How To Use Feedback Requests

Written By Chad McGuire (Sparrow Intel)

🌟 Introducing, Feedback. With Feedback, you can ask your guests for reviews at any time – before, during, or after their stay. Our advanced request engine enables you to fully customize the requested fields and automate who receives review requests and when they receive them.

When a guest submits their feedback, it will appear immediately in Sparrow's unified review inbox, providing hosts with real-time insight into the ratings and comments a guest may provide before they leave a public review for your listing

In addition, if a guest leaves top feedback after check-out — 5 stars, or 9-10 when you ask for an NPS score — Sparrow will automatically copy the guest's comments and direct them to the OTA to leave the same review. Sparrow will notify the host if feedback is negative without redirecting the guest.

Feedback is especially useful in these scenarios:

  • Collect internal reviews from guests during or after their stay, before they post a review on an OTA.
  • Receive in-stay touchpoints from guests, giving you the opportunity to monitor and improve their experience.
  • Gather feedback from direct bookings.
  • Encourage guests to leave you a review on Google - increasingly important as Google’s AI Mode relies on your Google Business Profile listings.

Watch our video demo below:

NEW: ask for an NPS score instead of an overall rating

Under Requested Fields, the headline question is now a choice between Overall Rating (5-star scale) and NPS Score (10-point scale).

Pick NPS Score and the guest is asked "How likely are you to recommend this stay to a friend or family member?" on a 1-10 scale, anchored from "Not at all likely" to "Extremely likely." It appears above the category ratings.

Three things worth knowing:

  1. An NPS score is saved as the stay's overall rating, so a request asks for the overall rating or the NPS score — never both.
  2. Category ratings (Accuracy, Value, Cleanliness, Communication, Location, Check-In) stay on the 5-star scale either way, and they remain optional.
  3. The redirect threshold moves with your choice. On the 5-star scale it fires at 5 out of 5; on NPS it fires at 9-10.

Existing feedback requests are unaffected and keep using the 5-star overall rating.

NEW AS OF FEBRUARY 2025:

You now have the option to choose to send feedback requests via email!

For PMS that support messaging, you have the option to send feedback requests via OTA message OR email.

For PMS that do not support messaging, you now have access to feedback requests via email.

Your company logo and brand color settings apply to emailed feedback requests as well!

You can click here to learn how to customize your feedback requests.

See example branded feedback request email below: