Here is a detailed SOP for your Customer Feedback Specialist to follow when writing Airbnb guest reviews after each checkout.

Purpose

To maintain a high standard of communication and increase the likelihood of receiving positive guest reviews by proactively leaving professional and courteous reviews for each guest after their checkout.

Scope

Applies to all reservations processed on Airbnb for Deluxe Holiday Homes. Covers guests staying in apartments, villas, or any type of unit managed under our portfolio.

Responsibility

• The Customer Feedback Specialist is responsible for:
• Monitoring daily checkouts from Airbnb.
• Writing and posting timely, polite, and positive guest reviews.
• Reflecting Deluxe Holiday Homes’ professionalism and values in every review.

Procedure

1. Daily Review Queue

1.1. Check PMS/Guesty daily for Airbnb guest checkouts.

1.2. Cross-reference with cleaning/completion status to ensure property has been vacated.

1.3. Mark each completed guest as “Ready for Review.”

2. Review Timing

2.1. Write reviews within 24–48 hours after guest checkout.

2.2. Prioritize completing reviews before Airbnb’s 14-day window expires.

3. Writing the Review

3.1. All reviews must be positive and professional regardless of minor issues, unless there was a serious breach (handled separately).

3.2. Use friendly, warm, and respectful tone.

3.3. Review Structure:

• Greeting: Use guest’s first name if visible.
• Appreciation: Thank the guest for choosing Deluxe Holiday Homes.
• Conduct: Mention if the guest was respectful, communicative, clean, etc.
• Recommendation: Confirm you’d be happy to host them again.

3.4. Example Templates:

Standard Stay

It was a pleasure hosting [Guest Name]! They were polite, easy to communicate with, and left the apartment in great condition. We would gladly welcome them back anytime. Thank you for staying with us!

Family Guests

[Guest Name] and their family were wonderful guests! Friendly, respectful, and easy to coordinate with. They took great care of our home, and we’d be happy to host them again in the future.

Business Travelers

[Guest Name] was a great guest! Professional, tidy, and responsive throughout the stay. Highly recommended to any host. We’d love to welcome them back anytime.

Short Stay

[Guest Name] stayed with us for a short visit and everything went smoothly. They left the unit clean and followed all house rules. Would host again without hesitation!

4. Customization Guidelines

4.1. If guest left a note or gave a compliment during the stay, personalize the review accordingly.

4.2. Avoid generic repetition — vary wording slightly to avoid platform suspicion.

4.3. Keep all reviews under 500 characters as per Airbnb best practices.

5. Internal Documentation

5.1. Mark the guest as “Reviewed” in PMS/CRM.

5.2. Notify supervisor if any review is skipped due to escalated issue or incident.

Exceptions

• Guests with serious violations (property damage, complaints, or misconduct) must not be reviewed through this SOP. Escalate immediately to the Customer Support Manager for manual handling.

KPIs & Quality Checks

• 100% of Airbnb checkouts must be reviewed within 48 hours.
• Maintain tone consistency and grammatical accuracy.
• Random weekly audit of 10 reviews by Customer Support Manager.

Review Cadence

• SOP to be reviewed quarterly and updated based on platform policy changes or internal strategic shifts.

Let me know if you’d like this in a PDF or formatted for your internal policy manual / ClickUp documentation.