Star Rating
The Importance of Giving your Guests a Star Rating
It is not only important for your guests to give your property a review, but it is also important to give your guests a star rating. This rating can be based on the number of reservations, add-ons, or general friendliness. This gives your staff an indication of the level of individualised attention to provide. Additionally, blacklisting people as untrustworthy will ban them from making a booking due to previous experiences.
Nicholas Albertini
Marketing
What is a Guest's Star Rating?
A guest’s star rating is a strategy to communicate the level of individualised treatment a guest deserves based on their previous stays. A guest’s ‘importance’ is rated out of five stars, and is indicated on their individual profiles. A guest with a 5-star status deserves customised services, such as 24hr check-in and check-out and extra bathroom essentials. Whereas, on the other end of the scale, black-listed guests are not welcomed to your accomodation due to complications during previous stays.
When to Blacklist a Guest
Not all guests are perfect, and in some cases, guests should not be welcomed back. A blacklist is a list of people regarded as untrustworthy and should be excluded or avoided. Furthermore, this list is used to protect your property against damage, protect your staff from abuse, as well as protecting the experience of other guests. Therefore, a guest should be blacklisted if the following occurs:
Failure to Pay:
A follow-up call can be made to seek a legitimate reason for failing to pay and request for payment to be made promptly. However, if the guest can no longer be contacted or trusted, blacklisting will ensure this does not occur again.
Damage to Property:
Some damage to property may be accidental, however, purposefully smashing an expensive item such as a TV, is not tolerated. As a result, this behaviour reduces the experience for future guests and they should not be welcomed back to your property.
Verbal or Physical Abuse:
Verbal or physical abuse must be actioned by police support. However, once the matter is dealt with by professionals, this guest should not be welcomed back to your property and marked with a black star rating.
Redlisting
By red listing a guest, you are placing them at a moderate risk level to your property. They may have been late on a payment before or complicated to deal with during their stay. By using a red list, your staff will be notified that this guest can be problematic, and must check with a manager before making a booking.
How to Change a Guest's Star Rating on GuestPoint
Initially, all guest star ratings are set based on the number of reservations booked with your property. To change this:
Go to the customer’s tab ➡️ Select ‘Guests’ ➡️ Search for the profile of the guest you wish to update ➡️ Click on the profile ➡️ In additional details, a drop-down for a guest’s ‘VIP status’ is available.
Also in this section, notes can be applied to the individual’s profile as well as any special arrangements or rates.
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Summary of Star Ratings for Guests
In summary, using a star-rating, a red list and a black list to categorise your guests, staff will know the level of consideration to treat each guest with. Using the star-rating in GuestPoint will give you prior knowledge of your guests, and whether to increase individualised attention or reject their booking completely. As a result, this feature streamlines communication with staff and gives you more control over your property.
- Nicholas Albertini
- Accommodation Industry, accommodation management, Blacklist, Guest Star Rating, Hotel marketing, Management Tips, Motel marketing, Redlist
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