Below, we will walk through the steps required to set up the Guest satisfaction widget if you would like to display your guests' overall ratings and written feedback on your website.
Positive and negative review collection questions
In the Surveys / Questions section, you must designate one positive and one negative review collection question from among the Open-ended text question types. This can be done using the appropriate option available in the Options menu of the selected question.
In our sample questionnaire, available in both English and Hungarian, Questions 21 and 22 can serve as examples of positive and negative review collection questions.
Removing a review collection designation
If you would like to assign a different question as the positive or negative review collection question, click Options for the currently designated question and select Unmark pos./neg. review.
Once removed, the designation will disappear from the question, allowing you to assign another open-ended text question as the new review collection question.
Widget Types
You can find useful information about placing the widget on your website in our implementation guide. From the three widget types described in the article, decide which one you would like to use and where you would like it to appear on your website. Based on the guide, your web developer can easily implement the selected solution.
As an example, here is a solution chosen by one of our clients:
IMPORTANT: The system calculates the percentage score displayed in the Guest satisfaction widget based on the ratings given to rating type questions. For this reason, it is necessary to include multiple rating-type questions in the Questions section.
IMPORTANT: As guest personal data is retained for two years, the widget statistics (including both the percentage score and the number of guests) are generated from guest feedback collected during the previous two years. Guest data is deleted once per day, therefore the number of guests displayed in the widget may decrease as well as increase over time.
Listing written guest reviews
If you would also like to display individual guest reviews (optional), this can be done on a separate page. In this case, the widget described above will include a link that directs visitors to the review page.
This page can either be hosted externally or embedded directly into your website (for example, as implemented by the Varázslatos Bambara Hotel). We have also prepared technical guidance to assist with the implementation.
Moderating guest reviews
Guest reviews are published on your website with a 7-day delay, giving you time to review submitted questionnaires and decide whether their responses should be displayed publicly.
If you do not wish to publish a particular guest's feedback, you can change its default public status to non-public within the 7-day review period.
This can be done in either the Surveys / Guests or Feedbacks section. Open the full questionnaire by clicking Details in the Guests section or Guest's all answers in the Feedbacks section, then use the toggle switch to change the publication status.
IMPORTANT: If a review is changed to non-public after it has already appeared on the guest reviews page, it will not be removed immediately. Instead, it will be removed from the website within 24 hours.
For reviews marked as non-public, the written feedback will not be displayed on the website. However, the rating scores submitted by the guest will still be included in the system's calculations.
This also means that when you first launch the module, the earliest guest reviews will appear no sooner than one week after the first survey invitations have been sent. Therefore, we recommend collecting responses for a few weeks before implementing the widget on your website, ensuring that a sufficient number of reviews are available.
If a review is published that you do not wish to display, simply change its status to non-public, and it will be removed from the list within 24 hours.
To help your property stay informed, the system sends a notification email whenever a response to a designated negative review collection question is received on the previous day. This allows you to review the feedback and respond if necessary.
Public responses to guest reviews
The system allows you to respond to guest feedback, and your response can also be displayed on the accommodation's public review page.
To add a public response, open the review details view (Options / Details) and click the blue Writing a public response button located at the bottom of the page. You can then enter your response in the text field that appears.
Accommodation responses can only be added to reviews where the guest has provided a written response to at least one of the questions designated as a positive and/or negative review collection question. As a result, the guest's written feedback will also be displayed on the public review listing page.
You can save your response and send it to the guest via an automatic email by clicking the Save and send email button.
If you wish, you can still edit your response after it has been sent (for example, to correct a typo). However, the guest will only receive an email notification when the response is saved for the first time. Any subsequent edits and saves will not trigger another email, although the updated text will be reflected on the website.
On your property's public guest review page, the saved response will appear under the corresponding guest review as Accommodation's response within 24 hours of being saved or updated.
