Guest Reviews & Feedback
Build trust and improve your services with automated review collection, moderation, and public display. Turn guest feedback into your competitive advantage.
Overview
Reviews are essential for building credibility and trust with potential guests. Our review system automates the entire lifecycle—from requesting feedback after experiences to moderating submissions and displaying them on your booking pages. Authentic reviews increase conversion rates and provide valuable insights for service improvement.
Automated Requests
Send review requests via email or SMS after each completed booking
Smart Moderation
Review, approve, and respond to feedback before it goes live
Public Display
Showcase verified reviews on booking pages to build social proof
Social Proof Drives Conversions
Properties that display reviews see up to 270% higher conversion rates. Guests trust authentic feedback from other travelers, making reviews one of your most powerful marketing tools.
Review Request Flow
Reviews are automatically requested after guests complete their experience. Here's how the entire process works from booking completion to published review.
Booking Completed
After a guest completes their experience, the system automatically queues a review request based on your configured delay (default: 24 hours after completion).
Request Sent
The review request is sent via your chosen channel(s):
Each request includes a unique token that's valid for 14-30 days (configurable).
Guest Opens Link
When the guest clicks the review link, the system tracks the open and displays a simple review form pre-filled with their booking details.
Review Submitted
Guest provides:
- • Rating: 1-5 stars (required)
- • Title: Short summary (optional)
- • Content: Detailed feedback (optional)
- • Privacy: Option to post anonymously
Moderation (Optional)
Based on your settings, reviews either auto-publish immediately or enter a pending queue for manual approval. You can approve, hide, flag, or reject submissions.
Published & Displayed
Approved reviews appear on your booking pages, experience detail pages, and can be embedded on your website. Guests and the public can see verified, authentic feedback.
Smart Timing Optimization
The default 24-hour delay gives guests time to reflect on their experience while it's still fresh. You can adjust this from 1 hour to 7 days based on your experience type. For example, spa treatments might request reviews the next day, while multi-day tours could wait 2-3 days.
Configuring Review Settings
Navigate to Dashboard → Settings → Reviews to configure your review collection preferences at the organization or property level.
Request Settings
- Enabled/Disabled: Turn review requests on or off globally
- Delay Hours: When to send after booking completion (1-168 hours)
- Channels: Email, SMS, or both
- Reminder: Send follow-up if no response (after 48-336 hours)
- Expiration: Link validity period (7-90 days)
Moderation Settings
- Auto-Publish: Reviews go live immediately without approval
- Require Moderation: All reviews must be manually approved
- Min Rating for Public: Only show reviews above X stars (0-5)
- Allow Anonymous: Let guests hide their name
- Publicly Visible: Display reviews on booking pages
Notification Settings
- Notify on New Review: Alert admins when reviews are submitted
- Notify on Low Rating: Special alerts for 1-2 star reviews
Guest Privacy
- Guests can opt out of review requests entirely
- Separate opt-out for SMS vs email
- All reviews include verified purchase badge
Managing Reviews
Access your review management dashboard at Dashboard → Reviews to moderate submissions, view analytics, and manage all guest feedback.
Filter & Search
Filter by status, rating, property, experience, or date range. Search by guest name, email, or review content.
Moderate
Approve, hide, flag, or remove reviews. Add internal moderation notes for your team.
Respond
Add public responses to reviews. Show appreciation for positive feedback and address concerns professionally.
Analytics
Track average ratings, rating distribution, response rates, and trends over time.
Review Status Workflow
Handle Low Ratings Promptly
When you receive a 1-2 star review, respond within 24 hours. Acknowledge the guest's concerns, apologize for shortcomings, and explain how you're addressing the issue. A thoughtful response to negative feedback can actually increase trustmore than having only 5-star reviews.
Responding to Feedback
Public responses to reviews demonstrate that you value guest feedback and actively engage with your community. Here's how to craft effective responses.
Responding to Positive Reviews (4-5 Stars)
- ✓Thank them personally: Use their name and reference specific details from their review
- ✓Reinforce positives: Highlight what they enjoyed (e.g., "We're thrilled you loved the sunset tour!")
- ✓Invite them back: Mention other experiences or seasonal offerings
- ✓Keep it brief: 2-3 sentences is perfect
"Thank you so much, Sarah! We're delighted you enjoyed the kayaking tour and our guide Miguel. Your photos were stunning! We hope to welcome you back for our new sunset paddle experience this summer."
Responding to Critical Reviews (1-3 Stars)
- !Acknowledge & apologize: Show empathy for their experience
- !Take responsibility: Don't make excuses or blame external factors
- !Explain action: Share what you're doing to prevent this issue
- !Move offline: Invite them to contact you directly for resolution
- !Stay professional: Never argue or get defensive, even if criticism seems unfair
"We sincerely apologize for the wait time you experienced, John. This doesn't meet our standards, and we've adjusted our scheduling to prevent this. I'd appreciate the opportunity to make this right—please contact me at manager@property.com. We'd love to welcome you back with a complimentary experience."
