Review management
Review management is the process of monitoring, requesting and replying to the online reviews a business receives, such as those on Google. It covers asking guests for feedback after a visit, answering reviews promptly and spotting patterns in what guests say, to protect and improve a venue’s reputation.
How stampede does it.
Google reviews are pulled in and replied to on Google from inside Stampede. For every review the AI drafts a reply in the venue’s brand voice, which the team can approve in a tap, edit first, or let the positive ones post on their own. Guests are asked for a review after their visit, and unhappy guests are heard privately first.
Related terms.
Unified guest profile
A unified guest profile is a single record per guest that combines everything a hospitality business knows about them, from bookings and orders to Wi-Fi logins, reviews and loyalty activity.
Win-back journey
A win-back journey is an automated series of messages sent to guests who have not returned for a while, or who cancelled, designed to bring them back.