The review feature allows you to collect feedback from guests after their stay. You decide which aspects guests can rate and can automatically send them an invitation to leave a review.
You can view and respond to received reviews in our booking system. Reviews can also be displayed in the booking engine.
Set up review aspects
Before inviting guests to leave a review, choose which aspects of their stay they can rate.
Enable or disable the desired review aspects.
Update the review aspects when necessary, for example if certain aspects are only relevant during a specific season.
Set up a review invitation
The review invitation is available as a standard email message. Via Settings > Email > Automatic emails, you can configure when the invitation is sent automatically and which bookings it applies to.
For more information about configuring the sending time and other conditions, see the article Automated email messages.
Want to change the content of the review invitation? Go to Settings > Email > Email messages and edit the relevant email message.
How does a guest submit a review?
A guest can submit a review for their stay once via the review invitation.
The following applies:
The guest provides an overall rating.
The guest also rates the individual review aspects you have configured.
The overall rating is provided separately by the guest and is not calculated based on the individual review aspect scores.
Once the review has been submitted, the guest cannot submit it again or make changes afterwards.
View and respond to reviews
Go to Reports > Administrative reports > Reviews to view all received reviews. You can filter the overview by criteria such as date and accommodation.
Click View next to a review to see the full review, guest details and ratings. From here, you can also add a response, send it to the guest and choose whether the response should be displayed publicly. Once you have sent a response, a speech bubble will appear next to the review in the overview.
You can also take a review offline by clicking Unpublish. The review will then no longer be visible on the website or in the booking engine.
Reviews in the booking engine
Received reviews can be displayed in the booking engine. Potential guests can see:
the average review score for the accommodation;
submitted reviews on the accommodation detail page.
This gives potential guests more insight into the experiences of previous guests while making a booking.
