Post-book score is a rating system that measures the quality of your property’s facilities and services after a guest has made a booking. This score is calculated based on the number of guest complaints (especially regarding check-in and facilities), your property’s response time to these complaints, and your overall review ratings.

Properties with a low post-book score will get a display warning on their property page, potentially impacting visibility. Additionally, these properties will receive weekly performance reports via email.

To help your property achieve a high post-book score and enhance guest satisfaction, here are the steps you can take:

  1. Respond to Guest Messages Quickly
  • Aim for a minimum chat response rate of 65% by replying to all guest inquiries through the Chat feature on your Extranet.
  • Respond to chats within 12 hours of the guest’s last message.
  • Always end chats with a closing message, as your response rate is calculated based on the last message sent from your property.
  1. Address guest complaints carefully
  • Ensure your property page displays accurate and up-to-date information (facilities, rooms, policies) to minimize complaints.
  • Review previous guest complaints and make sure they don’t reoccur.
  1. Stay responsive to the tiket.com Customer Care team’s messages
  • Respond to messages and calls from the tiket.com Customer Care team quickly to efficiently resolve guest issues.
  • Ensure your registered phone number and email on the Extranet are accurate and always active so the Customer Care team can easily reach you.

We understand that maintaining consistent performance can be challenging. However, these steps are crucial for ensuring guest satisfaction and maintaining your property’s reputation on tiket.com.

By following these guidelines, you’ll not only improve your property’s post-book score but also provide an unforgettable stay experience for every guest.