Post-Stay automatically asks the guest for a review after departure or refers them to review portals. The hotel sets how many days after departure the message goes out and from how many stars a rating counts as positive. Post-Stay is under Autopilot › Auto Messages, card “Post-Stay”. In some hotels the “Autopilot” menu does not show “Auto Messages” yet. There, Post-Stay is under Autopilot › Post-stay Messages, and the settings are under Settings › Messaging Automation. The example and the pages below describe “Auto Messages”.
Example: Ask guests for a review two days after departure
Under Autopilot › Auto Messages, open the “Post-Stay” card.
Open the “Settings” tab.
In the “Automation” box, switch on “Activate post-stay message”. The fields for the days and the threshold appear below it.
In the “Post-Stay message: Days after departure (1-30)” field, enter 2.
In the “Threshold for rating (this value or a higher value) (1 - 5)” field, enter 4. A rating with 4 or 5 stars then counts as positive.
On the right of the title bar, select “Save”. It then says “saved” there.
From now on, when a reservation is confirmed, ReGuest creates a post-stay message, scheduled for the day of departure plus 2 days.
The “Post-Stay” card in the “Auto Messages” overview then shows the status “Active”, and the messages created are listed in the “Messages” tab.
The pages in detail
Card “Post-Stay” under “Auto Messages”
The “Auto Messages” overview shows one card per automatic message. The “Post-Stay” card carries the text “Automatic post-stay messages for feedback and reviews” and a status:
“Active”: Post-Stay is switched on and goes to the guests.
“Test mode”: The message goes by e-mail to the author at the hotel instead of to the guest.
“Deactivated”: Post-Stay is enabled for the hotel, but the “Post-Stay message: Days after departure (1-30)” field contains 0.
“Not active”: Post-Stay is not enabled for the hotel. The card is then greyed out and refers you to support.
The card leads to the “Messages”, “Report” and “Settings” tabs.
Tab “Messages”
The tab lists the post-stay messages with the columns “Send automatically”, “Guest”, “Facility/Hotel”, “Reservation” and “Arrival”. A message has the status “prepared”, “sent”, “deactivated” or “read”. The filters “Period”, “Filter by name...” and “Facility/Hotel” narrow the list down to a period, a guest or a property.
“Edit” opens the “Post-Stay for …” page as long as the message is “prepared” or “deactivated”. If it is “sent”, the same button is called “Details”.
“Send now” sets the sending time of the message to now.
“Go to proposal” opens the offer in the guest's request.
“Go to guest” opens the guest's profile in the “Guests Archive”.
Page “Post-Stay for …”
The page shows a single post-stay message. The “Send information” box shows its “Status”, and under “Will be sent on” and “Time” the time of sending; “Send now” sets it to now. Below that are the guest with “Name” and “E-Mail” and their stay with “Arrival” and “Reservation”.
The “Message” box shows the “Author”, “Template”, “Title” and “Content” of the message.
“Change the content for this guest...” copies the content of the template into this message. After that, it can be edited for this guest, and later changes to the template no longer change it.
“Restore original template” discards the customised content after a confirmation prompt. When sending, the content then comes from the template again.
“To template” opens the e-mail templates for Post-Stay. The button only appears for a message that has not yet been sent and has not been customised.
“Change the content for this guest...” and “Restore original template” only appear as long as the message is “prepared” or “deactivated”.
Tab “Report”
The tab shows key figures for the last 7, 30 or 90 days or for a freely chosen period: “Messages”, “Click rate”, “Rating rate” and “Recommendation rate”. “Click rate” is the share of opened messages. “Post-Stay results” opens the analysis of the same name under “Analytics”.
Tab “Settings”
In the “Automation” box, “Activate post-stay message” switches the post-stay messages on or off. When it is switched on, these appear:
“Post-Stay message: Days after departure (1-30)”: this many days after the day of departure, the message goes out.
“Threshold for rating (this value or a higher value) (1 - 5)”: If the guest's rating reaches this value, it counts as positive, otherwise as negative.
“Manually approve post-stay messages”: New messages are created with the status “deactivated” instead of “prepared” and do not go out on their own.
If “Activate post-stay message” is switched off, saving removes all prepared messages that have not yet been sent.
In the “Templates” box, “Edit templates” opens the e-mail templates for Post-Stay, that is, the text the guest receives.
When there are unsaved changes, “Cancel” and “Save” appear on the right of the title bar. “Cancel” discards the change. “Save” saves it and is locked as long as a value is invalid.
Platform template for Post-Stay
Under Settings › Templates, the platform template for Post-Stay sets what the guest sees on the review page.
“Show feedback text field after positive evaluation”: A field for suggestions for improvement also appears after a positive rating. After a negative one, it always appears.
“Skip rating and feedback and immediately display links to rating portals”: The page does not ask for a rating and feedback, but shows the links to the review portals straight away.
“Rating portal 1”, “Rating portal 2” and “Rating portal 3”, each with “Url”: up to three review portals the page links to. Seven review portals are available to choose from.
The guest's review page
When the guest opens the message, they come to the review page. Under “How would you rate your experience with us?”, they give 1 to 5 stars, from “very poor” to “excellent”, and answer “Would you recommend us?” with “Yes, gladly” or “No”. After a negative rating, “Please share your suggestions for improvement with us.” follows. Under “Rate us on” are the links to the review portals of the template.
A comment from the guest creates a notification in the back office.
Prerequisites
‘Post-Stay’ belongs to the Guest Management licence module.
If the module is licensed, access to it is enabled for specific users through their role. The following need their own access in the role: saving the settings and “To template”. Roles are managed by ReGuest support.
Frequently asked questions
When does the post-stay message go out? On the day of departure plus the days from “Post-Stay message: Days after departure (1-30)”.
For which guests does ReGuest create a message? For every confirmed reservation. An older message of the same reservation that has not yet been sent is replaced, and if the reservation is cancelled, the message is removed. ReGuest chooses the template by the guest's language. If there is a template for the property, ReGuest takes that one, otherwise a template without a property.
Why did no post-stay message go out? If there is no template in the guest's language, no message is created; “Edit templates” in the “Settings” tab opens the templates. If “Manually approve post-stay messages” is switched on, the message is created with the status “deactivated” and does not go out on its own. If “Manually approve post-stay messages” is switched off in the “Settings” tab, new messages are created with the status “prepared” again. If the reservation was cancelled, there is no longer a message.
Can an individual guest be excluded? Yes, in the guest file in the “Exceptions” box with “Do not send post-stay messages”.
When does a rating count as positive? When it reaches the value from “Threshold for rating (this value or a higher value) (1 - 5)”.
Does the guest always come to the review page? No. If CustomerAlliance is set up, ReGuest forwards them there when they open the message.
Can the text be changed for an individual guest? Yes, on the “Post-Stay for …” page with “Change the content for this guest...”, as long as the message is “prepared” or “deactivated”.
Why are “Save” and “To template” missing? “Save” only appears after a change, “To template” only for a message that has not yet been sent and has not been customised. Both also need their own access in the role. Roles are managed by ReGuest support.
Why is the “Post-Stay” card greyed out? Post-Stay is not enabled for the hotel. ReGuest support can tell you whether Post-Stay can be set up for the hotel.
Why is the “Autopilot” menu item missing? Only a user whose role contains the access sees it. Roles are managed by ReGuest support, and it can also tell you whether Post-Stay is set up for the hotel.
As of: 2026-10-23.