Viewing Reviews
The Reviews page gives you a centralized view of all guest reviews from your connected OTA platforms. You can filter, search, and sort reviews to quickly find what you are looking for.
Opening the Reviews page
- Click Reviews in the sidebar.
- The Reviews page loads with all your reviews listed in reverse chronological order (newest first).
When you open the Reviews page, any unread reviews are automatically marked as read and the sidebar badge is cleared.
Understanding the overview
At the top of the Reviews page, you will see summary metrics:
- Average rating -- Your overall average score across all reviews and platforms.
- Total reviews -- The number of reviews you have received.
- Reply rate -- The percentage of reviews you have responded to. A high reply rate is important for OTA rankings.
Filtering reviews
Use the filters at the top of the page to narrow down the list:
- OTA source -- Show only reviews from a specific platform (e.g., Booking.com only, or Airbnb only).
- Listing -- Show reviews for a specific property if you manage multiple listings.
- Reply status -- Filter by replied or not yet replied, so you can quickly find reviews that still need a response.
Searching reviews
Use the search bar to find specific reviews by:
- Guest name
- Review content (keywords or phrases)
This is useful when you want to reference a specific guest's feedback or track mentions of particular topics across your reviews.
Sorting reviews
You can sort the review list by:
- Date -- Newest first or oldest first.
- Rating -- Highest rated first or lowest rated first.
TIP
Sorting by lowest rating first is a useful way to find reviews that need your attention. Addressing negative reviews quickly and constructively shows future guests that you care about their experience.
Review details
Each review in the list shows:
- Guest name -- The name of the guest who left the review.
- Rating -- The overall score (displayed as stars or a numeric value, depending on the platform).
- Review text -- The guest's written feedback.
- Date -- When the review was submitted.
- Source -- Which OTA platform the review came from (Booking.com, Airbnb, etc.).
- Reply status -- Whether you have responded to the review or not.
- Category scores -- Some platforms provide detailed scores for categories like cleanliness, location, communication, and value.
Unread reviews and the sidebar badge
When new reviews arrive through the Channel Manager sync, they are marked as unread. The sidebar shows a badge with the number of unread reviews so you can see at a glance when new feedback has come in.
Opening the Reviews page marks all reviews as read and clears the badge. You do not need to click on each review individually.
Related
- Reviews Overview -- Introduction to the Reviews module
- Replying to Reviews -- Respond to guest feedback
- Airbnb Guest Reviews -- Rate your Airbnb guests
- Channel Manager -- Manage your OTA connections