💡 Important to know
To configure the post-stay feedback settings, go to Feedback > Settings.
This article explains how you can use the feedback settings to determine how a guest will be asked for their feedback: you can decide if a guest should be sent directly to Tripadvisor, or if they should see your custom survey first.
About feedback ratings
When you send a feedback email to your guest, they will be asked to rate their stay out of 5 in your post-stay email.
To see all the feedback that guests have given during and after their stay, plus any actions they took (if any), go to Guest activity > Feedback.
Click the guest's name to open the guest's profile for their stay, where you can see the results of their completed survey.
Control whether a guest sees your survey or is sent to Tripadvisor (or both)
Once guests have rated their stay out of 5 in your post-stay email, they will then see your Post-stay feedback survey or be sent to Tripadvisor (or both) To configure the post-stay feedback settings, go to Feedback > Settings, where you will see the following settings:
Survey status — this controls when a guest will see your survey form. This setting defaults to Show survey form for ratings 3 and below, meaning guests who rated their stay 1, 2, or 3 will see your survey. Alternatively, select Show survey form for ratings 4 and below or Show survey form for ratings 5 and below.
Review widget — to enable your guests to be directed to Tripadvisor, select Tripadvisor.
Review widget threshold — select one of the following options from the drop-down for when a guest should see the review widget: Always, Show review widget for ratings 3 and above, Show review widget for ratings 4 and above, or Show review widget for rating 5.
💡 It is up to a guest if they choose to complete the survey. For example, a guest may give a rating of 5, but choose not to complete the survey form or Tripadvisor review — or on the other hand they may give a rating of 1 and choose to complete the survey form.
Will I be notified if a guest completes a survey?
To configure who gets notified by email when a survey is completed, go to Settings > Emails > Notifications, then enter in the email address of your choice in the Feedback field.
If this setting is empty, we will send the notification email to the email address under Settings > Emails > Hotel email address.
💡 To have the notification email sent to multiple email addresses, separate each address with a comma (no spaces).
Where can I see a guest’s survey response?
To see a guest survey response, go to Guest activity > Feedback, and click on either the Post-stay feedback or During-stay feedback tab.
Both tabs will contain an overview of the ratings given and the date they were given. To view feedback results for a specific guest, locate the guest name you are looking for and click their name to open their profile. Then, click the Post-stay feedback tab to see the survey results from the guest.
Where can I see all guests’ survey results?
To view feedback analytics, go to Analytics > Feedback, where you can switch between two tabs to view your feedback results:
Post-stay rating tab — see an overview of your guest satisfaction over time from post-stay emails, including total number of guests arriving, emailed, open and click rate, plus the rating average and rating breakdown.
Survey results tab — see aggregated results of all guest surveys for each question — select the relevant option to see results filtered by daily, weekly or monthly.
