I. A client saying they left a review but its not on your profiles, here's why...

II. Recommendations to handle these situations

III. How to setup campaign tracking for added visibility


I. A client is saying they left a review but its not on your profiles, here's why...

For a review to be published on Hotel Tech Report it must pass at least one of the 4 verification options.   If a client is saying they left a review but it isn't showing up on your profile it is likely due to one of the 5 reasons below:

  1. They didn't actually leave a review 👉 Sometimes a user just wants to appease you so they may say they left a review when put on the spot and asked even if they didn't--it happens every now and then so don't sweat it.

  2. Their review is in the moderation queue 👉 Once a user leaves a review they are sent a verification link. As soon as they click the verification link their review gets added to the moderation queue and will be moderated and published within 72-hours. Make sure you allow enough time for your reviewer to click the verification link and for HTR moderators to approve and publish.

  3. Their review failed verification 👉 If the user failed to meet any of the approved verification options provided then they will be sent a rejection email with one final chance to verify their review (Learn more)

  4. They left a review but opted to be anonymous 👉 When a user leaves a review they can opt to leave it anonymously in which case HTR cannot reveal their identify nor will it appear in the review manager.

  5. They did not complete their review 👉 Every once in a while a user will start leaving a review and then just close their browser and decide not to complete the review form and submit their review. Please understand that in these cases the user has not left the minimum required information and therefore have missing info and have not been completed so not only have they not provided the required information to get published but they also have not submitted and provided verification.

II. Recommendations

  1. Give it time: Just because a review isn't live doesn't mean it wasn't submitted. Make sure to allow up to 48-hours for the user to click the verification link and up to 72-hours for HTR moderators to review and publish meaning from the time a user left their review it can take up to 5 business days for it to appear live on your profiles.

  2. Check your review manager: The review manager contains any and all information that HTR is able to share. Any information not in the review manager cannot be shared by HTR because it could reveal anonymous reviewer identities which we are not able to do under any circumstances.

IMPORTANT: Please note that HTR is not able to share any information about reviewers or users that is not in your Review Manager in the vendor dashboard.

III. How to setup campaign tracking for added visibility

If you are a basic member running campaigns outside of the Review Manager, you can manually setup your own tracking in your off-platform tools (eg. email client, CRM, live chat, marketing automation, etc) to make sure you have full tracking and visibility for your campaigns.

Members can access the Automated Review Manager (premium feature) which is designed to automate all of the manual and time consuming aspects of review collection including campaign setup, tracking, followup and automation providing total visibility into campaigns with detailed event history for each customer.

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