Guide
The Psychology of 5-Star Reviews (and How to Earn Them Without Begging)
Executive Summary
Reviews are the tie-breaker; recency and emotion drive impact.(link)
What Makes Guests Post & Rate Highly
Emotion over features: words like “welcomed,” “felt taken care of.”
Timing: Requests soon after checkout yield more and often better reviews; research on request timing shows reminder timing shifts likelihood/quality.(link)
Effortless path: One tap → Google/Tripadvisor/Agoda review.
The 3-Moment Playbook
First-Day NPS Ping
Catch issues early; fix before it becomes a public 1-star.
Checkout Thank-You + Review Path
Send within 2–24h after checkout for best results.
Next-Week Personal Note
For high NPS guests only; invite a photo or recommendation story.
KPIs to Track
- % of guests receiving a request <24h
- New reviews/month and average rating
- Mentions of staff kindness / local tips (count)
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