In this article, you’ll learn how to set up a Negative Review Workflow in Stampede that automatically reacts to low-star feedback apologising quickly, offering a time-boxed incentive to return, and tracking whether the guest rebooks. We’ll cover choosing the right trigger (e.g. ≤3-star reviews or complaint keywords), building the first apology email, adding smart waits and reply splits, sending a follow-up offer if there’s no response, and measuring recovery success so you can turn unhappy guests into loyal customers.
What Is a Negative Review Workflow?
A Negative Review Workflow is an automated journey triggered when a guest leaves low feedback or a negative review.
It helps you:
- Respond quickly and empathetically
- Offer an incentive to return
- Track recovery success and conversion
Once set up, it runs automatically for every qualifying review - no manual follow-up required.
Common Triggers
- Guest submits a review with 1–3 stars
- Guest selects a negative feedback option in a form
- Guest includes complaint keywords like “cold”, “waited”, “rude”, etc.
💡 Tip: Use rating thresholds or keywords to ensure you only capture genuine negative experiences.
Why Use This Workflow?
Guests who feel heard are far more likely to give you another chance.
This workflow helps you:
- Rebuild trust with unhappy customers
- Offer tailored incentives to rebook
- Identify issues that might need internal attention
Getting Started
Follow these steps to create your Negative Review Workflow.
Step 1 : Navigate to the Workflows Page
- Log in to your Stampede Dashboard
- Go to Marketing → Workflows
- Click ➕ New Workflow
Step 2 : Create Your Workflow
Complete the setup details:
| Setting | Description |
|---|---|
| Name | e.g. Negative Review Recovery Workflow |
| Debounce | How long before a guest can re-enter. Recommended: 6 months |
| Venues | Choose one or multiple venues |
💡 Pro Tip: A longer debounce period prevents repeat recovery messages to the same customer.
Once done, click Create. Your workflow will appear on the dashboard ready to edit.
Designing the Workflow
Now let’s build the sequence in the Workflow Designer.
Step 3 : Add a Trigger
Add a trigger to capture negative feedback:
- Select Review Submitted (or equivalent)
- Condition: Rating ≤ 3 stars
- (Optional) Filter by keywords for specific complaints
💬 Tip: Keep your trigger simple - focus on low review scores first, then expand later.
Step 4 : Add the First Node - Apology Email
Create your first node to send an immediate apology:
Send Email: “We’re sorry - help us make this right”
Include:
- A sincere apology
- Acknowledge their experience
- Optional: link to a feedback form or reply address
💡 Tone Tip: Keep it friendly, brief, and genuine. Avoid defensive wording.
Step 5 : Add a Wait and Response Event
Next, add a Wait Node to allow time for a reply:
- Wait for 3 days (or however long you desire)
Then add an Event Split:
- If Guest Replies → Escalate to a personal follow-up
- If No Reply → Continue to automated reconciliation offer
Step 6 : Create Your Recovery Paths
Path A - Guest Replied (Escalation)
- Create Task: Notify your manager or support team for manual follow-up.
- After resolution, if the guest expresses interest to return → move to voucher offer
Path B — No Reply (Automated Reconciliation)
- Send Email: “We’d love another chance”
- Include a discount offer (e.g. 20% off next booking or £10 off their meal)
- Add a clear CTA: “Book Now”
- Set a voucher expiry window (e.g. 30 days)
- Tag Guest:
Offered Discount
💡 Pro Tip: A limited-time offer encourages quicker re-engagement.
Step 7 : Add a Booking Event
Now, wait for the guest to book again:
- Add Wait for Booking Created (within 4 weeks)
Then create two outcomes:
Positive Path - Guest Rebooked
- Send Email: “Thank you - here’s your discount voucher!”
- Tag as
Recovered / Successful - Complete as end journey, successful
Negative Path - No Booking
- Send Reminder Email: “We’d still love to make it up to you”
- Wait 7 more days → then tag as
Unresponsive - Finish as end journey, unsuccessful
Best Practice Tips
- Timing: Send your first apology within 24 hours of the review.
- Tone: Keep every message friendly and professional - never defensive.
- Offers: Adjust the discount based on your average spend and capacity.
- Tracking: Check your workflow analytics monthly and tweak wait times or messages for better results.
Wrapping Up
Your Negative Review Workflow is now ready to go!
Once activated, it’ll automatically handle unhappy guests - offering apologies, incentives, and the chance to win them back.