Reply to and control guest reviews
Read all your organisation's reviews, write a reply, and decide which reviews are shown publicly.
The Reviews page collects all reviews across your organisation's listings, newest first. A stats strip shows the average star rating, total reviews, how many have been replied to, and how many are still awaiting a reply. You can write one reply to each review and decide whether it is shown publicly.
Steps
- Open Reviews in the operator menu.
- Read the reviews. Each row shows the guest name, listing, overall stars, and a Public or Hidden status.
- Press Write a reply, write your reply, then press Post. Empty replies are not accepted.
- Use Show publicly to show that review on the public listing page.
- Use Hide from public to withdraw the review from the public page. The review still stays on this page for your records.
When reviews appear
A review only exists after a guest has finished their stay and left a rating. If there are no reviews yet, the page shows an empty state rather than a confusing blank list.
What it does not do
- A review can receive only one reply. Once a reply is sent, the reply form does not appear again on this screen.
- You cannot edit or delete what a guest wrote. Your only control is whether it is shown publicly.
- There are no filters or search on this page. All the organisation's reviews are shown in one list.
- There is no way to report or appeal to the platform against a review you feel is unfair.
- Users with the staff role get no access to this page at all. Ask the owner or manager for access.
- Reviews here are reviews within this system only, not reviews from Airbnb, Booking or Agoda.