BookingCentral’s Automatic Review Text feature makes it easy to collect reviews and feedback from customers after their rental or activity. A text message is automatically sent after the experience ends, prompting customers to share their feedback while the experience is still fresh.
This helps you generate more reviews, monitor customer satisfaction, and improve your online reputation.
This article will show you:
- How Review Texts Work
- What your customers sees
- How you can separate good and bad reviews
Why Send Review Texts?
Online reviews are a major factor in booking decisions. Many customers check reviews before choosing a rental or tour operator. Sending a review text shortly after the experience increases the chances they’ll leave feedback.
Unlike email requests that may be opened days later, review texts are typically seen right away. By default, the review text is sent 1 hour after the activity ends, while the customer is still in the post-experience mindset.
You can adjust the timing anytime:
Settings → SMS → Send After
Rating Screen
Not all customers have great experiences all the time. Sometimes it's the weather. Sometimes it's the service. Sometimes it's a misunderstanding.
BookingCentral's Rating Screen enables you to separate good feedback and bad feedback. You can direct the customer to your review site (such as Google or Yelp) or to a feedback form that is only seen within the system.
The Rating Screen effectively allows you to build up better online reviews compared to sending customers straight to the review site while also giving you a powerful tool to monitor and address bad experiences.
The review flow can easily be configured to suit your needs. The most common flows are:
- Review Text -> Rating Screen
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- Good Rating -> Review Site
- Bad Rating -> Feedback Form
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- Review Text -> Review Site
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- Bypass the Rating Screen and go directly to the Review Site
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- Review Text -> Rating Screen
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- Rating Screen -> Feedback form
- If you don't utilize review sites, you can collect feedback for internal use.
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Customization Options
In addition to customizing the overall Review Flow settings, you can customize the text that is shown on the review page as well as the icons used for feedback. This is what the default Good/Bad setting looks like.
The Review Text system can show different responses for positive ratings and negative ratings. You can customize these text settings as well (or go straight to the review site).
Positive Rating (3-5 stars or happy face)
Negative Rating (1-2 stars or sad face)
Customer Feedback sent using this method is only seen through the system, and not public on any review site.
Viewing Review / Rating Activity
To see a report of your ratings, comments, and review link clicks, go to the Reports, and choose the Review/Ratings report. You can search by a date range to see review activity. The report will show users:
- Customer Name / Order Code
- Date / Time the customer opened the review text
- Rating
- If the review link option was chosen, then it will show link and if the customer clicked the link
- If the comments were chosen, then users can see the comment on the report
- IP address of the customer's location
- View - click the View button to see more details and complete comments.
Why Use Automatic Review Texts
Automatic review texts help rental and tour operators:
Collect more reviews
Improve online reputation
Catch issues early
Increase response rates
Simplify follow-up
Build customer trust
Grow bookings through social proof
Sending review texts automatically ensures every customer has the opportunity to share feedback without adding extra work for your team.