All Forum Posts by: Jesse Turner

And that feedback is delivered via the OTA messaging app? I'm curious if others are using structured surveys for tracking trends in experiences.

What, if anything, are people using for collecting guest feedback?

What do others use for prompting positive reviews or intercepting negative reviews?

This seems like undeclared paid sponsorship by Hospitable. They must be an official partner of BP.

@Ryan Leake thanks for sharing helpful tips.
Steps 4 and 5 for "boosting ratings" is why I've designed an auto-mated post-stay review intercept survey. My philosophy is to catch negative reviews before they happen AND to make it easier for happy guests to remember to rate and review.

@Brandon Gale other than a destructive guest, this is the worst part of hosting.

I've devised a guest feedback system ("Review Intercept") that I'd be happy to show you.

The concept is to intercept reviews by surveying guests upon check-out. If they indicate they will leave a positive review, the survey will direct them to the proper OTA to leave that positive review.

If they indicate they will leave less than a 5-star review, trigger an email to the host/assistant for immediate follow-up. This effectively intercepts a negative review before it happens, allowing you to identify if something can truly be done to bridge the experience gap.

Some guests just want to feel extra special or important, and the best you can do is smooth things over and move on to the next.

I've recently seen a HELOC offer with no interest for the first 10 years. Is that not typical?

@Eric Sato My experience in that area suggests that Mid-term rentals (travelling nurses) may be the next best option. You'll want to have a lease agreement in place, which makes it different than STR, but you should be able to get 3-6 month rental agreements in place.

 Nice. I'm toying with an idea for a system that would handle guest communication workflows using AI, analyze the feedback, and also trigger surveys post-stay/review for tracking performance.

As far as I can tell, there's nothing out there that does those 3, but perhaps there are separate services that provide some or more of those.

 This makes a lot of sense. How about the live communications pre- and mid-stay? Does your PMS allow you to create automated workflows to resolve issues that guests bring up before they leave reviews?

 Also, do you rely on Virtual Assistants or full-time staff to handle comms and requests?