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.
3x
Higher Survey Response via SMS
< 1hr
Alert Time for Low Scores
5-Star
Review Generation on Autopilot
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
Protect Your Reviews on Autopilot
See how operators catch unhappy guests before they post publicly and turn satisfied guests into five-star reviewers.
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
Testimonials
What Our Clients Say
“I can definitely attribute a good number of reservations to SendSquared. Between the easy follow-up communication within the system and the CRM pulling up information as a call comes in, our reservations team is being more intentional on their calls, resulting in better conversions.”
Brock Reich
Chief Operating Officer, Orlando Resorts Rental
“My experience with SendSquared has been eye opening. To be honest I didn't think something this good existed. Having all emails, texts, calls, web chat and marketing in one place has given my company and team a huge advantage. SendSquared has saved us both time and money which are very important factors to my small business of 50 luxury homes. The company is amazing to work with and extremely helpful whenever it was needed.”
Jessica Goree
Chief Operations Officer, Beach Reunion
“SendSquared is a game-changer for our resort operation. Its ability to integrate with our reservation software, providing real-time reservation information during phone calls, allows us the opportunity to build off of the rapport we've already created with our repeat guests. We're answering phone calls asking our guests how their kid's baseball season went, instead of asking for their names.”
Tim Oxborough
Reservation Manager, Sugar Lake Lodge
“We manage over 300 properties and SendSquared has been instrumental in streamlining operations. Consolidating all communications into one platform while maintaining personalized guest experiences has been transformative for our team.”
Shawn Montgomery
Director of IT, Collins Vacation Rentals
“SendSquared is an indispensable tool for us! One of their significant standout attributes is its ability to centralize communication channels, offering a one-stop solution for managing various modes of interaction. This consolidation streamlines our workflows, enhancing our efficiency and productivity. What's better is their customer support elevates the user experience. Their responsive team is always ready to assist, going above and beyond to ensure seamless integration and utilization.”
Fred Cercena
CEO & Founder, GetAway Vacations
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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