> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/guestway-platform/review-center.md). # Review Center The Review Center is your central hub for managing reviews across every booking platform — the reviews guests leave about your properties and the host reviews you write about guests. It pulls all reviews into one dashboard, enriches them with AI analysis, and helps you reply faster while spotting patterns in cleaning, communication, and overall guest satisfaction. *** ### Accessing the Review Center Click **Reviews** in the left sidebar navigation. At the top-left of the list, a **Guest** / **Host** switch chooses which side you're looking at: | View | What it lists | | --------- | ---------------------------------------------------------------------------- | | **Guest** | Reviews guests left about your properties — the reviews you reply to. | | **Host** | Reviews you write about guests on Airbnb — pending, submitted and published. | Guestway remembers the last view you used per organization. Saved views are kept separately for each side. *** ### Filtering and finding reviews {% @guideflow/guideflow-embed requestedUrl="" %} The Review Center is built around fast triage — surface the reviews that need your attention, then act. #### **Quick-access buttons** The buttons at the top of the dashboard let you jump straight to the reviews most likely to need action: * **Assigned to you** — reviews assigned to your account. * **Need a Reply** — reviews you haven't responded to yet. * **Flagged** — reviews flagged for additional attention. #### **Advanced filters** Use the filter panel to refine the dashboard view by: * **Assigned To** and **Replied By** — narrow to a specific team member. * **Listing**, **Multi-Unit**, **Complex** — focus on a property, group of units, or building. * **City** and **ZIP Code** — slice your portfolio by location. * **Overall Rating** * **Satisfaction Score** — filter by plain-language labels such as Very satisfied, Satisfied, and Neutral. * **Deleted by Guest** — review-level audit trail. * **Guest Name** — find a specific guest's feedback. These filters make it easy to monitor performance at the individual or property level and surface trends based on location, satisfaction, or internal handling. *** ### Host reviews Switch to **Host** to manage the reviews you leave about guests. Each row shows the guest, the stay, whether you **Recommended** the guest (**Yes** / **No**) and the review's status: | Status | Meaning | | ----------------- | --------------------------------------------------------------------------- | | **Not submitted** | Airbnb has opened the review window and you haven't written the review yet. | | **Submitted** | Sent to Airbnb, not yet public. | | **Published** | Public on Airbnb. | | **Expired** | The 14-day window closed without a review. | The filter panel offers the same listing, complex, city and guest filters as the Guest view, plus **Recommend** (Yes / No). *Replied by*, *Deleted by guest* and *Overall rating* don't apply to host reviews and are hidden. {% hint style="info" %} **Hidden until both sides review.** A review marked **Hidden** (*Not public yet*) is one Airbnb is still holding back: *Airbnb hides it until both sides have reviewed or the 14-day window closes.* {% endhint %} #### Writing a host review You can start a review from two places: * **From the Inbox** — when the window opens, the conversation shows an activity item **You can now leave a review for this guest**. Click it. * **From Reviews → Host** — open a review marked **Not submitted**; the form is embedded in the detail pane under **Leave a review**. The form is the **Airbnb host review**: 1. Rate **Cleanliness**, **Communication** and **Respect house rules** from 1 to 5 stars. Click **clear** to reset a row. 2. If a rating is low (below 4 stars for Cleanliness and Communication, below 5 for Respect house rules), pick at least one reason chip — for example *Messy kitchen*, *Slow responses*, *Stayed past checkout*. Choose **Other** to add a short note under **Specify (optional)** (50 characters). The form won't submit until a reason is chosen: *Pick at least one reason above.* 3. Under **Recommend**, choose **Yes** or **No**. 4. Write **Private feedback (optional)** — *Only visible to guest* — and the required **Public review** — *Visible to guest & future hosts*. Both allow up to 1,000 characters. 5. Click **Submit review**. A toast confirms *Review submitted successfully*. Once submitted or published the review is read-only: the detail shows **Your review** with the three category ratings, **Recommend**, and **Private Feedback**. If the guest answers your review, it appears under **Guest reply**. > Host reviews can't be replied to; the reply tools in the Guest view don't apply here. #### Moving between the two reviews for a stay At the bottom of any review detail, a panel titled **Host review** (when you're reading a guest's review) or **Guest review** (when you're reading yours) summarises the other side — star rating or **Recommended Yes/No**, status and date. Click **Open** to switch to it. If the counterpart doesn't exist yet the panel reads *No host review for this stay yet.