You’ve had a good week of happy guests, no issues to note and they’ve all thanked you profusely on check-out, so you’re expecting a flurry of good reviews. However, another week goes by and you’ve yet to receive anything. Sound familiar? 

In this article, we’re going to share our process around feedback and provide some advice for getting more of those all important reviews.

The Process 

All guests receive the feedback survey automatically via email the day after they depart. To encourage engagement, we include a ‘chance to win a £250 gift card’ incentive on completion. It takes approximately four minutes to complete. 

Our average response rate is 21% and our Guest Experience Team review every single survey before publishing to your page. This helps us to identify whether or not we are managing guest expectations and gives us the opportunity to better understand our places and the experiences we offer. In 2023 the team read 6,309 pieces of feedback. 

Once published, we’ll send you a copy of the whole survey via email, so you can read through the comments. Please make sure you take the time to do so. This will help you to understand your guest experience. See constructive feedback as a positive opportunity to make improvements where necessary. 

It’s good to have constructive and honest guest feedback on your page, this will help us to attract the right guests for you. If we receive negative feedback, we’ll contact you to discuss the issues raised and look at how to avoid re-occurring problems. We are here to support our owners and guests, acting as a mediator to find fair resolutions that balance the needs of both parties 

Our average feedback score is 9.2/10; this is generated by the feedback surveys, wherein a guest rates their stay out of 10. 

If you are interested to know your personal average feedback score, please contact your account manager.

5 ways to encourage guest reviews

Shelve your guest book

Tangible guest books in spaces make for lovely reading for both you as an owner, and for guests already booked in. However, those brilliant reviews are one of your best tools for converting new bookings. If a guest writes you a written review, they are unlikely to complete your online feedback. Now we’re not saying getting rid of it, but if you find reviews have dropped off, try taking the guest book out of the spaces for a couple of months and direct guests to the online survey. 

Clear signposting

Do you let your guests know how to leave a review/feedback? And if so, how? If it’s hidden in an email on the pre-arrival information sent months ago, it’s not going to be front and centre of their minds. Add it to your welcome book and feed it into your check-out messaging. 

Personal touch

If you can meet guests to check them in, this is one of the best ways to break the ice and connect with them. Use personal touchpoints to build up rapport during their stay and when it comes to check-out, send a simple text wishing them a safe journey home and asking them to please leave a review.  

Proactive communication

Don’t leave all your communication down to pre and post- stay. If there are any issues, you want to check them out early, so you have time to rectify them and get guests back on track. If you can’t meet guests personally, we suggest a proactive text once they’re settled in to ask if they are all ok and whether they have any questions. Ensure your number is included in your welcome information and that it’s easy to find. 

Constructive feedback

Be prepared and open to constructive feedback as well as the good, but don’t let it derail you. We rely on guests to keep us in check and give us ideas on improving the experience. If you’re receiving repetitive feedback on a particular element, it’s a very good indicator that you need to change, upgrade or re-think. Quite often guests will provide alternative ideas too.  

Remember your Account Manager is on hand to support and advise on feedback, supported by our Guest Experience Manager – after all a problem shared is a problem halved. Please do get in contact with us on owners@canopyandstars.co.uk if you have any questions or need support. 

Looking for more advice on the subject, dive into our article on how to avoid bad feedback and handle guest complaints.