Guests who stayed can review their stay on your shop, and your team decides which reviews the shop shows. For example, a couple back from three nights at Hotel Sunrise gives it 9 out of 10 with a few words about the staff; once you publish the review, it appears on Hotel Sunrise's page in your shop with the property's reply below it.
Nothing appears on the shop before you publish it. Every new review waits for your decision. Publish each review that keeps to the rules, whatever its score.
How a guest reviews a stay
A guest can review a booking once, after its check-out date and within 90 days of it. A cancelled stay or a no-show cannot be reviewed. After check-out, the guest receives one email in the booking's language with a link to the review.
| The guest gives | Required |
|---|---|
| An overall score from 1 to 10 | Yes |
| Scores for staff, facilities, cleanliness, comfort, value for money and location | No, each is optional |
| A title and the review text | Yes |
| Whether to show their first name and country | No; without them the review shows Verified guest |
A signed-in member reviews from the booking in their account. A guest without an account opens the booking with Find my booking, as described in Online shop bookings. A sent review cannot be edited. The booking shows the guest whether the review is waiting, published or refused, with the reason for a refusal.
Moderate reviews in Console
Open Storefront > Customers > Guest reviews. The tabs list the reviews To review, Published, Refused and Taken down; filter them by property or by score. Open a review to see its scores, the stay month, the kind of trip (solo, couple, family, group of friends or business) and its booking number.
| Action | What happens |
|---|---|
| Publish | The review appears on your shop and counts toward the property's score. |
| Refuse | The review never appears. Choose the reason the guest sees: Contains personal details, Rude or offensive language, Not about the stay, Advertising or spam, or Another reason with a note for the guest. |
| Take down | A published review leaves the shop. The guest sees the reason you choose, as for a refusal. |
Reply as the property
A published review can carry one Property reply. Write it under the review and choose Save the reply; it is shown below the review wherever the review is shown. Example: "Thank you for staying with us. We have passed your kind words to our reception team."
The reply belongs to the Organization that owns the property. When a sub-agency sells the stay, the review belongs to the sub-agency's shop and the sub-agency decides whether to publish it; the property's own Organization writes the reply.
What the shop shows
The property page shows the shop's score, the number of published reviews and the average of each category, then the reviews from newest to oldest. The score is the plain average of the published reviews, with one decimal: three reviews of 8, 9 and 10 give 9.0. A property with no published review shows no score and says so. A review in another language than the page carries a mark; it is not translated.
The guest score used to sort and filter search results follows the reviews that the property's own Organization publishes. Reviews published on a sub-agency's shop show on that shop only and do not change the guest score.
Reviews from your former system arrive published. When your earlier reviews are brought over, they keep their scores and replies, show Verified guest and carry the mark From your former system in Console.
Where to next
- Online shop bookings: what guests see and do on your shop
- Destination search: how the guest score sorts and filters results
- Selling as a sub-agency: selling another Organization's properties on your shop