The First Impressions Topic explained

You only have one chance to make sure your guests have a great stay. Unclear door lock instructions, an out of date wifi code or a poorly made bed do not lead to happy guests or repeat bookings. With First Impressions, you can immediately get ahead of any issues or have peace of mind that your guests are having a great time.

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Table of contents:

• What is the First Impressions Topic?
• How do I include a First Impressions Rating Topic in my guide?
• Collecting email addresses for marketing
• How do I send / communicate this to my guests / users?
• How can I download all the collected responses?

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What is the First Impressions Topic?

It’s a special type of topic that allows you to collect your guests’ first impressions soon after they’ve checked in. This gives you the opportunity to get in front of any issue before it’s too late!

Here’s an example of how it appears in the guest view:

When a guest completes the rating and submits the form an email will be sent to your nominated email address with the details of the submission.

How do I include a First Impressions Rating Topic in my guide?

You add it from Content Hub, it’s one of the choices in the “Add Topic” option found in the 3 dots menu, or in the bar at the bottom, of the Subcategory where you want the topic to appear.

The topic name, description, photo/video, tags and access level are exactly the same as a regular topic.

Enter the email address that you would like the email with details of the submission sent to (note you can add more than one email recipient).

Collecting email addresses for marketing

You can set whether you will use the collected contact details for marketing purposes. If you choose “Yes” then you will need to enter a link to your privacy policy so that we can share this in the topic with an opt-in checkbox. The legal status of using emails and phone numbers for marketing purposes varies widely across the world, be sure you have a suitable data privacy policy in place before collecting contact details for marketing.

When downloading all the responses, you will be able to see if the user has given permission to use their email.

How do I send / communicate this to my guests / users?

Good question! Unless you communicate this properly you’ll get very few people completing the rating. We suggest:

1. Create a standalone automated email or sms that auto-sends the link to complete the rating
2. Send it with your own system/process, or use Memo, our automated communication platform
3. Include the deep link to the relevant topic in your guide (here’s how)
4. Keep the message short, friendly and human (example wording below)
5. Generate a QR code (here’s how) and place it on a card/plaque in your home

Example wording to communicate this effectively to your users / guests

If sending via email:

Hello Jane,

Now that you’ve checked in, we’d love your first impressions. Please click this link and leave us a rating of your first impressions (5 being ‘everything is as we expected it’). We’re committed to ensuring you have the best possible stay so we’d love the opportunity to address any issues. And if everything is as expected, we look forward to receiving a 5-star rating 🙂 

Thank you!

John

If sending via text/sms:

Hello Jane, hope everything is as you expected! Pretty please let us know by leaving a 1-5 rating (5 signals all is fine). Thank you. John

How can I download all the collected responses?

There is an option called "Rating/Email Capture Topic Responses" that allows you to download all responses to your rating topics from the Downloads section of the Guides page. You’ll find filters to choose the topics, guides and time period the download is for.

The download will indicate if permission was given by the user for their details to be used for marketing purposes.