Guests and reservations
Replying to reviews
In Reviews, the oldest unanswered review sits on top. Write your reply and choose “Save reply”; for a Google review, “Copy and open Google”, paste it there and then “Mark as answered”. The Hub sends nothing to Google.
The stack
Open Reviews. On top is the oldest review without a reply, with a note on how long it has been waiting. Next to it, Rosa says what matters for this many stars, for example for few stars: apologise first and say what will change. That is a fixed rule, not a prescribed text.
A review through the Hub
- 1. Write your reply in the field.
- 2. Choose Save reply.
The reply then sits in the Hub under the review. It is not sent to the guest.
A review on Google
- 1. Write your reply in the field.
- 2. Choose Copy and open Google (without a stored link, just Copy).
- 3. Paste the reply into your Google profile.
- 4. Back in the Hub, choose Mark as answered.
Sending to Google is not possible; Google only accepts replies in its own profile.
Later
Later moves the review to the end of the stack. The keyboard is quicker: J for the main button, N for Later.
All reviews and overview
Under All reviews you filter By stars. The Overview shows the Average of the last 90 days, the star distribution and the Response over the last 30 days: the share of requests that were answered.
If you use the helpers, Rosa speaks up once a week when reviews have been waiting for a reply for two days or more.
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