A pulse on guest sentiment through ThinkMessenger

In the hospitality industry, guest reviews can make or break a business. Positive reviews not only build trust and attract new customers, but they also provide valuable insights into what your property is doing right—and what areas need improvement. That’s where ThinkMessenger, a messaging and guest communication tool integrated with ThinkReservations, comes in. ThinkMessenger is revolutionizing how properties interact with their guests, particularly when it comes to managing and responding to guest reviews.

What is ThinkMessenger?

ThinkMessenger is a messaging platform that enables seamless communication between property owners and their guests. It integrates directly with ThinkReservations, the property management system (PMS) many independent properties rely on. ThinkMessenger allows owners and staff to send and receive automated and personalized messages via text, email, and in-app notifications. From booking confirmations to pre-arrival details and post-departure thank-you's, ThinkMessenger streamlines guest communication and ensures that guests are engaged every step of the way.

But one of its most powerful features is its ability to help property owners manage guest reviews more effectively. Let’s dive into how properties are using ThinkMessenger to enhance their review management.

1. Collecting reviews at the right time

Timing is everything when it comes to collecting guest reviews. Properties using ThinkMessenger can set up automated messages that trigger at key moments during the guest’s stay, such as after check-in, check-out, or a few days post-departure.

By sending these review requests at the optimal time—when the guest’s experience is still fresh in their mind—ThinkMessenger increases the likelihood of receiving honest and thoughtful feedback. This also ensures that guests have the opportunity to share their experiences before they leave, which can be incredibly valuable for identifying any last-minute issues that might need to be addressed.

2. Personalizing the review request process

One of the most effective ways to increase review response rates is by personalizing communication. ThinkMessenger allows properties to send custom messages that are tailored to the individual guest’s experience. Instead of a generic, automated request, a personalized message feels more genuine and can help foster a stronger connection with the guest.

For example, a guest who booked a romantic getaway might receive a message like, “We hope you had a wonderful time celebrating your anniversary with us. We’d love to hear your thoughts on your stay!” Meanwhile, a family guest might get something like, “We hope your family had a fantastic time during your stay. Your feedback helps us improve and provide the best experience for future guests!”

By making the review request more personal, properties can encourage guests to leave more thoughtful and detailed feedback, which ultimately strengthens the overall review profile.

3. Instant feedback to address issues before they become problems

Negative reviews, though often insightful, can be damaging if not handled properly. With ThinkMessenger, properties can be proactive about addressing potential issues before they escalate into bad reviews.

The messaging system can be configured to send automatic requests for feedback while the guest is still on-site. For example, if a guest has a complaint about the room, a quick message can be sent asking, “How is everything going with your room? Is there anything we can do to improve your stay?” This proactive approach gives the property the chance to resolve issues in real-time, while the guest is still on the premises, ensuring their satisfaction before they check out.

By catching potential complaints early, properties can fix problems before they are mentioned in public reviews, which improves the overall guest experience and prevents negative feedback from spreading across review platforms.

4. Managing reviews across multiple platforms

One of the challenges properties face is managing guest reviews across multiple channels. Today, customers can leave feedback not only on Google and Tripadvisor but also on social media, OTAs like Booking.com and Expedia, and more. ThinkMessenger makes it easier for properties to keep track of these reviews by consolidating them into a centralized system.

Through the integration with ThinkReservations, ThinkMessenger helps property owners respond to guest reviews quickly, no matter where they’re posted. This means staff can monitor feedback in real time and provide timely responses to positive and negative reviews alike, ensuring guests feel heard and appreciated.

Quick responses are critical in maintaining a good reputation, and ThinkMessenger makes it easy to keep your guest communication efficient and consistent across all platforms.

5. Turning positive feedback into marketing opportunities

Guest reviews are not just valuable for improving operations—they can also be a powerful marketing tool. ThinkMessenger helps properties identify positive reviews and turn them into promotional content.

For example, if a guest leaves a glowing review about your property, ThinkMessenger can automatically prompt the property owner or staff to share that review on the property’s website or social media accounts. Positive testimonials can be showcased on social media platforms like Instagram, Facebook, and Twitter to highlight the guest experience and attract new visitors.

Additionally, properties can ask satisfied guests for permission to use their review in promotional materials, helping to create social proof that potential customers can trust.

6. Engaging with guests after their stay

After a guest checks out, the relationship doesn’t have to end. ThinkMessenger can be used to send follow-up messages thanking guests for their stay and encouraging them to leave a review. This personalized message could include a request to share their experience on a specific platform or offer them a discount for a future stay in exchange for a review.

By maintaining a line of communication even after guests have departed, properties can nurture a sense of loyalty and increase the chances of returning guests—while also benefiting from the feedback that can help improve their services.

Manage your reviews with ThinkMessenger

ThinkMessenger is a game-changer for properties looking to streamline and enhance their guest review management. By allowing properties to automate review requests, engage with guests in real time, and respond promptly to both positive and negative feedback, ThinkMessenger helps create a seamless experience for both guests and property owners.

With its personalized communication features, real-time feedback capabilities, and ability to consolidate reviews across platforms, ThinkMessenger makes it easier than ever for properties to turn guest reviews into opportunities for growth. Whether you're looking to address issues before they become problems or simply showcase your positive feedback to attract new guests, ThinkMessenger is an essential tool for any property owner committed to delivering an exceptional guest experience.

Improving the guest experience - York Harbor Inn

Learn how ThinkMessenger helped York Harbor Inn accompany their guests through their journey.