# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: hospitality.post-stay-review-and-return title: Post-stay review and come-back message sector: hospitality source: kind: synthesized notes: >- No hotel or host has built this with us yet. Written from the base feedback and win-back patterns: a daily run over guests who checked out yesterday, a rating form whose low scores give a manager a task, and a later daily run over guests who stayed about two months ago. The thank-you goes to every guest with the review link, so unhappy guests are never kept from reviewing. derived_from: base.feedback-follow-up vocabulary: person: guest people: guests group: guest relations summary: >- The day after a guest checks out, thanks them and shares your review link and a short rating form. A low rating gives your manager a task to call and put things right. About two months later, invites them to book direct next time. when_to_use: - You want more reviews on Google, Booking.com or Airbnb, and you want unhappy guests called before they write something public. - You would like past guests to book direct with you instead of through a platform. - Your check-out dates are in a Google Sheet or Excel file, or come from the Pre-arrival playbook's reservation form. requires: data_in: - how: sheet_sync what: "Your reservations sheet, synced every hour as People: guest phone and check-out date (the same sheet as the pre-arrival playbook, if you use it)." - how: public_form what: "The Stay feedback form this playbook creates; the thank-you message links to it." channels: - channel: sms for: The thank-you and the come-back message needs: An SMS provider, or Origamy managed SMS after business verification (KYC). events: - onboarding.submitted traits: - check_out_date - last_stay_rating - stay_follow_up - stay_follow_up_note parameters: - key: org_name ask: true question: What should messages call your property? label: Property name type: string example: Northwind Guesthouse - key: review_url ask: true question: Where should guests leave a review? (your Google, Booking.com or Airbnb review link) label: Review link type: url example: https://reviews.example.com/your-property - key: booking_url ask: true question: Where can past guests book direct with you? label: Direct booking link type: url example: https://yourproperty.example/book - key: offer_text ask: true question: Is there a small offer for guests who book direct? (leave empty for none) label: Direct-booking offer type: string default: "" example: Book direct and get a free breakfast. - key: care_team ask: true question: Which team calls guests who rated their stay low? (one person is fine) label: Guest relations type: team_name default: Guest relations - key: low_score label: Low scores are at or below (out of 5) type: number default: 2 - key: call_due_hours label: Hours the team has to call type: hours default: 24 - key: comeback_after label: Send the come-back message after this long type: duration default: 60d - key: comeback_window label: Stop trying for guests whose stay is older than this type: duration default: 75d - key: send_time label: Daily send time type: time default: "10:00" - key: default_country label: Default phone country on the form type: country_code default: "{{ workspace.country }}" - key: timezone label: Time zone for the daily runs type: timezone default: "{{ workspace.timezone }}" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there timings: - At {{ params.send_time }} the day after check-out (the run is daily, in {{ params.timezone }}), the guest gets a thank-you SMS with the review link and the feedback form. - A rating of {{ params.low_score }} or lower creates a call task straight away, due in {{ params.call_due_hours }} hours. - Guests whose stay ended more than {{ params.comeback_after }} but less than {{ params.comeback_window }} ago get one come-back message (a six-month cooldown). customer_must: - "Keep the check-out date (a date like 2026-12-01) on each guest in the trait check_out_date: a column in your synced sheet, or the reservation form of the Pre-arrival playbook. Clear it for cancelled stays so the guest gets nothing." - Publish the Stay feedback form, then switch the three follow-ups on. - Add people to the {{ params.care_team }} team. If you run the place alone, put yourself in it. A task assigned to an empty team reaches nobody. - Use the review link the platform gives you, and do not offer anything in return for a review. Most platforms do not allow it. - Connect an SMS provider or finish business verification, and test with your own phone and a stay that ended yesterday. objects: - ref: team_care kind: team about: Calls guests who gave a low rating. body: { name: "{{ params.care_team }}" } - ref: form_feedback kind: form about: A short rating form. The guest's phone matches the answer to their profile. body: name: Stay feedback slug: stay-feedback description: Tell us how your stay was. draft_state: version: 1 meta: { layout: classic, submit_label: Send, success_message: "Thank you for telling us." } pages: - id: p1 title: How was your stay? description: It takes ten seconds. fields: - { id: f_rating, key: rating, type: rating, label: "How would you rate your stay?", required: true, maps_to: { mode: custom, key: last_stay_rating, trait: true }, validation: { min: 1, max: 5 } } - { id: f_comment, key: comment, type: long_text, label: "Anything you'd like to tell us?", required: false, maps_to: { mode: custom, key: comment } } - { id: f_phone, key: phone, type: phone, label: "Your phone number (so we can follow up)", required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } verification_settings: { required: false } - ref: seg_checked_out kind: segment about: Guests who checked out in the last day. body: name: Checked out yesterday description: check_out_date within the last 24 hours. