What this page is for
Guests who stayed can review their stay. Their reviews show on the listing page and their scores in search results. Here you check reviews that wait, hide unfair ones, and reply publicly.
Who can use it
See guest reviews (by default Admin, Operations, Sales and Front desk). Publishing, hiding and replying need Publish, hide and reply to reviews (by default Admin and Operations).
How to handle reviews
- Open Waiting for a check to see reviews held for a person. The red label says why (contact details, a link, or a blocked word).
- Select Publish to show it, or type a reason and select Hide. Hiding keeps the review; the reason is saved in the change history.
- Write Your public reply under any review and select Publish reply. You can update it later.
Fields and columns
| Item | Meaning |
|---|---|
| Score | Overall score from 1 to 10. Guests can also score cleanliness, accuracy, communication, location, check-in and value. |
| Status | Waiting for a check, Published or Hidden. |
| Label | Why the review was held: contact details, a link or a blocked word. |
| Your public reply | Shows under the review on the website. One reply per review. |
Statuses and automation
- Only guests with a finished stay can review, once per reservation: reviews are verified.
- The invitation email goes out a set number of days after checkout (template "Review invitation"); the link works for the set number of days. Guests can also start a review from their manage-booking page.
- Reviews publish at once unless the setting says otherwise. Reviews with contact details, links or blocked words always wait.
- The listing's score and review count are recalculated on every change and used for sorting by rating.
- Nobody can edit the guest's text.
- With AI agents on, the Review replies agent drafts replies for you to check in the agent inbox.
Settings that change this page
Modules, Guest reviews, Settings: days after checkout for the invitation, how long the link works, publish at once, and blocked words. Message templates: Review invitation.
FAQs
Can I delete a review? No. Hide it with a reason. This keeps a fair record.
Can guests change their review? No. Each stay gives one review.
Do hidden reviews count in the score? No. Only published reviews count.
Troubleshooting
| Problem | What to do |
|---|---|
| A guest says the link does not work | It may have expired or been used. Ask them to open their manage-booking link and select Write a review (while still within the time allowed). |
| No invitations go out | Check the scheduler runs and the stay's checkout date has passed by the set number of days. |