Manage all your reviews from one place - improve brand loyalty, retention, and growth with Reviewminder on STAAH. To understand more, below is a step-by-step guide with screenshots.
Dashboard
The Dashboard is the default page, where one can see the number of reviews received based on score.
Overall Stats
Combined average scores for various categories retrieved from various channels. Click on the icon on the top right to view daily ratings scored from each channel for each category.
Example:
Recent Activity
The latest reviews retrieved into STAAH will be listed on top.
Property can reply to a guest using the ‘Reply to Guest’ button. They need to manually add the guest's email address.
‘Reply to channel’ button diverts to the channel login page for reviews. (The Go-mmt extranet login credentials need to be updated to reply to Go-mmt reviews from RM).
Where available/ possible, the date when the review was given will be indicated.
If it is not possible to pull in the reviewed date, indicated as ‘Review Fetched On’.
Reviews – Keyword Search function
To help property find content, RM displays the keywords of the reviews.
Search box option or standard keyword list is available under Keyword search.
Standard keywords are pulled from Booking.com and RM, we will continue to pull any new keywords.
It is possible that review(s) with standard keywords are not in STAAH (As it could be an old review(s)). In this situation, if STAAH cannot find results, it will auto-search and pull reviews with keywords from Booking.com
Partner Rating
Displays analytics for each partner with the breakdown of various categories
Click on the arrow to scroll to view analytics for various partners.
Reviews
This tab shows the list of all the reviews received.
A snap shot of reviews received based on scores received.
To view reviews, tick the box.
Search function is also available – you can look up a review by guest name, review title, or source.
Reviews with ratings of 3 and above will automatically be auto-published on the Review widget.
The property can change this rating under Settings > Hotel Configuration > Rating.
Click the ‘Live’ button to unpublish a review. It will change status to ‘Dead’.
Option to reply to a guest, but you need to enter a guest's email address manually.
Apart from Booking.com, there are other channels where we support the option to pull in reviews, without the channel manager connection.
Other channels that can pull in reviews without a Channel Manager connection are as under –
• Expedia
• Agoda
• Go-MMT
• Tiket.Com
• Traveloka
• Travelguru
However, these channels do not offer the option to respond to reviews.
Reports
This tab allows you to extract reports based on your desired search criteria.
Request Review
Property sends a request to the guest using the ‘Request Review’ function. The request review is sent to the guest via email.
Example of email:
Dear Angie Wong
Thank you for choosing Angie TEST for your recent stay. We hope you had an enjoyable stay.
It is very important for us that our guests’ experiences are shared. We invite you to please share your experience.
Rate us by clicking one of these 5 links: Excellent | Good | Fair | Poor | Very Poor
Thank you for your time. It was a pleasure to have you as our guest, and we hope to see you again soon.
Kind Regards
Hotel Manager
When the guest proceeds to provide feedback, they choose a rating and click on the link provided in the email (Highlighted in bold)
Click on the link to view an example of the Review Form: https://www.screencast.com/t/Pryc1RADywz
Welcome Email
Other than requesting a review, a property may also send their guest a ‘Welcome Email’ prior to check-in.
There are 4 different Welcome email templates:
New Guest
Repeat Guest
Corporate Guest
Loyalty Guest
Templates can be customized via Settings, Email Configuration.
The default language is English.
For other languages, the property needs to set up a template via email configuration.
Setting Tab
Business information
Logo: Property to provide at time of setup. The logo appears on the review form
Request Review: Enable Email Sending needs to be ticked to allow notifications to be sent via RM. This is enabled by default. Property can choose the number of auto-reminders to be sent to the guest. Simply tick the box. **If reminder(s) are not required/ enabled, the email template is not visible in the email configuration
Rating: Default is set at 3. All reviews with ratings 3 and above will auto-publish. Property can change this
Thank you message: Default message set, but the property (can change). The message is displayed after the guest has completed the review. Example:
Review Alert: Property can receive an alert when a review is received. Enable by ticking the box
Negative Review Alert: Property can receive a negative review alert when a review is received. Enable by ticking the box.
Widget Rating: Default is set at 3. All reviews with ratings 3 and above will auto-publish on the Widget. The property can change this.
Negative Reviews Recipient Email: The property can add recipients to receive the negative review alerts.
Email Configuration
Default email templates are set up in English for the various features and responses required. Property can change messages to suit their requirements, and this should be recommended.
The default time lag is set for reminders and welcome emails. Property can also change this to suit the requirements.
ID 3 – Request Review
ID 4 – 1st Review Reminder (48 hours)
ID 5 – 2nd Review Reminder (120 hours)
ID 7 – Review Received Alert
ID 8 – Thank you for the Review
ID 9 – Negative Feedback Alert
ID 10 – Welcome Email (48 hours)
ID 11 – Welcome Email – Repeat Guest (48 hours)
ID 12 – Welcome Email – Corporate Guest (48 hours)
ID 13 – Welcome Email – Loyalty Guest (48 hours)
Property can create email templates for other languages supported. A separate template needs to be created. Currently, other languages supported are:
• Simplified Chinese
• Traditional Chinese
• Japanese
• Korean
To create a new template:
Edit an existing template.
Select ‘Language’ required.
Create a message in the selected language.
Save changes.
Once created, you will see the new template.
Widget Script
Property can add the widget to the website. The script is found in the Widget Script module.
For properties subscribing to InstantSite, a Reviews page will be auto-added when RM is live.
However, the InstantSite needs to be republished.
Example:
Note:
Positive review, and if the guest chooses not to be redirected to TripAdvisor, the end of the review process and the following message is returned - Thank you for taking time to share your feedback.
'Review Received Alert' triggered to property.
'Thank you for the Review email' triggered to the customer.
Status for review updated to Received in ‘Email Sent Status’ module.
For negative reviews, the process remains the same. However, at the end of the review, the guest will be given an option to send a review directly to the Manager
The property can add multiple email IDs under Hotel Configuration > Negative Review Alert.
Note: The property setup tab allows the property to add a channel that can be linked via ReviewMinder or change a competitor and its details.