Review Dashboard & Guest Feedback

HelloShift's Review Dashboard helps you collect guest feedback, monitor satisfaction scores, and direct guests to leave reviews on platforms like TripAdvisor and Google. Turn positive guest experiences into online reviews and catch issues before they become negative ones.

Overview

How Guest Feedback Works

Feedback Flow

1. Mid-Stay Check - Ask guests "How's your stay?" via SMS

2. Guest Responds - They reply with a score (1-5)

3. Score Recorded - HelloShift captures the rating

4. Low Score Alert - Staff notified if below cutoff

5. Post-Stay Review - Happy guests directed to review platforms

Score-Based Routing

Configuring Guest Scores

Setting Score Range

1. Go to Admin > Settings > Guest

2. Find Score Settings

3. Configure:

How Score Cutoff Works

• Below Cutoff: Triggers alert to staff

• At or Above Cutoff: Considered positive feedback

Example: With cutoff of 3:

• Scores 1-2: Alert staff for follow-up

• Scores 3-5: Consider for review request

Collecting Guest Feedback

Mid-Stay Message

Use the In-Stay automation to request feedback:

Snippet Example:

Welcome {{firstName}}! On a scale of 1-5 stars, how is your stay so far?

Capturing Scores

When a guest replies with a number (1-5):

1. HelloShift automatically captures the score

2. Score is saved to the guest record

3. If below cutoff, staff is notified

4. Guest conversation continues

Low Score Alerts

When a guest gives a low score:

1. Designated staff receive notifications

2. Alert includes guest name and score

3. Staff can follow up to resolve issues

4. Service recovery prevents negative review

Configuring Score Alerts

1. Go to Admin > Settings > Guest

2. Set Guest Alert User:

   • Everyone: All staff receive alerts

   • Specific User: Only that user receives alerts

Review Links

Direct satisfied guests to review platforms.

Setting Up Review Links

1. Go to Admin > Settings > Guest

2. Find Review Links section

3. Add your review platform links:

Adding a Review Link

1. Enter Platform Name (e.g., "TripAdvisor")

2. Enter Link URL (full URL to your review page)

3. Click Add

4. Repeat for additional platforms

Review Link Page

When guests visit the review page:

• They see buttons for each configured platform

• Clicking a button opens the review site

• Optional tip button if tipping is enabled

Review Page URL: https://app.helloshift.com/sites/{site}/origins/reviews

Use this URL in post-stay messages to direct guests to review.

Post-Stay Review Requests

Automate review requests after checkout.

Setting Up Review Automation

1. Go to Automations > Scheduled Jobs

2. Create or edit the Post-Stay automation:

Post-Stay Snippet Example

Thanks {{firstName}} for staying with us! If you enjoyed your stay,
we'd love for you to share your experience: [Review Link]

Safe travels!

Conditional Review Requests

Only request reviews from satisfied guests:

1. Add a Check to your automation

2. Use Guest Score > Cutoff condition

3. Only guests with good scores receive requests

Automation with Score Check:

Viewing Guest Scores

Guest Directory

View scores in the guest directory:

1. Go to Guest Directory

2. Look for score indicator on guest cards

Guest Profile

View score on individual guest profile:

1. Click on a guest in the directory

2. See their score in the details panel

3. View message history for context

Reports

Analyze satisfaction trends:

1. Go to Reports

2. View guest satisfaction metrics

3. Filter by date range

4. See score distribution

Guest Score Conditions

Use guest scores in automations and triggers.

Available Conditions

Example: Skip Review for Low Scores

Create an automation that only sends to happy guests:

Audience: Departed Yesterday
Check: Guest Score > Cutoff
Action: Send Post-Stay snippet

Guests with low scores won't receive review requests.

Example: Follow Up on Low Scores

Create a trigger for service recovery:

Audience: Departed Yesterday
Check: Custom - {% if guest.score < 3 %}true{% endif %}
Action: Create task for manager follow-up

Best Practices

Timing

Service Recovery

1. Respond Quickly - Address low scores within an hour

2. Acknowledge the Issue - Thank them for the feedback

3. Take Action - Fix the problem if possible

4. Follow Up - Let them know what was done

5. Offer Compensation - When appropriate

Review Requests

1. Time It Right - Send the morning after checkout

2. Keep It Brief - Short message with clear call-to-action

3. Make It Easy - Direct link to review platform

4. Don't Spam - One request per stay

5. Be Genuine - Authentic thank-you message

Score Thresholds

Recommendation: Start with cutoff of 3, adjust based on results.

Integration with Messaging

Post-Stay Snippet Variables

Use these variables in review request snippets:

Note: The review link should be added as a static URL in your snippet, or use the built-in review page URL.

Built-in Review URL

HelloShift provides a review page URL:

https://app.helloshift.com/sites/{site_id}/origins/reviews?guest_code={{origin_key}}

This page displays all your configured review platforms.

Troubleshooting

Scores not being captured

• Guest must reply with just a number (1-5)

• Check score range settings (low/high)

• Verify mid-stay message is being sent

Low score alerts not working

• Verify score cutoff is set correctly

• Check guest alert user is configured

• Confirm notification settings for that user

Review link page is empty

• Add review links in Guest settings

• Verify links are complete URLs

• Check links are active (not empty)

Guests not leaving reviews

• Ensure timing is right (not too soon)

• Check snippet is being sent

• Verify review links work

• Consider offering incentive

Related Articles

• All About Guest Messaging

• Guest Automations

• Snippets & Templates