You and your guests have 14 days after the rental period to submit a review. The review option is available/viewable via the 'Reviews' tab displayed under global 'Reservations' or under individual bookings. When submitting a review, simply select a 'star' rating for the other party, and add any additional comments regarding the overall experience.
How can I ensure that guests leave a review after their reservation?
Guests aren’t required to leave a review, but you can certainly encourage one by talking about how important feedback (of all kinds) is to your business. Tell them you’re available for any questions they have on the road, and remind them when they return that they’ll be getting an email from you seeking a review. Most important of all, thank them for choosing your rig. Gratitude goes a long way!
How to earn more positive reviews:
- Transparency is a BIG deal. Be really detailed and communicative with guests through the booking, rental and post-rental process. Let them know about any restrictions and penalties that could lead to extra charges so there are no surprises. And don’t hesitate to go the extra mile by providing cheat sheets, video walkthroughs and unexpected amenities.
- Offer tips and recommendations for the region. Guests are often unfamiliar with the area(s) they plan to visit, and they’ll be happy for an extra recommendation or two, especially if it saves them research time. Some hosts even take this a step further by providing guidebooks for nearby areas that guests might want to explore.
- Provide the essentials whenever possible. Think about stocking your RV with all the basics, including kitchenware, cleaning supplies, linens, etc. as part of the rental package. This is the beauty of a private rental—and what guests are looking for when they come to the booking platform. It helps create a positive, hassle-free experience for the guest.
- Extra, extra! Offering extras—either charged as add-ons or included in the rental—can help attract more rentals and upgrade any trip. Do you have a BBQ setup or children’s games that can be included? Bikes and bike racks? Talk to your guest as the reservation gets closer to see if there’s anything you have on hand that’ll make their trip more enjoyable.
- Embrace prep time. We know your time is precious, but doing a thorough prep of your vehicle and creating a checklist prior to your rental departure will help avoid frustrations or delays. You might even discover issues you were unaware of since your last rental. (Prep fees aren’t unheard of, so consider this when creating your listing).
- Don’t forget: Departure and return forms. Go to your dashboard and print these out. You and your guest will review and sign-off on key criteria like vehicle inspections, mileage, equipment and extras so you’re both on the same page.
- ASK! It sounds simple, but taking the time to ask your guest to promptly let you know if anything is less than 5-star during the trip and then messaging them to offer you an honest review after the trip is a winning strategy.
If your guest leaves a review after their trip, you can view and respond to it directly from the 'Reviews' tab under global Reservations tab or the 'Reviews' tab under the specific reservation in question.
Guests have 14 days from the return date to leave a review. You have 14 days from the review’s publication to respond. After this period, the reply button will disappear.
How to Handle Negative Reviews?
Here a few tips on how to handle negative reviews:
- Take a moment to respond: Consider replying thoughtfully to the review.
- Address all points raised: If possible, respond to every concern the reviewer mentioned.
- Stay polite and respectful: Even if the review feels unfair or discourteous, maintain a professional and calm tone.
- Show you’re listening: Acknowledge the reviewer’s concerns and demonstrate that you’ve taken their feedback into account and made improvements where needed.
- Set a positive tone for future guests: While you can’t change the past experience for the reviewer, potential future guests will see that you’ve handled the situation with care and professionalism.
Last but not least: When possible, try to meet the reviewer’s requests. Even if some requests seem beyond what you think should be offered, consider whether the investment in addressing them might improve overall guest satisfaction, leading to better reviews and potential revenue growth.
Review Removal Requests
As a marketplace, we encourage hosts and guests to leave a review of their experience. If you have concerns about a review that has been submitted please reach out to Wheelbase Support. Prior to doing so, please keep the following in mind:
- If the review is not derogatory, defamatory, and does not mention anything derogatory about Outdoorsy, the review will stay on the platform.
- As stated above, we strongly encourage you to exercise your right to respond to a guest's review in an effective manner.
- if the timeline to respond has elapsed, we will work with you to 're-open' if needed.
- If the review does go against Outdoorsy's standards, or may otherwise warrant removal, a support team member will escalate on your behalf.
- this does not guarantee the review will be removed — it will, however, be investigated to determine the right course of action which may include removal or modification.