Feedback Surveys: Collect Guest Reviews After Checkout

Feedback Surveys: Collect Guest Reviews After Checkout

Overview

The Feedback Survey feature lets you automatically send a short satisfaction survey to guests after they check out of your campground. Based on their rating, satisfied guests are prompted to share their experience on external review platforms like Google, Yelp, TripAdvisor, and more — helping you build your online reputation on autopilot.

Setting Up Your Survey

To get started, navigate to My Campgrounds → [Your Campground] → Feedback Survey in your owner portal.
  1. Click Enable Feedback Surveys. This will:
  2. Activate surveys for your campground
  3. Create 5 default questions covering key areas of the guest experience
  4. Set up links to review platforms (with RoverPass enabled by default)
Once enabled, a full configuration panel appears where you can customize everything.

Configuring Your Survey

Survey Settings
Enable/Disable — Turn your survey on or off at any time without losing your settings.
Send Timing — Choose whether the survey email goes out immediately after checkout or a set number of days later.
Satisfaction Threshold — Set a score (1–5) that determines which guests are shown external review platform links. Guests who rate at or above this score will be encouraged to leave a public review; guests below it will receive a simple thank-you message.

Questions

Your survey includes 5 default questions across these categories, each rated on a 1–5 star scale:
Category
Default Question
Cleanliness
How would you rate the cleanliness of our facilities?
Amenities
How satisfied were you with our amenities?
Staff
How would you rate the friendliness and helpfulness of our staff?
Value
How would you rate the value for money of your stay?
Overall Experience
Overall, how satisfied were you with your stay?

Add links to the external review platforms where you’d like happy guests to leave reviews. Supported platforms include:
  1. RoverPass
  2. Google
  3. Yelp
  4. TripAdvisor
  5. Facebook
  6. Campendium
  7. AllStays
  8. Good Sam
  9. The Dyrt
  10. RV Park Reviews
  11. Campground Views
  12. Custom (Other)
For each platform, toggle it on and paste in your profile URL. Only platforms that are enabled and have a URL configured will appear to guests.

How Guests Experience the Survey

  1. After checkout, your guest receives an email — “How was your stay at [Your Campground]?” — personalized with their first name and a single call-to-action link.
  2. The guest clicks the link and is taken to a private, token-based survey page (no login required).
  3. They rate each enabled question using a 1–5 star scale and submit.
  4. If their average score meets or exceeds your satisfaction threshold, they see a thank-you page with buttons to leave a review on the platforms you’ve configured.
  5. If their score is below the threshold, they receive a simple thank-you message with no external review prompts.
Each survey link is single-use — guests cannot resubmit once they’ve completed it.

Tracking Performance

Your Feedback Survey dashboard shows:
  1. Total Responses — How many guests have submitted a survey
  2. Average Score — Your overall rating out of 5
  3. Review Click Rate — The percentage of guests (who were shown review links) that clicked through to a platform
  4. Category Breakdown — Individual scores for each question category, color-coded for quick reference (green = 4+, yellow = 3+, red = below 3)
You can also browse a table of individual submitted responses.

When does the survey email get sent?
Immediately after a reservation is marked as checked out, unless you’ve configured a delay (e.g., “3 days after checkout”). The email is sent automatically — no manual action needed.

Can I preview what the survey looks like before it goes live?
Yes. Use the Preview button on your survey configuration page to see exactly what guests will see, including both the survey form and the thank-you page.

What if a guest doesn’t fill out the survey?
Nothing happens. There are no follow-up emails sent. Each guest receives one survey invitation only.

Can I change the questions?
You can enable or disable any of the 5 default questions. Custom question text is not currently supported — the default wording is used for all enabled questions.

Will all guests be prompted to leave a public review?
No. Only guests whose average rating meets or exceeds your configured satisfaction threshold will see external review platform links. This helps ensure that guests who had a below-average experience are not directed to post publicly.

What happens if I disable the survey temporarily?
The survey is paused and no new emails will be sent. Your configuration, questions, and collected responses are all preserved. Re-enabling it resumes delivery for future checkouts.

Do guests need a RoverPass account to fill out the survey?
No. The survey link is token-based and works for any guest without requiring them to log in or create an account.

Can I use this for multiple campgrounds?
Yes. Surveys are configured per campground. Each property has its own survey settings, questions, and review links.


    • Related Articles

    • Removing Negative Reviews on RoverPass

      RoverPass strives for transparency between campers and park owners. Keep reading to learn how to handle negative reviews! At RoverPass, we understand that campground owners value their reputation and want to maintain a positive image. Receiving a ...

    • Checkout Process

      When you are ready to checkout your guest, you can process payment via credit card, cash, or check. Processing the sale via Cash: Step 1: After clicking the 'Checkout' button at the bottom of the Shopping Cart, the 'Payment' screen will appear Step ...

    • How To Use Custom Fields in your Checkout

      How to Add Custom Fields: Step 1: Login through the RoverPass Owner Portal Sign In Page Step 2: Select the 'Reservation Setup' tab on the left hand side Step 3: Then click on 'Custom Fields' tab on the left hand side Step 4: Click on the '+ Add a New ...

    • Collect Payment at a Later Date

      The 'Pay Later' feature allows you to enter your guest's reservation information (camper details, dates, site type) and then send the invoice to your guest via email and complimentary text message. This invoice allows your guests to complete payment ...

    • Responding to Reviews

      If you need to thank someone for leaving a review, or would like to offer your side of the story, you can respond to the reviews on your listing Step 1: Login through the Owner Sign In Page Step 2: Click on your Campground’s name that you wish to ...