Optimising your survey invitation emails

The type of guests that visit your property, the time of the year and simply the way your emails are worded can affect your response rate. In this article, we will show you how to increase your response rate and subsequently get more feedback from your guests. If you have TripAdvisor integration in place, this could even result in more reviews being published to TripAdvisor. 

Getting More Opens

The subject line can often mean the difference between your guest opening your feedback request email or not. All accounts are set up with a standard subject line that includes the name of your property. For the purpose of this article, we will use the Langdon Hotel as an example.

Standard Subject Line: Langdon Hotel Guest Feedback

This subject line is perfectly fine. However, a more impactful and personalised subject line definitely encourages guests to click on your email more often.

Here are some examples:

How was your stay at Langdon Hotel?

Got feedback about Langdon Hotel? We'd love to hear it!

Tell us how your visit to Langdon Hotel was?

Did you enjoy your stay at Langdon Hotel?

Getting more clicks

Greeting

While sometimes it’s not possible, always try to ensure that your guests’ first names are captured on your Property Management System or your Guest Uploads, and use them in the greeting of your email.

If no name has been captured, your emails automatically start with “Dear Guest”. However, when guests' names are captured correctly and stored in the GuestRevu system, emails are addressed to them by name, allowing you to continue to connect with your guests on a more personal level.

The body of your email

Our standard template definitely does the trick, but personalised emails are always going to do better when it comes to enticing guests to actually click on a link and leave their honest feedback.

You can also use this part of your email to encourage guests to leave a TripAdvisor review, see examples below for suggestions.

Standard Template:

Thank you for staying with us at Langdon Hotel – we hope that you had a great time!

Please let us know what you thought of your experience by filling out this quick online survey.

We want to make sure all of our guests to have the best experience possible, and your honest feedback helps us do this, so we really do appreciate it.

Get more TripAdvisor reviews:

We just wanted to say thank you very much for staying with us at Langdon Hotel. We really hope that you enjoyed your time with us.

We'd love to hear what you thought of our service and facilities. It's insights like yours that enable us to improve our offering by helping us to better understand how well we did, or didn't, do in any particular area. Our brief customer feedback questionnaire also enables you to quickly and easily complete a TripAdvisor review.

Please click here to complete our brief guest feedback survey.

We hope you had a good stay with us and that we'll see you again soon.

Just something a bit more personal:

We just wanted to say thank you for choosing Langdon Hotel for your much-deserved break, we really hope you loved staying here as much as we loved having you.

To always ensure that our service and facilities maintain our high standard, your feedback is invaluable and we would really appreciate your thoughts on your stay. If you like, you can also quickly and easily submit a review to TripAdvisor directly from the survey.

Please click here to complete our brief guest feedback survey.

We do hope to see you again soon and look forward to receiving your feedback.

You are also able to send emails in multiple languages, contact support@guestrevu.com to if you would like to implement this.

Lastly, the sign-off

After your guest has opened their email and read the content, they will get to your sign off. All accounts sign off with a standard signature.

Generic Signature:

Warm regards,

Management and Staff

Langdon Hotel

We highly recommend changing this to the general manager or owner's name. This, once again, makes the experience a far more personal one for your guest.

For Example:

Yours Sincerely,

John Doe

General Manager

Langdon Hotel

So how do you make these changes?

You can click here to learn how to change your email templates and the wording on your own, or if you would prefer some assistance, our support team is happy to help. You can email the changes you would like to make to support@guestrevu.com

Please feel free to use any of these suggestions in your own emails