Review & Reputation Management
Route Feedback, Amplify Five-Star Reviews
Bad reviews go public before your team even knows there's a problem. SendSquared automates post-stay feedback collection, routes low scores to your team for private resolution, and directs happy guests to leave public reviews, protecting your reputation while amplifying your best feedback.
Automated Post-Stay Surveys
Trigger NPS surveys via SMS or email within hours of checkout, when the experience is fresh. Interactive SMS surveys achieve dramatically higher response rates than email-only approaches, giving you a complete picture of guest satisfaction across your portfolio.
- SMS and email surveys triggered by PMS checkout
- 5 question types including NPS and rating scales
- SMS interactive surveys for higher completion rates
- Response data feeds directly into guest profiles
NPS-Based Smart Routing
Low scores trigger immediate internal alerts; your team can resolve the issue before the guest posts publicly. High scores receive a follow-up nudge to leave a review on Google, Airbnb, or your preferred platform. The guest never sees both paths.
- Low NPS triggers agent alerts for private resolution
- High NPS directs guests to public review platforms
- Customizable score thresholds per property or brand
- Automated follow-up messages based on survey responses
Z-Score Trend Analysis
Individual survey responses tell you about one guest. Z-score analysis tells you about systemic trends: which properties are improving, which are declining, and which specific issues keep surfacing. Spot problems before they become patterns.
- Z-score analysis identifies statistically significant trends
- Property-level and portfolio-level dashboards
- Track improvement over time by property, team, or issue
- Early warning for properties trending below threshold
Agent Alerts & Resolution Tracking
When a guest reports a problem, the right team member gets notified immediately with full stay context. Track resolution from alert through follow-up, ensuring every unhappy guest gets a response, and a reason to come back.
- Real-time alerts to assigned agents with full context
- Resolution tracking from report through follow-up
- Tie resolution actions back to guest satisfaction outcomes
- Build a knowledge base of common issues and solutions
Frequently Asked Questions
How does SendSquared help with reviews?
Automated post-stay survey and review request workflows trigger after checkout. NPS scoring routes promoters to public review sites and detractors to internal resolution.
Can I respond to reviews from SendSquared?
Yes. Airbnb reviews are managed directly from the Unified Inbox - read reviews, write responses, and track review stats per listing.
How are low scores handled?
NPS detractor triggers fire automations for immediate service recovery. Agent alerts notify your team when satisfaction scores drop below thresholds.
What review analytics are available?
Z-score statistical analysis identifies significant trends by property or agent. Survey reports show individual responses with NPS scores and completion rates.
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