The Reviews page is a central hub for all guest feedback across various booking platforms. It aggregates reviews from Airbnb (including multiple accounts), Booking.com, and internal ‘surveys’ and ‘checkups’. This eliminates the hassle of logging in and out of different accounts, allowing you to manage everything from one place.
On this page, you have the ability to reply to reviews with AI-generated messages, create tasks based on guest feedback, and follow up with guests who haven't left a review yet, either encouraging them to leave a review or persuade them not to if their experience was negative.
AI-powered analysis of reviews highlights any issues mentioned in guest feedback. This tool is effective in managing and potentially preventing negative reviews.
All data will undergo analysis in our Business Intelligence tool, located in the Analytics section.
Reviews Interface
Key Performance Indicators
KPIs provide insight into your team's performance.
KPI shows the current data and the previous, or the status of progress
Hover over each KPI to view its intended purpose.
KPI | Description | Trigger |
New | showing last 30 days new reviews received | New reviews by guests in last 30 days |
Processed | Number of reviews which team has replied to or prevented in the last 30 days | Reply to a review or changing status to “removed” / “prevented” |
Removed/Prevented | Number of negative reviews team was able to remove | Changing the status to “Removed - Refund” or |
Review Rate | Review rate | “Amount of reviews” divided by “Amount of reservations” |
Review Score | Overall score of CS team | Score given by the guest for "communication.” |
Received Reviews
Guest reviews will be displayed here, allowing you to reply to their feedback and monitor the progress. Additionally, by clicking on the guest's name, a chat pop-up will open, enabling direct communication with the guest.
Filters are available to refine your search results, including options like Date Created, Status, Channel, Listing, and Score Range. Using the Score Range filter, you can specifically target negative reviews.
Column | Description | Actions |
Guest | Guest name | Clicking on the guest name will open the chat with guest. |
Status | Team members can indicate the status of a particular review | Status list: |
Notes | Add a note to describe actions or follow up | - |
Listing | Listing nickname | - |
Created | Time of review creation | - |
Channel | Source of review (Airbnb, bookin.com, internal). With Airbnb it well also display the account name. | - |
Score | Overall score provided by guest | Clicking the score will reveal the guest's original review and rating, including both public and private messages. |
Review link | Opens the review in the source channel | Click to open in a new page |
Tags | AI-generated tags identify issues mentioned by guests. Note that these tags will be created even for 5-star reviews if the guest highlights any issues in their feedback. | Hovering over any tag will display an excerpt from the original text. |
Replied | Selecting the "channel" button in this column will open a pop-up containing a pre-generated response based on the review left. You can either use this response as is or modify it before sending. If a reply has been made directly from the source channel, an indicator will be shown; hovering over this indicator will display the reply in a pop-up. | - |
Task | Create tasks following AI-recommended tags. | To create a task, click the “Tasks” button and then press the ‘+’ next to the task you want to create. |
Pending Reviews
Pending Reviews contains all guests who have completed their stay but have not yet left a review.
This feature is designed to proactively encourage guests with excellent experiences to review their stay, and to deter guests who had a negative experience from leaving a review.
The list is arranged based on the urgency of the review status, considering the remaining time in the review window. Most urgent will appear on top.
While some columns in the "Pending Reviews" tab mirror those in the "Received Reviews" tab, let's focus on the unique columns in this section:
Column | Description |
Checkup | Displaying the internal score provided by the “Checkup" form |
Survey | Displaying the internal score provided by the “Survey" form |
OTA Review | The score from the source channel. |
Days Passed | The number of days elapsed since checkout is shown, aiding in determining if the review window has passed. |
#Messages | The total count of messages in guest communication is displayed. A high number of messages may suggest that the guest encountered issues. |
SC reported | Tasks that were created while the guest was staying |
Manual SC Done | Total of tasks completed |