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 logging into various different platforms.

Rapid guest recovery

Things go wrong. It happens. But when a guest feels they have been listened to, and they receive a fast, effective response, then there’s a good chance of turning them into an advocate.

Process 

- View guest feedback in the inbox

- Select the 'Guest Communications' tab - you will not be able to select this tab if the guest has not consented to be contacted

- Enter message details

- Select 'Next'

- Send Message

- The email will be sent from the email address of the logged-in user 

- You are also able to send your customers a gift card, if you have integrated your HGEM account with Toggle - see here for more information. 

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