Procedure for Responding to Negative Reviews at Deluxe Holiday Homes:

Post-Checkout Guest Contact Process:

Within 24 hours following guest checkout, you will be assigned a task to reach out to departing guests. This process is crucial for gathering feedback and addressing any concerns that may lead to negative reviews.

Step 1: Preparation and Investigation

• Before initiating contact, review the guest's profile in both the Property Management System (PMS) and HubSpot for key information such as nationality, age, gender, and contact details. Pay attention to time zones to avoid calling during inappropriate hours.
• Understand the guest's reservation details, including the property they stayed at, the area, number of bedrooms, and length of stay.
• Assess the guest's spending to gauge their expectations and personality type.
• Examine any open or closed support tickets in HubSpot and any reported issues or requests in the PMS.
• Review any WhatsApp conversations or other communications for additional context.

Step 2: Establishing Contact

• Ensure you have a current phone number for the guest. If not available, send a WhatsApp message requesting their number and a convenient time for a call. Email is the last resort if there is no response on WhatsApp.
• Prioritize voice calls over messaging for a more personal touch. Ensure all written communications are professional, clear, and personalized to encourage engagement.

Step 3: Making the Call

• When calling, introduce yourself and remind the guest of any prior interactions to reinforce your connection. For example, mention previous WhatsApp communications or reference their stay directly.
• Politely ask for permission to discuss their stay, emphasizing the call's brevity and the value of their feedback.

Step 4: Call Outcomes and Documentation

• Update HubSpot with the call's outcome using predefined fields:

1. Call Status: Options include No Answer, Phone Turned Off, Refused to Talk, Wrong Phone/Email, or Discussed.
2. Discussion Outcome: For calls marked as
   Discussed, choose from Positive - Pending Review, Positive - Review Posted, Negative - No Change, Negative - Converted to Positive, or Negative - Review Posted.
3. Review Type: Required if a review was posted, with options for Positive or Negative.
4. Link to Review: Include if applicable.

Step 5: Sending Survey Link to the Guests:

HOW SURVEY WORKS

• The survey will be opened in a link (powered by HubSpot). If the guest leaves a positive feedback, they will be instantly asked to also leave a Google Review.
• If the guest leaves a negative review, the results will be sent to the management AND the guest won't be given any other links for posting a public review.

Follow-Up Tasks:

• Automatic reminders to retry calls for No Answer and Phone Turned Off statuses.
• Courtesy emails or messages are sent automatically based on the call outcome, such as for unresponsive guests or those who refused to talk.

This detailed procedure ensures that every guest receives personalized attention post-stay, allowing Deluxe Holiday Homes to proactively address concerns and potentially mitigate negative reviews. It underscores the importance of direct engagement and follow-up in maintaining high customer satisfaction and trust.