Virtuoso Reviews & Recommendations

Virtuoso Reviews & Recommendations program is a system that gathers client feedback on trips booked through a Virtuoso travel advisor.  Five days after the client's return date, Virtuoso sends an email to your client asking that they review the Virtuoso suppliers that you used, as well as you as the travel advisor. The client can then review their experience, and it will be published on the Virtuoso website along with the client's first name only.

Things to Know for Coding in Tres

• Only sent for Virtuoso advisor, cruise, tour, rail & hotels

• Does not send for air, service fee, or insurance

• Does not send for wholesaler booking, such as Classic Vacations or Travel Impressions, even if there is a Provider that is Virtuoso

• If there is more than one Trip with a Start/End Date within 3 days of another trip's Start/End Date, Virtuoso will consider that one trip and combine it into one review email

• If a reservation has no start or end date, it defaults to the Issue Date

• In the Virtuoso Advisor profile on Virtuoso.com, if the advisor has the "Respect Virtuoso Code in CB" checked, then they must have the Email campaign checked in Tres in the Marketing Tab for a Review to be sent

• If the above is not checked, then as long as the Client Profile has a primary email address that was entered in the 'Value' field, the Review will be sent

• The above does not apply for Virtuoso Email Marketing; that box must be checked for email marketing to be sent

• The "Permit Marketing" checkbox is not used by Virtuoso

• If there is no email in the Client Profile, then Virtuoso uses the email that was entered in the 'Value' field of the primary traveler's profile

• The trip must have cost over $250 for a Review request to be sent

• The advisor that is referenced for review is the primary advisor on the Client Profile, NOT the advisor on the Res. Card in Tres.

Troubleshooting

If you receive a negative review, it is important that you add a professional and compassionate response to their post, as this shows that you are a concerned and caring advisor. If you need help with the response, please reach out to Paul or Amanda.

See below for a Troubleshooting Guide for what to check if you are concerned a client did not get an email requesting a review.

Ensure Clients Receive a Review

When you look at the Communications section of the General tab in Tres, where you would put in their email address, you need to be sure that:

1. There is an email address designated as the "Primary Email Address"

2. That same email address is attached to whoever is designated as the "Primary Traveler" in that client profile

If you have clients who missed the email from Virtuoso and you want to have it resent, Virtuoso can resend the Reviews email for one specific advisor for a specific date range. Please email help@largaytravel.com to request this.

Please note:

1.  System will automatically send a reminder email 7 days after the original send date, if the recipient has not completed at least one of the review requests sent in the email bundle.

   • • • • If the user completes at least one review response, the reminder email is not sent.

         • See the Notifications Common Functionality specification document in Virtuoso.com for full message details.

2. In addition, 7 days after the original request date, we will populate a checkbox in the Advisor Virtuoso R&R report that allows the Marketing Advisor of the client to trigger a review request reminder email.

   • • • • This email can be sent as often as the advisor wishes until one of the following conditions is met:

           1. The consumer complete at least one email review in the email bundle, or

           2. The consumer has not completed at least one review w/i 90 days from the original send date.  At which time the ability to resend the email is no longer available to trigger from the report.

         • For full details of the R&R report capabilities, please refer to the Virtuoso Reports - Reviews & Recommendations specification document in Virtuoso.com.