Efficient Review Management Process

This document outlines a comprehensive procedure for managing guest reviews efficiently. The process involves utilizing various tools like Ownerized and Breezeway, as well as communication strategies to encourage guests to share their experiences on Google Reviews. Each step has been carefully designed to streamline the review management workflow while ensuring a positive interaction with the guest.

Step 1

Begin by opening the Ownerized Reviews.

Step 2

Identify a five-star review from the cabins. We will skip the one already contacted by Nola. For instance, here is a five-star review for the Blueberry Cabin.

Step 3

Click on the review to proceed.

Step 4

Click the link provided to navigate to the booking page.

Step 5

Locate the guest's phone number as shown here.

Step 6

Create a note in Ownerized indicating that a text will be sent to the guest for a review request.

Step 7

Proceed to enter the guest's information into the Google Review Tracker.

Step 8

Open the Google Review Tracker and input the guest's name.

Step 9

Enter the required information into the tracker.

Step 10

Navigate to Breezeway.

Step 11

Copy the phone number from the Breezeway interface.

Step 12

Send one of the predetermined text messages to the guest.

Step 13

Verify that the guest has recently checked out.

Step 14

Review their booking details.

Step 15

Since the guest checked out last week, use a more recent text message. Paste the text in and edit as necessary.

Step 16

Customize the message based on the options available. Review the guest's feedback: "We had a great stay at the Blueberry Cabin. It is perfect, a short distance from the hustle and bustle and easy to drive to the park."

Step 17

Select relevant excerpts from the guest's review.

Step 18

Agree with their positive sentiment.

Step 19

Acknowledge their compliment as a wonderful conclusion to the day.

Step 20

Review the remainder of the message: "Would you consider sharing the same review you left us on Google? It only takes a second and I will text you."

Step 21

After editing the text, send it to the guest. Next, send them a copy of their review in a second text message.

Step 22

Proceed to send the second message as well.