Choose a meaningful moment
Ask after the experience has finished, when the guest has enough context to comment. Confirm which participant or booker receives the message. A cancelled booking should not receive the same invitation as a completed tour, and a group should not be contacted repeatedly by overlapping workflows.
Use neutral wording
Thank the guest for joining and invite an honest account of the experience. Keep the destination link clear. Do not require a positive rating, offer a reward for a favourable review or send public review invitations only to guests who first give positive private feedback. Google Maps’ contribution policy addresses fake and incentivised engagement.
Keep help available
Provide a way to contact the team about an unresolved issue, without making that a barrier to leaving a public review. Feedback and service recovery can happen together. Avoid sharing booking details or sensitive information when responding publicly.
Review the workflow itself
Check invitation timing, duplicate sends, broken links and any opt-out route your channel requires. Read the feedback for operational themes. The purpose is to learn from genuine guests and make their experience visible, not to pressure them into a particular score.
A concrete example
A completed-tour guest receives one short message thanking them and linking to the review destination. A cancelled booking is excluded. An unhappy guest can still leave honest public feedback.
Put it to work this week
Check the trigger, wording and destination of your current review request from the guest’s phone journey.