Staff Portal SOP

Reviews & Guest Notes

This page explains how to review guest stays, record notes, assess behaviour and submit accurate, consistent guest reviews across all booking platforms.

Check before reviewing Always review cleaner reports, notes and issues before submitting a guest review.
Be fair and factual Reviews must reflect the actual stay, not emotion or assumptions.
Record internally Important guest behaviour must always be recorded in Property Stack.

Review Workflow

Follow this process before submitting any guest review.

Step 1

Check Cleaner Report

  • Review the cleaner’s report for damage, mess or issues.
  • Check if extra cleaning was required.
  • Confirm linen usage matches booking.
Step 2

Check Property Stack Notes

  • Review any tasks linked to the booking.
  • Check for complaints, issues or incidents.
  • Confirm how the stay was managed.
Step 3

Assess Guest Behaviour

  • Were house rules followed?
  • Was communication respectful?
  • Was the property left in reasonable condition?
Step 4

Write Review

  • Keep it short, factual and clear.
  • Highlight positives where applicable.
  • Note concerns carefully if required.
Step 5

Record Internal Notes

  • Add internal notes for future bookings.
  • Flag difficult guests clearly.
  • Record damage or issues for reference.
Step 6

Escalate if Needed

  • Escalate serious behaviour or damage.
  • Flag repeat risk guests.
  • Link notes to Property Stack tasks.

Guest Types

Great Guests

Respectful, clean, easy communication and no issues. Leave a positive review.

Standard Guests

No major issues but nothing notable. Keep review neutral and simple.

Difficult Guests

Complaints, rule bending or excessive communication. Record internally and review carefully.

Problem Guests

Damage, rule breaches, aggression or disputes. Escalate and record clearly.

Unknown Risk

Limited interaction or unclear behaviour. Record neutral notes internally.

Repeat Guests

Check previous notes before reviewing or accepting future bookings.

Review Non-Negotiables

  • Do not submit reviews without checking reports and notes.
  • Do not exaggerate or speculate.
  • Do not copy the guest’s emotional language.
  • Record all important issues internally.
  • Escalate serious behaviour before reviewing.
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