Response Templates Save Time
Create response templates for common scenarios (excellent service, minor issues, major problems) and personalize them for each review. This ensures consistency while saving time on repetitive responses.
Displaying Reviews
Published reviews automatically appear on your booking pages and experience detail pages within the widget. You control visibility and display preferences through your settings.
Where Reviews Appear
- Experience Pages: Reviews specific to each experience show on its booking page
- Property Overview: Aggregate rating and recent reviews on your main booking widget
- Search Results: Average rating displays in experience listings
- Booking Confirmation: Ratings and review snippets build confidence
Display Features
- Star Ratings: Visual 5-star display with aggregate average
- Verified Badge: "Verified Purchase" indicator for authenticity
- Rating Distribution: Bar chart showing breakdown by stars
- Sort & Filter: Guests can sort by rating, date, or helpfulness
- Helpful Count: Guests can mark reviews as helpful
Review Display Example
Amazing sunset kayaking experience!
Our family had an incredible time on the sunset kayak tour. Guide Miguel was fantastic— very knowledgeable about the local wildlife and made everyone feel safe. The views were breathtaking and we even saw dolphins! Highly recommend.
Thank you so much, Sarah! We're delighted you and your family enjoyed the tour. Miguel will be thrilled to hear this! We hope to see you again soon for another adventure.
Review Analytics & Insights
Track key metrics and trends to understand guest satisfaction and identify areas for improvement. Access analytics at Dashboard → Reviews → Analytics.
Average Rating
Across 247 reviews
Response Rate
Reviews with owner response
30-Day Trend
Rating improvement
Completion Rate
Requests that become reviews
Key Metrics to Track
Rating Distribution
Understand the spread of your ratings to identify patterns
Request Performance
- Total Requests Sent:368
- Opened:294 (80%)
- Completed:247 (67%)
- Expired:96 (26%)
- Opted Out:7 (2%)
Handling Reports & Flagged Reviews
Guests and the public can report reviews they believe are inappropriate, spam, or fake. You'll receive notifications and can investigate flagged content.
Report Reasons
- Inappropriate: Contains offensive language or personal attacks
- Spam: Promotional content or unrelated messages
- Fake: Suspected fraudulent or competitor review
- Offensive: Discriminatory or hateful content
Investigation Process
- 1.Review the flagged content and reporter's reason
- 2.Check if review violates your community guidelines
- 3.Verify the booking exists and guest is legitimate
- 4.Take action: dismiss report, hide review, or remove permanently
- 5.Document your decision for future reference
Transparency Is Key
Only remove reviews that genuinely violate policies. Hiding negative but legitimate feedback damages trust. Instead, respond professionally to critical reviews and use them as opportunities to demonstrate your commitment to service improvement.
Best Practices
Maximize Review Collection
- Optimize timing: Send requests 24-48 hours after completion when experience is fresh
- Multi-channel approach: Use both email and SMS for higher response rates
- Send reminders: Follow up after 3-5 days if no response
- Make it easy: Simple 1-click access, minimal form fields
- Incentivize thoughtfully: Never offer rewards for positive reviews, but thank all reviewers
Build Trust & Credibility
- Display all ratings: Don't hide negative reviews—address them publicly
- Respond consistently: Reply to at least 80% of reviews within 48 hours
- Show verified badge: Highlight that reviews are from actual guests
- Feature recent reviews: Show newest reviews first to demonstrate ongoing quality
- Share across channels: Promote great reviews on social media (with permission)
Use Feedback for Improvement
- Track recurring themes: Identify common complaints or praise
- Share with team: Use reviews in staff training and recognition
- Monitor trends: Watch for rating changes after operational adjustments
- Close the loop: Contact low-rating guests privately to resolve issues
Reputation Management
- Set up alerts: Get notified immediately of low ratings
- Maintain 4+ average: Aim for 4.5+ stars to maximize bookings
- Volume matters: More reviews build credibility (target 20+ per experience)
- Audit regularly: Review flagged content and ensure policy compliance
Manual Review Requests
While most review requests are sent automatically, you can also manually request reviews for specific bookings that may have been missed or opted out.
How to Send Manual Requests
- 1.Navigate to Dashboard → Bookings
- 2.Find the completed booking you want to request a review for
- 3.Click the booking to open details, then select "Request Review"
- 4.Choose channel (Email, SMS, or Both) and confirm
- 5.Request is sent immediately and tracked in your review requests dashboard
When to Use Manual Requests
Manual requests are useful for VIP guests, high-value bookings, or situations where automated requests failed. Avoid over-requesting—one request per booking plus one reminder is sufficient.
Related Documentation
Booking Management
Learn how bookings trigger review requests automatically
Experiences
Create experiences that guests will want to review
Email Settings
Configure email templates and delivery settings
Analytics
Track review performance and guest satisfaction metrics
Ready to Build Social Proof?
Enable review requests today and start collecting authentic guest feedback. Reviews are one of the most powerful tools for increasing bookings and improving your service.
Configure Review Settings