Step 2. Specify sender and subject
Step 5. Set up feedback report
Step 6. Save and activate automated email
Feedback email is an email with a feedback form that is sent to a guest after check-out and helps collect reviews about the stay.
In the Exely extranet, go to "Guest management" > "Guest relations" > "Emails", click "Create an automated email", and select “Feedback email”. The "General settings" tab will be opened. For more details on how to create an automated email, see the article "How to create automated emails in Exely Guest Relations".
Then follow these steps:
Step 1. Make general settings
1. On the "General settings" tab, enter the internal name for the automated email. It is visible only to Exely extranet users. Statistics will be displayed based on the name and email type.
The automated email type is added automatically and cannot be edited.
2. Set delivery settings: when the email will be sent and recipient’s region. The regions specified in guest profiles in Exely PMS or a third-party PMS are taken into account.
3. Select the booking details that will be used to trigger automated emails:
Booking type — first-time or repeat. Only successful (not canceled) bookings are considered.
Point of sale — where the booking came from: Exely Booking Engine, sales channels, Exely PMS, or third-party PMS.
Length of stay — number of nights in the booking: one night or two or more.
Children — whether children are included in the booking.
Payment method — payment methods available to guests when booking.
Room type — room types available to guests when booking.
4. Specify guest details: whether the guest has an account and a loyalty card. The settings are available only if the loyalty program and guest account are enabled for the property.
Step 2. Specify sender and subject
1. On the "Sender and subject" tab, specify the sender, for example, the property or department name. Use variables.
2. Enter the email subject. Use variables.
3. Tick the “Receive” check-box and specify an email address to send copies of emails to the property employees, if required.
4. Check or edit the reply-to email address.
Step 3. Set up survey
On the "Title and comment" tab:
1. In the "Title in the body of the email" section, in the "Title on the feedback form" field, enter a motivating text encouraging the guest to leave a rating.
2. In the "Comment to the rating" section, edit the text if necessary.
3. For guest ratings from 1 to 3 stars, set a follow-up question.
4. For guest ratings from 4 to 5 stars, choose how to handle the review:
send the review directly to the property without publishing;
publish the review on your property website or third-party websites.
5. Add links to websites if the publishing option is selected. Links are shown only to guests who gave a 4–5 rating.
Step 4. Set email layout
In the "Email layout" tab, make settings in the following sections:
Email style
1. Select a background color. To ensure you match your brand’s color exactly, use HEX codes (hexadecimal color codes).
2. Choose a font.
Email content
1. Fill in the main fields:
header;
body text;
additional text.
Use variables if needed so booking data is automatically inserted into the email.
2. Set up the button to go to the survey — enter the button text and select its colour in "Button styles".
Pay attention:
The logo and contact details are added automatically from property settings and cannot be edited.
The "Contact details" and “Button” fields cannot be disabled.
Some fields can be disabled using a switch.
Test email
1. Click the “Send test email” button.
2. Enter an email address and click "Send".
HTML mode
If the standard email settings are not sufficient, you can use HTML mode (HTML stands for Hypertext Markup Language). In this mode, the template is displayed as code that you can edit to create a unique email style.
For more information on working in HTML mode, see the articles:
Pay attention. Changes made in HTML mode cannot be undone. If you edit the code and save it, you will no longer be able to return to the block editor in this automated email.
Step 5. Set up feedback report
On the "Feedback report" tab, set up automatic reporting:
1. Enable report sending — tick the “Send the report by email” check-box.
2. Specify the recipients — enter the employees’ email addresses.
3. Select the delivery time:
each guest response in a separate email;
all guests’ responses in one email: daily, weekly, or monthly.
You can add multiple rules.
Reports are sent during the first hour of the next day after the reporting period ends, according to the property’s local time:
day — 00:00–01:00 of the next day;
week — 00:00–01:00 on Monday of the following week;
month — 00:00–01:00 on the first day of the next month.
A report with responses can be downloaded at any time from the created emails list. To do this, go to the "Emails" section, click "Action" > "Survey report".
Step 6. Save and activate automated email
Save the changes and activate the automated email.
Set up language versions
For details on setting up language versions, refer to the article “How to create emails for international guests in Exely Guest Relations”.
How emails are sent
Emails in Exely Guest Relations are sent to the guest’s email address specified in the profile at the set time after check-out. When working with Exely PMS, the actual check-out time is used. In other cases, the expected check-out date is used.
Emails are sent only after the automated email is activated.
If multiple "Feedback email" automated emails are set and the guest matches all:
The guest will receive both emails if the sending time differs by more than one day.
The guest will receive one email if both are scheduled for the same day.
Survey results
The overall rating based on the first question is displayed in the list of created automated emails. Detailed responses can be viewed:
In the guest profile in the "Guests" section, in the "Guest ratings" section or on the "Emails" tab. If a guest completed the survey multiple times for different bookings, the average rating will be shown.
In the exported Excel report in the "Emails" section > "Action" > "Survey report". For more details on how to download the survey report, see the article "How to work with automated email statistics in Exely Guest Relations".
