More insightful Guest Review System
Happy to share a few important updates related to the Guest Review System that was discussed during Click. 2021. You can watch the full video of the session with Rahul Chidgopkar, Senior Product Manager; Pranay Das, Product Marketing Manager on our Click. 2021 event page.
This topic gets a lot of partners’ attention in the Partner Community. I know that many of you would like to change the system logic the way it serves best for the property owners. However, the biggest challenge for the product team is to build a system that will both serve guests and partners needs. And it is great to see how many steps forward we all do to achieve this. Here are the key updates I want to mention:
No-show reviews are improved
Our product team managed to improve the no-show reviews i.e. reviews left by real customers who had made bookings (therefore are ‘verified’ reviews), but who did not actually stay. Previously, partners had to contact us to get these reviews removed. Now 95% of no-show reviews are automatically removed from our platform without the partner needing to take any action.
Anonymous reviews concern is recognized
The Guest Review System product team received sufficient feedback from partners that helped them to recognize the concern of “anonymous reviews”. I think it is a big win for Community partners as well cause I know many of you mentioned this in the comments. The dilemma is that many guests prefer to provide feedback anonymously, so we are currently exploring all possibilities with this and are committed to making any changes, if we do, in the early part of this year.
New insights and tailored advice features
The product team works on several initiatives that will help partners use reviews data and insights to understand their guests better. Here are some new features being explored:
- Filters that partners can use to dig deeper into different types of reviews. Ex. who your happy/unhappy customers were, where they come from, reviews about specific topics (breakfast, staff, etc);
- Benchmarking with your competitors;
- Artificial intelligence will analyze your reviews as well and help to focus on the problematic areas;
- Tailored advice based on your property performance to help you improve your performance. For example: we will analyze the guest’s history and past reviews to inform you in advance that she is vegetarian. This will enable you to make necessary arrangements to cater to the guest.
Well, as you can see, we can expect some really exciting features based on artificial intelligence. What do you think about Guest Reviews System updates and new insight features?