* or *No guest review for this stay yet.* The Inbox also tracks the review lifecycle as activity items: *You can now leave a review for this guest*, *Your review has been submitted*, *Your review has been published*, *The guest review window has expired*. From the read-only review dialog in the Inbox, **Open in Host Reviews** takes you to the Reviews page. *** ### Reading a review Open any review to see the full breakdown — guest ratings, AI insights, and the conversation history behind the feedback. #### **Category ratings** {% @guideflow/guideflow-embed requestedUrl="" %} Each review shows the guest's score across the standard categories, with a percentage indicating how this individual rating compares to your historical reviews: * **Check-in** * **Accuracy** * **Cleanliness** * **Communication** * **Location** * **Value** A positive percentage signals an improving trend in that category; a negative percentage flags a decline. Use it to pinpoint where performance is slipping before it shows up in your overall rating. #### **Cleaning performance** The Cleaning section identifies the cleaner assigned to the booking, shows their individual rating, and highlights any negative trends. A drop in cleaning scores or recurring cleanliness issues are flagged here — helping you tell whether the problem is one team member or a broader operational issue. See [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) to manage your cleaning teams. #### **Communication performance** The Communication block shows which team members interacted with the guest and how many messages were exchanged during the booking. Each person's communication rating sits alongside their historical performance, so you can keep service quality consistent across the team. #### **Chat analysis** The Chat Analysis panel uses AI to scan the conversation between guest and host, extracting key themes and sentiments. You get an instant read on what the guest experienced without scrolling through the full message thread in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2). #### **Review summary** {% @guideflow/guideflow-embed requestedUrl="" %} This section condenses the guest's review into structured bullet points — separated into positive and negative observations. It's especially useful when analysing large volumes of feedback or preparing internal reports. *** ### Replying with AI {% @guideflow/guideflow-embed requestedUrl="" %} The Review Center drafts replies for you based on the review content and detected sentiment. The AI suggests a personalised, polite, and professional response you can post as-is or edit first. This saves time on routine replies, keeps your tone consistent across hundreds of reviews, and lets you focus your attention on the responses that genuinely need a human touch. *** ### Tips for daily use * **Start with Need a Reply.** It's the fastest way to clear your daily review queue without missing anything. * **Clear the Host view weekly.** Filter **Host** by **Not submitted** so no review window expires unused — a review you don't write is a review the guest never gets. * **Watch the trend percentages, not just the score.** A 4-star review with a declining Cleanliness trend tells you more than a one-off bad rating. * **Use the Cleaning and Communication blocks for coaching.** Negative trends tied to a specific team member are a chance for targeted feedback, not blame. * **Edit AI replies before posting.** The drafts are strong starting points — adding one personal detail (the guest's name, a specific moment from the stay) lifts the response from generic to genuine. * **Filter by Multi-Unit or Complex when reviewing portfolios.** It's the cleanest way to spot whether an issue is property-wide or unit-specific. *** ### Related pages * [Airbnb](https://docs.guestway.io/integrations/online-travel-agencies-ota/airbnb) — the direct integration that enables replying to guest reviews and writing host reviews. * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — see the bookings that produced these reviews on the calendar timeline. * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — open the underlying reservation behind any review. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2) — review the chat history that Chat Analysis summarises. * [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) — manage the cleaning teams whose performance is scored here. * [Properties](https://docs.guestway.io/guestway-platform/properties) — configure the listings, multi-units, and complexes that drive the filter options. {% embed url="" %} --- # Agent Instructions This documentation is published with GitBook. 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