6 properties that capture feedback before checkout.
What data from 6 top-performing properties reveals about stopping negative reviews before they go public.
Boosting hotel ratings with Smart Review
Guests check reviews before they book. One bad comment can stick around and scare off future travelers, even if most of your guests are happy.
Smart Review flips that script. Before checkout, guests get a quick “How was your stay?” message. Happy guests are nudged to leave a review on Google or OTAs, while less-satisfied guests are given a chance to share feedback privately.
We pulled data from six properties that are using Smart Review.
We reviewed six properties between Jan 1 – Apr 30, 2025, with key metrics:
Avg. Rating – Guest rating out of 5 during the period.
Coverage % – Share of guests who submitted a rating.
Total Ratings – Number of responses received.
Ratings/Month – Average ratings per month.
Smart Review - How it works
Standard flow that most properties find successful:
- Pre-checkout message – Guests get a text the day before checkout asking how they’d rate their stay (1–5).
- Happy guests go public – Those who give a top score receive a direct link to Google, TripAdvisor, or other review sites. The convenience drives more completed reviews.
- Unhappy guests get recovered – Lower scores trigger a follow-up asking why, giving staff the chance to fix it before the guest leaves a negative review online.
Spotlight example with Valley Forge Inn
Valley Forge Inn, a 170-unit property on Innroad, carried the weight of negative reviews. With more than 1,600 Google reviews and 1,100 Tripadvisor reviews, their reputation had a direct impact on visibility and bookings.
After adopting Smart Review, the property saw a surge in positive testimonials and a dramatic improvement in its online reputation.
"Guests easily share feedback, and we’ve seen a huge lift in positive reviews, which led to an increase in leads and conversions." – Brian Hansen, President at Hansen & Dale Resorts
Properties that are ranked on TripAdvisor
If a property consistently collects recent 4–5 star reviews, it has a strong chance of being ranked #1 or near the top in its area on TripAdvisor.
- Valley Forge Inn ranked #5 of 100 hotels in Pigeon Forge
- The Inn on Fall River ranks #1 inns in Estes Park
- La Posada Hotel ranks #1 hotels in Winslow
What to do about negative guest reviews aside from Akia’s Smart Review.
- Show you care – Travelers notice when management replies thoughtfully.
- Spot patterns – Track guest feedback and review tasks that are created to prevent repeat issues.
- Remember – Smart Review helps, but great stays start with great service.
Time is one the greatest asset and one of the things that [Akia] has helped us out as a property tremendously.
Stephanie P.
Digital Marketer
Time is one the greatest asset and one of the things that [Akia] has helped us out as a property tremendously.
Ethan Fishbane
Director of The Front Office, Prince Waikiki
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