New! Rate & Review standalone form – Duve

Duve is excited to introduce an update to the Ratings and Review page. Now the Rate & Review page can be sent as a standalone communication at any time during the stay, as well as part of the Pre Check-out.

Overview

A standalone Rate & Review wizard will be able to be sent using the dynamic parameter, independently of the Pre Check-out link wizard. This is designed so hosts can gather meaningful insights and guests can easily share their experiences during extra touchpoints during the stay.

The wizard can be sent more than once to the guest. Each time the guest fills it and saves it, it will overwrite the previous ratings given. If the guest completes the form from the standalone link, and then is asked to complete the Pre Check-out, they will see their results and be able to edit.

Each time a guest completes the Rate and Review form, the conversation of the guest will open with the feedback from the form, to give the host maximum visibility for the guest's feedback.

This link is usable up to 10 days post Checkout date for the guest.

How to set it up?

Setting Up the Rating Threshold

Go to Settings > Checkout > Rate and Review.

The rating threshold now has more options to select from ranging from 2-5 in .5 increments, to have a more accurate threshold based on the average rating.

Enable the "Enable Rating" toggle and select your preferred threshold from the rating dropdown: between 2-5 stars

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If a guest leaves a Positive Review: When the average rating is above the threshold selected, guests will be prompted to provide their feedback externally (OTA platform or your custom review link).

If a guest leaves a Negative Review:The internal feedback will only be requested when the average is less than the set threshold. The guests will then be directed to a screen to submit further feedback that will be saved internally.

Using the Independent Rate and Review Link

Previously, the Satisfaction form was only a part of the Pre Check-out. Now, the form can be sent via dynamic parameters independently of the Pre Check-out.

Use Cases

For Quick Feedback Collection: Use the Rate & Review form to collect feedback from guests during or after their stay.
- Solution: Create Scheduled Messages at different touchpoints to collect satisfaction
For Guests who would like to change their Rating
- Solution: Send the guest the Rate and Review dynamic parameter to ask them to update their score

How to Send the Link Manually

1. Enable the Rating and/or the Reviews in settings.

2. From the dynamic parameter library, select "Rate & Review"

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3. Share the link with your guests. Upon using the link, guests will be taken directly to the "Rate & Review" screen, bypassing the Online Check-Out wizard.

The Guest Experience

FAQs

Q: What happens if a guest navigates to the Online Check Out after completing the satisfaction form?

A: Both the Rating & Review screens will appear with the user's selections from the satisfaction form, ensuring a seamless experience.

Q: Can I change the rating threshold later?

A: Yes, you can adjust the rating threshold at any time to fit your feedback collection strategy.

Q: If I send the Rating & review page multiple times throughout the stay will I see the satisfaction over time?

A: No, Duve only collects the most recent satisfaction scores and hosts will not be able to view Satisfaction over time.

Q: Are the updated ratings and reviews pushed to the PMS?

A: No, Duve does not push the updates of this wizard to any PMS.

Q: Does Duve send a Pre Checkout summary email after the guest completes the Rate and Review wizard?

A: No, Duve does not send a summary email of the Rating and Review to the host.

Important Notes:

If only the Rating is enabled, the guest will see a "Save" button appear at the bottom of the screen.
- Upon saving, guests will be redirected to the GuestApp and the reservation satisfaction will be updated accordingly.
If both Rating and Review are enabled, a "Next" button will lead to the "Review" screen, focusing solely on the feedback component without upsells.