We are currently in BETA phase with the GuestRevu integration, meaning we have a limited amount of accounts connected while we monitor. If you'd like to join the BETA, please get in touch with your Customer Success contact.
Introduction
The GuestRevu connector automatically brings your guest feedback into Airship. Every day it collects the reviews your properties received in GuestRevu — from your own surveys and adds them to your Airship database as guest profiles with their feedback attached.
That means the guest who told you their room was spotless, and the one who didn't, are both in Airship: scored, grouped and ready to be segmented, reported on and marketed to.
Getting started
What we need from GuestRevu
API access for your GuestRevu account — You will need to invite our techsuccess@airship.co.uk user into your GuestRevu account - which will grant us access to your Review data
The ACCOUNTID for each property you'd like connected. Each GuestRevu property maps to one venue in Airship.
What we need from you
Whether you'd like a historic import, and how far back to go — so your existing GuestRevu feedback comes across, not just new reviews from the day we switch on.
Which surveys you run, so we can check we're reading them correctly before we start.
Once we have these, your Airship contact will set the connector up for you. There's nothing to install.
What data is sent?
Guest details:
First name and last name
Email address
Marketing opt-in, where your survey asks for it
Feedback details:
The overall review score, which classifies the guest as a promoter, passive or detractor
A rating for every question your survey asks — cleanliness, service, value for money, room quality, and so on
Their NPS score, where your survey asks for it
The guest's written comment
The date of the review, and the date of their visit
ℹ️ Reviews without an email address can't be brought across
Reviews left on sites like Booking.com, TripAdvisor and Google are usually anonymous, so you'll see fewer guests in Airship than you have reviews in GuestRevu. That's expected — we can only create a guest profile where there's an email address to attach it to.
Groups
Every guest is added to groups inside a folder called GuestRevu, so you can segment by where the feedback came from and which survey the guest answered.
By review source — a group named after the site the review came from: GuestRevu, Booking.com, TripAdvisor, Expedia.com or Google. Anything else goes into GuestRevu Feedback.
By survey — a group named Survey Name - followed by your survey's name, for example Survey Name - How was your stay?. If you run a pre-stay, in-stay and post-stay survey, you'll get a group for each.
How it works
Each day Airship collects the reviews your properties received in GuestRevu.
New reviews create feedback against the guest. If a guest reviews you again, their profile is updated rather than duplicated.
We look back a couple of days each time, so a review that arrives late still gets picked up.
Guest profiles are updated with protective rules, so your existing data and marketing permissions are never overwritten incorrectly. A historic import will never opt a guest into marketing based on an old survey answer.
View your data in Airship
Go to Folders & Groups to see the guests and groups the connector has created, in the GuestRevu folder.
To see an individual guest's feedback, open their profile — their reviews appear with the score for each question and their written comment.
Reporting on your feedback
Because each survey question becomes a rating against the guest, you can report on your feedback in Airship alongside everything else you know about them — spend, visits, bookings — rather than in isolation.
Some examples of what this makes possible:
Segment the guests who scored you a detractor in the last 30 days and send a recovery offer.
Find your promoters and invite them to a loyalty scheme or a review request.
Compare feedback by venue, since every review is attributed to the property it came from.
Target guests who commented on a specific part of their visit.