Review Management Process

Seat responsible for maintaining/updating this process moving forward:

This process starts when:

• ACME receives a positive or negative review on one of the following platforms:
  • Google
  • Yelp
  • Airbnb
  • VRBO

✅ End Result:

The end result of this process will be:

• For Positive Reviews:
  • Guest has been thanked for leaving a positive review
• For Negative Reviews:
  • Guest communicated with following all protocol 
  • Resolution achieved
  • Review removed

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🔑 Seats Involved:

Internal:

• Marketing
• Property Agent Manager
• Reservation Agent

External

• Guest

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📈 Process Measurables:

1. Process Measurable Name (N/A)
   1. How we obtain/track:
   2. Frequency:

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📚 Supporting Materials:

• Guest Communication Templates:
  • Breezeway Property Owner Notification Template
  • ACME Guest Communications Spreadsheet

• Guest Addendum:
  • Stored in PandaDoc
  • Guest's must sign before receiving a refund

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➡️ 1. ACME Receives Guest Review (varies)

Guest - Submit Positive or Negative Review Online (platform varies)

• Guest submits a positive or negative review related to their recent stay on one of the following platforms:

  • Google

  • Yelp

  • Airbnb

  • VRBO

Marketing - Receives Review

• Marketing is responsible for receiving/processing guest reviews across all platforms

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➡️ 2. Address Guest Review (negative or positive)

Marketing - Determine Guest Review Response Needed

• Review the guest's review

• Follow up on the review based on the type:

  • Positive Reviews - Continue to "👍Addressing Positive Reviews"

  • Negative Reviews - Continue to "➡️ 3. Notify Property Agent Manager of Issue"

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👍Addressing Positive Reviews

Marketing - Reply to the Guest's Positive Review

• Thank the guest for their positive review

❗Review Management Process Ends Here For Positive Reviews

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➡️ 3. Notify Property Agent Manager of Issue

Marketing - Send "Negative Review Received" Message (Slack)

• Notify the Property Agent Manager that a negative review was received

• Utilize Slack to send the message

• Provide the following information:

  • Platform negative review was received

  • Link to negative review

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➡️ 4. Research Guest's Stay Issue

Property Agent Manager - Research Negative Review Case (Breezeway)

• Utilize Breezeway to research the guest's negative review case

• Review the Breezeway Guest Stay:

  • Gather details

  • Determine if the guest had reported any issues to ACME support during their stay

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➡️ 5. Contact Guest to Obtain Compensation Agreement

Property Agent Manager - Contact Guest to Discuss the Issue (Phone Call)

• Call the guest to discuss their issue in greater detail and obtain an agreement

• 📞 Phone Call Goals:

  • Understand the guest's situation

  • Ask if there is anything we can do to make up for the experience

  • Discuss compensation:

    • Hear what the guest wants

    • Follow ACME'S compensation protocol

• Escalate the issue as needed if the guest's compensation request is unreasonable

• If the guest agrees to the compensation offered, they will sign an addendum

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❌ 5.1 Guest Does Not Agree to Compensation

Property Agent Manager - Notify Marketing (Slack)

• Notify Marketing of the guest outcome
• Utilize Slack to send the message
• Provide the following information:
  • Spoke to the guest about their issue
  • The guest's review has not been taken down
  • Please respond to the guest's review on the site

Marketing - Reply to Guest Issue (site varies)

• Supporting Material 📚: ACME Guest Communications Spreadsheet
• Utilize the ACME negative review response template 

• Reply to the guest's negative review on the site they posted it on

❗Review Management Process Ends Here if Guest Denied Compensation

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✅5.2 Guest Agrees to Compensation

Property Agent Manager - Send Guest Addendum for Signature (PandaDoc)

• Utilize PandaDoc to send the addendum to the guest for their signature

🎥 How to Send Guest's the Addendum in PandaDoc

Guest - Sign the ACME Addendum (PandaDoc)