Knowledge Base
Client Support
Client Support
Recent Articles
How to: integrate Booking.com reviews
We can capture Booking.com reviews immediately upon setup, but by integrating your Booking.com account you can respond to the reviews directly in platform. Here's what you need to do: 1) Follow this link: ...Sending Data: Key Results API
Sync your guest experience data with your CRM or BI platform, via the HGEM key results API. The API approach enables us to connect your CRM or BI platform with our API, allowing you to call the API to extract the required data to be stored in the ...Sending data: CSV data exports
A data export enables us to periodically assemble your guest experience data into a CSV file and send it to an sftp location for you or your supplier to pick up. What are the benefits? Integrated communications Create a more detailed picture of your ...Survey feature: data integrity
As standard, our surveys come with a range of automated measures designed to prevent fake feedback from reaching your analysis. When designing your survey, we can assess which of these are best suited for your circumstances. What are the benefits? ...Survey feature: custom response templates
To make it easier and faster to respond to customer complaints, we can add a suite of response templates. Our platform can adapt the suggested review templates based on the score of the survey or by topic, saving managers even more time. We will work ...
Popular Articles
About: Types of audit available
Assessments are carried out by mystery guests who have been briefed by us. But there are several different types. Here's how they are handled in The Hub: 1. VISIT ASSESSMENTS. The most common type, and therefore usually the default. A mystery guest ...How to: respond to guest feedback
Respond to your customers directly from The Hub after they’ve left you survey feedback. What are the benefits? Streamline communications Using HGEM’s Hub, a user can view their feedback data and respond to guests within the same inbox rather than ...About: supported review platforms
The following channels are currently available: Google TripAdvisor Facebook OpenTable The Fork (previously Bookatable) DesignMyNight Yelp Booking.com Expedia Travelocity Hotels.com Orbitz DishCult (previously Resdiary) TrustPilot Deliveroo Let us ...How to: integrate Facebook reviews
In order for us to access Facebook results and bring them into The Hub, we need clients to give us content rights for the Facebook page. Here's how to set this up: You may already be using the Meta Business Suite, but we know that many people have ...How to: integrate Google reviews
We can capture Google reviews immediately upon setup. But there are some advantages to arranging a deeper integration. The benefits are: Reviews will come through more regularly (as often as we update The Hub - currently a few times a day but ...