> 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/reviews-and-analytics/review-center.md). # Review center The review center collects the guest reviews and host reviews of every channel in one list, with AI analysis of each review. {% hint style="info" %} **Requirements** * To reply to Airbnb reviews and to write host reviews: Airbnb connected directly. See [How to connect Airbnb](/integrations/online-travel-agencies-ota/airbnb.md). * To see and reply to Expedia reviews: a live Expedia connection with access to your reviews. See [How to connect Expedia](/integrations/online-travel-agencies-ota/expedia.md). {% endhint %} ## Guest and host views The review center is **Reviews** in the left sidebar. The **Guest** / **Host** switch at the top left of the list sets which reviews the list shows. | View | What it lists | Limits | | --------- | -------------------------------------------------------------------------------------- | ------------ | | **Guest** | Reviews that guests left about your properties. These are the reviews you reply to. | None | | **Host** | Reviews that you write about guests on Airbnb: not submitted, submitted and published. | Airbnb only. | Guestway remembers the last view you used, per organization. Saved views are kept separately for each view. ## Filters ### Quick-access buttons | Button | What it shows | Limits | | ------------------ | --------------------------------- | ------ | | **Assigned to me** | Reviews assigned to your account. | None | | **Needs a reply** | Reviews that have no reply yet. | None | | **Flagged** | Reviews flagged for attention. | None | ### Advanced filters | Filter | What it does | Limits | | ------------------------------------------------- | ------------------------------------------------------------------------------------------ | --------------------------------------------------------- | | **Organization** | Shows the reviews of one or more organizations. | Shows only when you work with more than one organization. | | **Assigned to** | Shows the reviews assigned to a team member. | None | | **Replied by** | Shows the reviews that a team member replied to. | Not in the **Host** view. | | **Listing**, **Multi-Unit**, **Complex nickname** | Shows the reviews of a listing, a group of units or a building. | None | | **City**, **ZIP code** | Shows the reviews of the properties in a location. | None | | **Overall rating** | Shows the reviews by overall rating. | Not in the **Host** view. | | **Satisfaction score** | Shows the reviews by satisfaction label, for example Very satisfied, Satisfied or Neutral. | None | | **Deleted by guest** | Shows the reviews that the guest deleted. | Not in the **Host** view. | | **Guest name** | Shows the reviews of one guest. | None | | **Channel** | Shows the reviews of the reservations from a booking channel. | None | | **Check-in**, **Check-out** | Shows the reviews of the reservations with a check-in or check-out date that you choose. | None | | **Hidden** | Shows the reviews that are not public yet. | None | | **Recommend** | Shows the host reviews where you recommended the guest (**Yes**) or not (**No**). | Only in the **Host** view. | ## Guest reviews Each guest review shows the overall rating, the category ratings, the text of the review and the AI analysis: cleaning performance, communication performance, chat analysis and the review summary. | Field | What it does | Limits | | ------------------------- | --------------------------------------------------------- | ------ | | **Get AI suggestion** | Drafts a reply from the review content and its sentiment. | None | | Reply box | Holds the text of your public response. | None | | **Leave Public Response** | Sends the reply to the channel as your public response. | None | ### Expedia reviews Expedia reviews carry the Expedia logo and appear only in the **Guest** view. Expedia asks guests to review the stay, not the host, so there are no host reviews to write for Expedia guests. * New reviews appear as soon as Expedia publishes them on your property page. * When reviews are switched on for a property, its Expedia reviews from the last 90 days are brought in as well. * Each Expedia review shows the guest's overall score, the category ratings that Expedia collected (for example cleanliness, location, value, service and comfort) and the text of the review. ## Host reviews Each row in the **Host** view shows the guest, the stay, whether you recommended the guest (**Yes** / **No**) and the status of the review. Host reviews have no reply tools. ### Statuses | Status | Meaning | | ----------------- | ----------------------------------------------------------------------------- | | **Not submitted** | Airbnb has opened the review window, and you have not written the review yet. | | **Submitted** | Sent to Airbnb, not public yet. | | **Published** | Public on Airbnb. | | **Expired** | The 14-day review window closed without a review. | A review marked **Hidden** (*Not public yet*) is held back by Airbnb until both sides have reviewed or the 14-day window closes. ### Host review form The form is the **Airbnb host review**. It opens from the Inbox, or in the detail pane of a **Not submitted** review under **Leave a review**. | Field | What it does | Limits | | ----------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Cleanliness**, **Communication**, **Respect house rules** | Rate the guest from 1 to 5 stars. **clear** resets a row. | Required. | | Reasons | Explain a low rating with reason chips, for example *Messy kitchen*, *Slow responses* or *Stayed past checkout*. **Other** adds a short note under **Specify (optional)**. | At least one reason is required below 4 stars for **Cleanliness** and **Communication**, and below 5 stars for **Respect house rules**. The note has at most 50 characters. | | **Recommend** | Says whether you recommend the guest: **Yes** or **No**. | Required. | | **Private feedback (optional)** | Feedback that only the guest sees. | At most 1,000 characters. | | **Public review** | The review that the guest and future hosts see. | Required. At most 1,000 characters. | | **Submit review** | Sends the review to Airbnb. | You cannot change a review after you submit it. | The detail of a submitted or published review shows **Your review** with the three category ratings, **Recommend** and **Private Feedback**. When the guest answers your review, the answer shows under **Guest reply**. ### The other review of a stay At the bottom of each review, a panel shows the other side of the same stay: **Host review** when you read a guest review, **Guest review** when you read your host review. The panel shows the star rating or **Recommended** **Yes** / **No**, the status and the date. **Open** switches to that review. When the other review does not exist yet, the panel reads *No host review for this stay yet.* or *No guest review for this stay yet.* ### Inbox activity The Inbox shows each step of a host review as an activity item in the conversation: * *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* In the review dialog of the Inbox, **Open in Host Reviews** opens the review in **Reviews**. ## Category ratings A guest review shows the guest's score in the standard categories: **Check-in**, **Accuracy**, **Cleanliness**, **Communication**, **Location** and **Value**. Next to each score, a percentage compares this rating with your earlier reviews. A positive percentage is an improvement. A negative percentage is a decline. ## Cleaning and communication performance | Block | What it shows | | ----------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Cleaning** | The cleaner of the booking, their rating, and negative trends such as a drop in cleaning scores or recurring cleanliness issues. | | **Communication** | The team members who wrote to the guest, the number of messages in the booking, and each person's communication rating next to their earlier performance. | ## Chat analysis **Chat Analysis** shows the main themes and sentiments of the conversation between the guest and your team, found by AI. ## Review summary **Review Summary** shows the guest's review as short points, split into positive and negative observations. ## Related * [How to reply to a review with AI](/reviews-and-analytics/review-center/how-to-reply-to-a-review-with-ai.md) * [How to write a host review](/reviews-and-analytics/review-center/how-to-write-a-host-review.md) * [How to reply to an Expedia review](/reviews-and-analytics/review-center/how-to-reply-to-an-expedia-review.md) * [About the review center](/reviews-and-analytics/review-center/about-the-review-center.md) * [Cleaning](/reservations-and-operations/cleaning.md): the cleaning teams whose performance is rated here. * [Unified AI inbox](/inbox-and-messaging/unified-ai-inbox.md): the conversations that chat analysis reads. * [Reservations](/reservations-and-operations/reservations.md): the reservation behind each review. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.guestway.io/reviews-and-analytics/review-center.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. 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