Post-stay review and come-back message
When to use it
Section titled “When to use it”- 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.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A Google Sheet or Excel file, synced | 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). |
| A form people fill in | The Stay feedback form this playbook creates; the thank-you message links to it. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Guest relations | Calls guests who gave a low rating. | Empty |
| Form | Stay feedback | A short rating form. The guest's phone matches the answer to their profile. | Draft, not published |
| Segment | Checked out yesterday | Guests who checked out in the last day. | Ready |
| Segment | Stayed a while ago | Guests who stayed a couple of months ago. | Ready |
| Template | Thanks for staying (SMS) | Thank-you SMS with the review link and the feedback form. | Ready |
| Template | Come back soon (SMS) | Come-back SMS with the direct booking link and the optional offer. | Ready |
| Follow-up | After the stay: thank you | Daily run over "checked out yesterday": the thank-you, review link and feedback form. | Off |
| Follow-up | After the stay: low rating call | A low rating gives the guest relations team a call task; the outcome is saved. | Off |
| Follow-up | After the stay: come back | Daily run over "stayed a while ago": one come-back message every six months at most. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your property? | none, must answer | org_name |
| 2 | Where should guests leave a review? (your Google, Booking.com or Airbnb review link) | none, must answer | review_url |
| 3 | Where can past guests book direct with you? | none, must answer | booking_url |
| 4 | Is there a small offer for guests who book direct? (leave empty for none) | empty: skipped | offer_text |
| 5 | Which team calls guests who rated their stay low? (one person is fine) | Guest relations | care_team |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Low scores are at or below (out of 5) | 2 | low_score |
| Hours the team has to call | 24 | call_due_hours |
| Send the come-back message after this long | 60d | comeback_after |
| Stop trying for guests whose stay is older than this | 75d | comeback_window |
| Daily send time | 10:00 | send_time |
| Default phone country on the form | ‹workspace country› | default_country |
| Time zone for the daily runs | ‹workspace timezone› | timezone |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- At 10:00 the day after check-out (the run is daily, in ‹workspace timezone›), the guest gets a thank-you SMS with the review link and the feedback form.
- A rating of 2 or lower creates a call task straight away, due in 24 hours.
- Guests whose stay ended more than 60d but less than 75d ago get one come-back message (a six-month cooldown).
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | The thank-you and the come-back message | An SMS provider, or Origamy managed SMS after business verification (KYC). |
What you need to do
Section titled “What you need to do”- 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 Guest relations 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.
- Send the review link to everyone, not only happy guests. Google, Booking.com and Airbnb all discourage filtering who is asked to review, and a call to an unhappy guest is more valuable than hiding the link from them.
- The come-back message works best with something specific: a direct rate, a late check-out or a free breakfast. Keep the offer text short and make sure you can honour it. A direct-booking link also saves the platform commission.
- Guests only reach the feedback form through the link in the message, so ask for their phone number on it (the form does) to match the answer to the right stay. Don’t ask about anything you don’t need.
- If most of your guests are international, add a second email version of the come-back message in your template library, since not every guest has a local number.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
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.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template. It must never use: discount code.