5-Star Review" channel message template
- With guest contact information (Vrbo, direct bookings):
- Conditions:
- Listing Site is one of > Vrbo or Your Personal Website
- Email Address on File Status is one of > Has real email address if sending an email template
- Phone Number on File Status is one of > Yes if sending SMS template
- Action: Send "Thank You for 5-Star Review" email or SMS template
- Conditions: