7 steps

Reviews Management

See every rating and comment guests leave after their stay or housekeeping service, filter and sort them, and use the feedback to lift your ratings and win repeat bookings.

Open the Reviews Page

Click Reviews in the left sidebar. At the top, two summary cards give you the headline numbers: - Average Rating — your overall score out of 5 - Total Reviews — how many ratings you have received Below that is the Client Reviews list, with a row for every piece of feedback. Each row shows the star rating, the source, the unit, the guest, the booking ID, the booking dates, and the guest's written feedback. This page is your single window into how guests feel about every stay.

Understand the Two Review Sources

Each review carries a colored Source badge so you know where it came from: - Booking (blue badge) — left by a guest about their overall stay - Housekeeping (purple badge) — left about the cleanliness and service of their room Knowing the source helps you act: - Low Booking reviews point to the experience as a whole — pricing, comfort, front desk - Low Housekeeping reviews point to your cleaning team and room readiness Reading them together gives a complete picture of where guests are delighted and where you can improve.

Filter Reviews to Find What Matters

Above the list are dropdown filters so you can zero in on specific feedback: - Group (property) — show reviews for one property or All Groups - Unit — narrow to a single unit (the list updates to the chosen property's units) - Source — show All Sources, Booking Reviews, or Housekeeping Reviews When you change the Group, the Unit filter resets so you do not accidentally mix properties. The summary cards at the top recalculate to match your filters, so you can instantly see, for example, the average rating of just one apartment or one property.

Sort to Spot Trends Fast

Use the sort dropdown on the right of the filter bar to order the list: - Newest First — see the most recent feedback at the top (great for daily check-ins) - Oldest First — review history from the beginning - Rating: High to Low — celebrate and learn from your happiest guests - Rating: Low to High — surface your unhappiest guests so you can fix issues fast A quick habit: each morning, sort by Low to High and scan the bottom-rated reviews first. Addressing a problem within a day or two can turn an upset guest into a returning one.

Read Feedback and Open the Booking

Each row shows the guest's full written feedback and the date it was submitted, alongside their name and phone number. To dig deeper, click anywhere on a review row (or click the orange Booking ID): the booking details panel slides open on the side. From there you can see the full reservation — the unit, dates, amount paid, and the guest's contact details. This link between a review and its booking is powerful: when a guest complains, you instantly have everything you need to understand their stay and reach out to make it right.

Respond to Guests and Win Them Back

Reviews are most valuable when you act on them. Because each review is tied to a guest's contact, you can follow up directly: 1. Open the booking from the review to see the guest's phone number 2. Reach out personally over WhatsApp to thank a happy guest or apologise and offer a fix to an unhappy one 3. Offer a Coupon code as a goodwill gesture, or invite them to your Loyalty program A quick, sincere reply often turns a one-star moment into a loyal, repeat guest — and prevents a bad public review elsewhere.

Turn Great Reviews into Marketing

Do not let five-star feedback sit idle. Use the list to find your best reviews (sort by Rating: High to Low) and put them to work: - Quote a glowing review in a WhatsApp campaign or on social media - Use happy guests' words on your booking website and marketing pages - Track your Average Rating over time — a rising score is proof your improvements are working Load more reviews with the Load More button at the bottom as your list grows. Reviewing this page weekly keeps your reputation strong and your marketing full of authentic, persuasive proof.