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: check_out_date, cond_operator: within_last, value: 1d } - ref: seg_comeback kind: segment about: Guests who stayed a couple of months ago. body: name: Stayed a while ago description: "check_out_date more than {{ params.comeback_after }} ago but within {{ params.comeback_window }}." segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: check_out_date, cond_operator: older_than, value: "{{ params.comeback_after }}" } - { type: trait, trait_key: check_out_date, cond_operator: within_last, value: "{{ params.comeback_window }}" } - ref: tmpl_thanks kind: template about: Thank-you SMS with the review link and the feedback form. body: name: Thanks for staying (SMS) channel: sms category: After the stay style: text status: active subject: "" metadata: {} variables: {} body: "Hello {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for staying with {{ params.org_name }}. How was it? Tell us in ten seconds: {{ ref.form_feedback.url }} If you enjoyed your stay, a review helps us a lot: {{ params.review_url }} Reply STOP to opt out." - ref: tmpl_comeback kind: template about: Come-back SMS with the direct booking link and the optional offer. body: name: Come back soon (SMS) channel: sms category: After the stay style: text status: active subject: "" metadata: {} variables: {} body: "Hello {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, it's {{ params.org_name }}. We'd love to host you again.{% if \"{{ params.offer_text }}\" != \"\" %} {{ params.offer_text }}{% endif %} Book direct here: {{ params.booking_url }} Reply STOP to opt out." - ref: wf_thanks kind: workflow about: 'Daily run over "checked out yesterday": the thank-you, review link and feedback form.' body: name: "After the stay: thank you" description: Every day, a thank-you with the review link and the feedback form to guests who checked out yesterday. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_checked_out.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_thanks.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 720 goal: {} exit_conditions: [] - ref: wf_low kind: workflow about: A low rating gives the guest relations team a call task; the outcome is saved. body: name: "After the stay: low rating call" description: When a rating at or below the low line comes in, the team calls to put things right. enabled: false trigger_type: event trigger_config: event_name: onboarding.submitted form_id: "{{ ref.form_feedback.id }}" property_filters: [{ property: rating, cond_operator: lte, value: "{{ params.low_score }}" }] properties: { $origamy_property_filters: true } steps: - id: s1 type: human_task config: human_task: title: "Unhappy guest: {{ traits.first_name }} {{ traits.last_name }}" instructions: |- {{ traits.first_name | default: "A guest" }} rated their stay {{ properties.rating }} out of 5. Their comment: {{ properties.comment | default: "none" }} Contact: {{ traits.phone }} Call, listen, and put it right if you can. Note what you agreed. assignee_refs: [{ type: team, id: "{{ ref.team_care.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: resolved, label: Resolved, intent: positive } - { id: follow_up, label: Needs more follow-up, intent: neutral } - { id: not_reached, label: Could not reach, intent: negative } due_hours: "{{ params.call_due_hours }}" wait: true wait_timeout_hours: 168 notify: immediate - { id: s2, type: action, config: { action_type: set_trait, traits: { stay_follow_up: "{{ properties.task_outcome | default: \"unknown\" }}", stay_follow_up_note: "{{ properties.task_note }}" } } } re_entry_policy: every_time re_entry_cooldown_hours: 0 goal: {} exit_conditions: [] - ref: wf_comeback kind: workflow about: 'Daily run over "stayed a while ago": one come-back message every six months at most.' body: name: "After the stay: come back" description: Every day, a come-back message with the direct booking link to guests who stayed a couple of months ago. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_comeback.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_comeback.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 4320 goal: {} exit_conditions: [] eval: name: 86_hospitality_post_stay_review_and_return mode: task vertical: "" prompt: >- After a guest checks out, text them the next morning to say thanks, with a link to leave a review and a short rating form. If someone rates us 2 or lower, give our manager a task to call within a day. Then about two months after their stay, text them an invitation to book direct with us. The check-out date is in check_out_date. expect_artifacts: [form, segment, workflow, message_template] forbid_terms: [discount code]