Reviews

Reviews are a tab of Campaigns & reviews, under Guests & marketing. They show what guests said after their visit. Unhappy answers also reach you by email, and nobody else sees them.

Turn on review requests

In "Review requests", switch on "Ask guests for a review after their visit" and set "Send after (minutes)". Only guests who left a contact and have not said stop are asked, once per visit, and every request carries a stop link.

Read the results

The tiles at the top show the "Average rating", the "Last 30 days" against all time, the number of reviews and the "Response rate", meaning how many requests were answered. "By week" shows the trend and "Ratings" shows how the stars spread. Below, each review says whether it came "After an order" or "After a booking". Filter by a star rating, or press "Unhappy (3 or less)", which is the one to act on.

Reply to a guest

Press "Reply" on a review, or "Reply and put it right" on a low rating. In "Reply to the guest", write "Your reply". You can attach a coupon under "Coupon to put it right"; its code is written into the message. Press "Send reply". The reply goes privately to the guest and is never shown publicly. Each reply is marked Delivered or Not delivered.

Public review sites

Under "Public review sites", add your "Google place ID", your "TripAdvisor page" and your "TheFork page". Every guest who answers is offered these links, whatever their rating, because Google does not allow asking only happy guests.

A guest whose latest review is two stars or fewer also gets the "Unhappy" tag on their profile, which you can use in campaigns.