Review Center
The Review Center is your central hub for managing guest reviews across every booking platform. 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 Review Center in the left sidebar navigation. The dashboard opens with reviews from all your connected channels aggregated into a single feed.
Filtering and finding reviews
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 and Satisfaction Score — pull up only high-performing or problem reviews.
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.
Reading a review
Open any review to see the full breakdown — guest ratings, AI insights, and the conversation history behind the feedback.
Category ratings
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 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.
Review summary
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
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.
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
Multi-Calendar — see the bookings that produced these reviews on the calendar timeline.
Reservation Panel — open the underlying reservation behind any review.
Unified AI Inbox — review the chat history that Chat Analysis summarises.
Cleaning — manage the cleaning teams whose performance is scored here.
Properties — configure the listings, multi-units, and complexes that drive the filter options.
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