The guest mood was set up by RentalReady to help you monitor the quality of the reservation.
Guest mood workflow
Guest mood status
There are 5 guest mood statuses:
| Mood | Signification |
| Good | The guest mood is good, nothing negative reported |
| Bad | The guest mood is bad, the guest is unhappy |
| Mixed | The guest mood is mixed, mixed signals, no clear trend |
| Improving | The guest mood is improving, the guest was unhappy and things are improving |
| Unknown | The guest mood is unknown, nobody set the mood and no message to calculate it |
Guest mood calculation
The guest mood is calculated based on latest guest messages received in the mailbox, and these four points:
- A complaint or distress, it sets automatically a Bad mood
-
Thanks or praise, it depends on the current status:
- from Bad mood to Improving mood
- from Improving mood to Good mood
- from Good mood, no change in the mood
- A routine question or arrangment, no change in the mood
- Genuinely mixed (clear praise plus a small gripe they're not asking anyone to fix), it sets automatically to Mixed mood
N.B.: After 48 hours, Improving mood becomes automatically Good mood if no interaction or complaint is detected.
Guest mood management
From the main menu, go to Reservation > Guest mood
You can refine your search by using the filters at the top of the page
N.B.: By default, "Bad mood" and "Ongoing reservation only" filters are applied
Guest mood details
Click on details to open the details of the guest mood.
You will see history and the elements that helped setting the guest mood.
Edit guest mood
From the guest mood details pop-up window, you can edit the guest mood status by yourself.
Fill the form:
- select the mood status
- select the reason
- add note if needed
Click on Set mood
N.B.: Once guest mood is manually updated, the automated calculation is stopped.
Actions
From this page, you can also respond to the guest mood to help prevent negative reviews, for example. Here’s what you can do from the Actions column:
- Cancel auto-review
- Hide it
- Open a ticket
- Go to mailbox
- Assign a user
Guest mood display
Guest mood is displayed on RentalReady wherever this information is relevant and necessary: reservation page, mailbox, missions, reviews page etc.
Detailed reservation page
On the guest information section
Check-in dashboard
On the internal comment column
Weekly view
In the Reservation section
Mailbox
On Menu > General > Guests
Agent space
Check-in agents can see the guest mood for their assigned upcoming missions.