The rating dropped over communication, not the property
For managers of multiple properties who've already lost a rating over an instruction that didn't arrive or a reply that came too late.
An instruction that didn't arrive, a guest lost on arrival, a reply that took too long — the bad review was about the experience, not the walls. And it stays public forever.
Quick chat on WhatsApp. No commitment.
"Flawless communication — we arrived knowing everything. The code reached our phones before we even boarded."
Illustrative example
Airbnb
Booking.com
WhatsAppWhen communication fails, the rating records it:
"Confusing check-in, I couldn't find the property"
The instruction didn't arrive before arrival. The guest stood on the sidewalk for 20 minutes, walked in annoyed — and left that sentence in the review.
"Slow to respond"
A question at 2 PM, answered at 7 PM. The property was spotless. The rating was three stars for "slow support" — and that record stays on the listing indefinitely.
"I left not knowing how to check out"
No one mentioned the time, where to leave the key, what to do with the trash. The guest improvised and left feeling the operation was careless.
The flawless stay that never became a review
The guest stayed five days, loved the property, had no complaints. You didn't ask for a review, they forgot — no positive rating to balance the others.
The review starts before the guest arrives
Friction-free arrival
When the guest gets the address, the access details, and the code at the right moment, they walk into the property without stress. First impressions count — and they tend to show up in the review.
A stay with well-timed communication
Checkout guidance, useful reminders, fast replies: every well-handled touchpoint lowers the chance of the guest building up a complaint.
Review request at the right moment
Right after checkout, while the experience is still fresh, the guest gets the invitation to review. A stay that was good tends to become the review it deserves.
A bad review stays. Communication that works, prevents it.
The low rating published today shows up for every traveler who searches your property over the coming months. The cause — an instruction that didn't arrive, a lost guest, a slow reply — disappears the next day. The public record doesn't.
The communication that prevents it is in your control — You define the content of every message during the stay. Nothing goes out without your approval. What's configured is what the guest receives.
Always in sync with your PMS — The booking changes in Stays or Hospedin, and the journey communication follows. The guest isn't left without guidance because the date changed.
The review request goes out at the right time — Right after checkout, not days later when the guest has already forgotten. The timing matters as much as the invitation.
InnSync has become essential to our growth.
— Quarter, Goiânia
Ready to stop losing ratings over communication?
We'll show you how the journey communication works in your operation.
Quick chat on WhatsApp. No commitment.
Three steps to the first fully communicated stay
We connect to your PMS
InnSync links to Stays or Hospedin. Bookings come in automatically.
We set it up with you
You define the messages for each point in the journey — welcome, instructions, checkout, review request — once.
Your operation runs
Every guest gets the right communication, at the right moment, from the start to the end of the stay.
Frequently asked questions
Related features
Stop losing ratings over communication
Set up the stay journey and the review request once. The stays that were good tend to become the reviews they deserve.