If you send follow-up emails, guests can rate their visit from 1 to 5 stars. When someone gives you 3 stars or fewer, NomNom tells you, by email and on your phones, so you can get in touch while the visit is still fresh. Ratings of 4 and 5 don’t alert you: those guests are pointed to your public review pages instead.
Setting up the follow-up email, and what guests see, is covered in Ask guests for a Google or Tripadvisor review.
When the alert comes
- They write you a message. A guest who rates you low is given a box to say what let them down. When they press Send to the manager, you’re alerted straight away, with their words.
- They only leave a rating. NomNom waits at least half an hour in case they change their mind, then alerts you if the rating is still 3 or under. A guest who taps the wrong star and puts it right doesn’t set anything off.
You’re alerted once per booking. If the guest edits their message afterwards, you won’t get a second alert.
The email
It goes to the Sender Email in Email Settings, or your venue’s main email address if that’s empty. The subject gives the rating and your venue’s name, for example 2-star review with a message - The Red Lion. Inside are the stars, the guest’s message if they wrote one, and the booking: guest, when they visited, covers, email, phone and booking reference.
Just hit reply. Your answer goes straight to the guest’s own email address. Guests who wrote a message are told the team will be in touch, so it’s worth replying soon.
The phone notification
Every phone signed in to your venue with the NomNom app gets a notification: Guest feedback when there’s a message, or Low review rating when there isn’t, followed by your venue’s name. It shows the guest’s name, their stars and the start of their message.
A phone whose Reservation notifications are set to Disabled doesn’t get review alerts either. The party-size choices there (such as 4 or more guests) don’t apply to reviews: any other setting gets every review alert.
In the phone app: Settings → Notifications → Reservation notifications. There are no notifications in NomNom Web.
Can I switch the alerts off?
- The email can’t be switched off on its own. The only way to stop it is to switch off Send follow-up email, which stops guests being asked for a rating at all.
- On a phone, set Reservation notifications to Disabled. That also stops new online booking notifications on that phone. Or turn NomNom’s notifications off in the phone’s own settings.
Good to know
- No list of ratings. There isn’t a screen of every rating in NomNom. The alerts are how you hear about the low ones, so keep the emails.
- Ratings are private. They aren’t published anywhere. Only reviews guests choose to leave on Google or Tripadvisor are public.
- No alert on a phone? Check the phone’s own notification settings allow NomNom, then try Fix notifications at the bottom of Settings → Notifications.
- Where to change the Sender Email, and where other emails go: see Every email and text NomNom sends, and who gets it.