Support Center

This guide will help you understand how to make the most of the Reviews section integrated into your Property Management System.

1. Navigate to Menu
2. Open the Reviews section.
3. Choose the category that suits you best from the menu on the left
    

Reviews

Reviews are essential for a hotel’s success. Responding to online reviews shows that hoteliers care about and value their customers’ feedback, striving to enhance their experience.

• Demonstrate commitment to guests by showing interest in feedback and willingness to improve.
• Address issues in negative reviews, turning them into opportunities for resolution.
• Build trust with customers, strengthening relationships and attracting new guests.
• Improve online rankings, boosting visibility and ratings on booking platforms.
   

Enable Reviews

1. Click the Menu button.
2. Go to Email & SMS Automations, and select Yes for option 5: “How was your stay at [property name]?”
   The email is sent automatically at 10:00 AM, the day after departure. It includes a button, Add Comment, for guests to submit a review.
3. Click Edit next to the email type to adjust its structure and content. For more details, see the Email & SMS Automations section.
    

Customize Reviews

1. Click the Menu button.
2. Go to Reviews.
3. Select Review Settings from the left menu and choose the amenities for which you’d like guests to leave reviews.
4. Once all information is completed, save your changes!

📌 Note: For each amenity, guests can rate from 1 to 5. The final review score is the average of all amenity scores.
 

View Reviews

1. Click the Menu button.
2. Go to Reviews.
3. All guest reviews are listed here.
   • Reviews (PMS)
   • Booking.com Reviews
   • Airbnb Reviews
4. Click on the guest’s name to see their amenity ratings.
5. Click on the reservation ID in the last column to access the booking details for the guest who left the review.

Respond to Reviews

1. Click the Reply button for the desired review.

📌 Note: You can only respond to reviews that have comments added.

If more than three months have passed since the review date, you can no longer respond.

For exceptional cases, if you need a review removed from PMS (you are allowed to delete up to three reviews/year), submit a request through a Support Center ticket.

Booking.com Reviews

If the system is connected to Booking.com, it retrieves all reviews from Booking.com for your property and displays them in the system.

1. Click the Menu button.
2. Go to Reviews.
3. Select Booking.com Reviews from the left menu.
4. The system shows the latest guest reviews added to Booking.com.
   After a while, these reviews are no longer available in the system and can only be accessed on Booking.com.
    

Display Reviews

You can display all received reviews directly in the  Booking Engine so they become public and visible to all guests.

1. Click the Menu button.
2. Click on Booking Engine.
3. Go to Property Configuration.
4. Select Yes for Display Reviews.
   Once all information is completed, save your changes!

📌 Note: Reviews are not displayed in the Booking Engine in the order they were added but in a sequence that presents your property in the best light.

 

✅Done! You’ve gone through the information for this section!