There are two ways to notify an owner about an UpFront review which has been received for their property.
1. Automatically inform the owner of a received review using the default system letter.
2. Creating your own bespoke letter template and schedule the letter.
The second option allows you to choose to inform the owner if no review has been received, if the average score of the review is below 4 or if the average score is 4 and more.
This is not possible with the first option.
Using this option will allow you to inform your owner of any received reviews automatically. No extra letter template or scheduling is required.
- Go to Integrations > UpFront Review > Settings.
- Tick the box in the column Owner Emails.
If a property is enabled to receive reviews, the owner will be automatically be informed about any received reviews.
You can't select which owner is receiving the notifications and which don't.
As the owner is notified using scheduled emails, you need to make sure, you have create an email template for this occasion.
Please see this help centre article for information how to create an email template.
You can use tags to auto-populate booking specific information, e.g. the property name, if required.
For more information re using tags to create email template, see this help centre article.
You should create a new letter group for the review emails. Is will make it easier to keep track off what kind of emails have been scheduled.
For further information how to set up a letter group, please see this help centre article.
You need to add the letter template created under 2.1. before you can schedule the template.
Please see this help centre article for information how to add a letter to a letter group
Please note:
Once the new letter has been added to the letter group using the above article, please note to return here, to this article, after step 4.
Step 5 is the scheduling of the letter itself.
When scheduling the letter you can use different criteria. Depending when you want to notify your owner.
- Go to Emails/Letters > Automated Emails
- Select Show letters in the Select action drop-down to the right of the letter group
- Click Go.
- To the right of the letter click Edit.
- The settings should be like showing in the screenshot below.
Please note:
Channels / third parties, e.g. Airbnb have their on review system. It is therefore not necessary to schedule an email to these guests.
Owner bookings are being excluded from review request by default.
There are three different options for scheduling an email for a review received:
- UpFront Review submitted [Any score]
- UpFront Review submitted [Avg 4+] -> the average score is 4.0 or higher
- UpFront Review submitted [Avg <4] -> the average score is below 4.0
This allows you to select what score the review must have before the email to the owner is triggered.
Please note:
The combination of the [Avg 4+] and [Avg <4] is [Any score].
Therefore only one options needs to be selected.
By default the Company name and default email will be showing as the sender to the email recipient.
It is possible to change this, if required, in the Sender section. Here you can enter any email address required.
You can either choose the main owner email and/or their alternative as the recipient.
Tip:
Should an owner notify you that they don't receive any review notification, please check, if a recipient has been selected for the scheduled email.
Make sure you click Update letter in the bottom right hand corner of the page.
After the review notification to the owner has been scheduled, you can apply the letter to already existing bookings. This option can be found on the page showing the individual letter groups.
For more information about this feature, see this help centre article.
