OVERVIEW 

Some vendors have reviews that were submitted where the hotelier either didn't verify the review (click the link in their email), or their review didn't pass verification (ex. they used a personal gmail to leave their review and didn't respond to the followup email asking for further verification).  More info on HTR's verification processes and options here.

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Why did my customer's review get rejected?

If one of your reviews isn't published within 72-hours of being left, it means that it got rejected.  We offer 5 forms of verification and multiple opportunities but if the hotelier fails to complete any of them, the review is rejected by HTR.  Here are the potential verification failure/rejection scenarios.

REJECTION SCENARIO #1: IF THE USER LEFT THEIR REVIEW USING LINKEDIN LOGIN

  • If their current employer on Linkedin doesn't match the hotel they said they work at
  • If this happens...they receive an email saying we weren't able to verify them and include a link to upload a logged in screenshot or a recent invoice to get their review verified

REJECTION SCENARIO #2: IF THE USER CHOSE WORK EMAIL, BUT USED A PERSONAL EMAIL

  • If the user chose to verify their review with a work email, but then used a personal email (eg. gmail, hotmail, etc) then it will get rejected
  • If this happens...they receive an email saying we weren't able to verify them and include a link to upload a logged in screenshot or a recent invoice to get their review verified

REJECTION SCENARIO #3: IF THE USER CHOSE WORK EMAIL, BUT DIDN'T CLICK THE VERIFICATION LINK

  • If the user chose to leave their review and verify their identity with a work email and used a valid hotel domain email then they are sent a verification link after their review is completed
  • If they don't click that link after 72-hours to verify their email address, then their review is rejected
  • If this happens...they receive an additional chance to verify their review via an email from HTR saying we weren't able to verify them and include a link to upload a logged in screenshot or a recent invoice to get their review verified

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How do I get our unverified reviews verified so they get published?

There are two available options to get unverified reviews verified:

  1. Reach out to the reviewer/customer and ask them to submit an alternative verification method via the short hotelier verification form
  2. Fill out the last call review verification form

  

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How can I find out if my company has pending reviews that need further verification in order to get published?

Basic members can reach out to customers to ask if they left a review yet and if it was published to the site.  Premium Members can see their pending reviews in the Premium Inbox tab of the vendor dashboard shown below:

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