Unhappy Guests

If a guest has complained or may leave a negative review, follow these steps:

1. In Guesty, go to Automated Messages

2. Locate and toggle OFF:

   • Review Reminder 1

   • Google Review

3. Open the specific guest reservation

4. Click on the guest icon/profile

5. Turn OFF Auto Review

This prevents any review prompts from being sent to that guest.

Task

Guest flagged for excessive complaints + refund requests without allowing resolution, will be a probelm guest 

Actions

• Create a task in BW, Template is "RED ALERT GUEST" tag supervisor on and comms supervisor

  • • Ask for photos/videos

    • Offer to fix issue (vendor/troubleshooting)

    • If refused, confirm in writing

    • Log all details

Goal

Show effort to resolve + protect against unjustified refunds

From a communication standpoint: evaluate if concerns are valid

• If valid, consider goodwill gesture (e.g., gift basket) under $50 - need supervisor approval