A follow-up email goes to your guests a while after their visit. It thanks them and asks them to rate it out of five. Guests who loved it are pointed to Google or Tripadvisor; guests who didn’t can tell you privately, and you hear about it straight away. This article covers the whole thing. For choosing your Google and Tripadvisor links, see Ask guests for a Google or Tripadvisor review.
Switch it on and choose when it goes
1. Open the Follow-up tab. In NomNom Web, open Settings (account menu, top right), choose Email Settings, then click Follow-up at the top. Settings is for admins only.
2. Turn on Send follow-up email. Venues that joined recently have it on already, unless they unticked it at signup.
3. Choose the timing. Under TIMING, click Send and pick from 1 hour after to 1 week after, counted from the booking time. 24 hours after is the default.
4. Check REVIEW LINKS. This is where happy guests are sent. With nowhere to send them, follow-ups only collect private feedback.
In NomNom Web: Settings → Email Settings → Follow-up. In the phone app: menu → Settings → Email Settings → Follow-up.
Who gets one
- Every booking with an email address, booked online or by your team.
- Not cancelled bookings, and not bookings marked as a no-show.
- One per booking. You aren’t copied in.
- Switching it on doesn’t email months of old guests: it only reaches back about three days.
What the email says
The subject is How was your visit to The Red Lion? It thanks the guest by name, then shows your Intro paragraph, five stars, a Share your experience button, your phone number and email address, and your Footer paragraph.
The review page
A star or the button opens your review page. Tapping a star in the email picks that rating, but nothing is saved until the guest presses Submit my rating. Then:
- 4 or 5 stars: So glad you enjoyed it!, with Review on Google and Review on Tripadvisor buttons for the links you have.
- 1 to 3 stars: Sorry we fell short, a box asking what could have been better, and Send to the manager. Once they send it, they’re told the team will be in touch shortly. A small link to your public review page stays underneath.
A guest who pressed the wrong star can tap another and press Update my rating.
When a guest rates you under 4 stars
- If they write a message and press Send to the manager, you’re emailed straight away with their words, the rating and the booking.
- If they only rate, NomNom waits about 30 minutes, in case they change it, then emails you if it’s still under 4.
The email’s subject starts with the rating, such as 2-star review with a message - The Red Lion. It goes to the address under EMAIL SENDER in Email Settings, or your venue’s main email if that’s empty. Just reply to answer the guest. Your team’s phones get a notification too, unless their notifications are switched off: see Getting new-booking notifications on your phone.
Change the wording
In Email Settings, click Email Templates and choose Follow-up. Write your Intro paragraph and Footer paragraph, save, then click Preview email to see it as your guest will. See Customising your confirmation emails.
Send one by hand
In the booking’s Messages, click Send email and choose Post-visit follow-up (Follow-up email in the phone app), once the booking time has passed. See Checking what was sent to a guest: the Messages section.
Good to know
- No list of ratings. There’s no screen of every rating: the alerts are how you hear about the low ones, and ratings of 4 and 5 don’t email you.
- Fair to guests. Unhappy guests still see your public review link. Sending only happy guests to Google is against Google’s rules.