Authentic feedback from visitors drives value for Stayz
When booking a property on Stayz, guests now have an accurate view of the property based on feedback from past visitors. This change has Stayz seeing a 291% lift in inquiries from visitors who interacted with reviews.
Solution at a glance
Provide a transparent and authentic process for Stayz users who submit and read property reviews.
Use Bazaarvoice Conversations to collect reviews on Stayz properties and allow Bazaarvoice, a third party, to moderate reviews.
Increase inquiries from visitors who interact with reviews and helpful interaction between property owners and customers with review response.
Stayz, the number one holiday rental website in Australia, believes that displaying honest feedback from travelers who have stayed in rentals increases customer confidence, leading to a higher likelihood that consumers will convert. When it looked to revamp its reviews platform on its website, it turned to Bazaarvoice for its commitment to authenticity, its capacity to moderate reviews without Stayz resources and its ability to measure the impact of the program.
“We wanted to provide a transparent review process for our guests,” said Jamie Coser, Product Manager at Stayz. Before, owners were responsible for going in and publishing reviews leading to potential delays in posting and to confusion on what reviews should be published due to lack of guidelines. Now, Bazaarvoice, a third party partner, moderates and publishes the reviews in a timely manner, following clear guidelines that are posted on the Stayz site.
“Our guests now have an accurate view of the property based on feedback from past visitors,” said Jamie Coser, Product Manager at Stayz. “Bazaarvoice allows us to give them this view and measure the impact.”
Authenticity leads to higher conversion
The openness in reviews is working. With the Bazaarvoice platform, Stayz can now track who interacted with the reviews on their site and then submitted an inquiry (a request to book the rental). In less than a year after implementing Bazaarvoice Conversations, Stayz saw a 291% lift in inquiries from visitors who interacted with reviews. In addition, this feedback has been overwhelmingly positive; 96% of all ratings are 4 stars or higher.
Even the few reviews that are not quite as positive are important to Stayz. “Displaying honest feedback, both positive and negative, shows the authenticity of the review content,” said Jamie Coser, Product Manager at Stayz. “The feedback educates potential guests on what type of property they are booking. One might be better for families and gets a negative review from a couple and vice versa.”
With the Bazaarvoice platform, property owners can now respond directly to visitors’ reviews, ensuring that individual reviews do not get lost in the larger marketplace. Owners can interact with former and future customers by responding to reviews, thanking visitors, providing updated, improved information, giving beneficial hints to customers to improve their stay, and driving alternative value to their specific properties. Stayz’ property owners have already proven that they want to listen to their customers. In fact, over 50% of 1-and-2 star reviews have responses from property owners who are proactive and invested in providing the best offerings to customers. The entirety of these discussions are visible to all who visit the Stayz website, demonstrating Stayz’ commitment to having open and honest conversations with their customers even before the initial inquiry takes place. These new transparent pathways of communication have been received well, as demonstrated by the 200% increase in helpfulness votes observed in reviews that have had owner responses.
“The interaction between customers and property owners sets us apart from other rental booking sites,” said Michael Batinic, Trade Marketing Manager at Stayz. “It gives property owners a chance to let customers know they care and are listening, and customers can rest easy knowing that they are staying somewhere whose owners care about the property and their experience staying there.”
After seeing the results to date, Stayz is excited to continue driving reviews across all of their properties, and encouraging more owners to respond and interact with customers whenever the opportunity arises. They hope to continue to increase overall consumer satisfaction and retention as they stay focused on exceeding expectations at all stages of the travel process each and every time consumers plan their vacation through Stayz.Download PDF »