Q. How do guests submit a review?

A. Guests will receive a system email inviting them to submit a review. Guests can add their comments to any property they have stayed at provided it has the reviews feature. This is done via the property page.

Guests can also directly enter a review from the property details page.

 

Q. Why isn't the guest review showing?

A. All guest reviews posted on the Stayz website or your website are moderated by a third party software to provide an unbiased review process. When you receive an email about a guest leaving a review, it may take up to 48 hours for the moderation process to be completed before it appears on your property. 

 

Q. Can I remove a negative review?

A. No, whilst we understand some reviews can be bad or indifferent, we aim to provide a transparent guest review process that is indicative of the guest's experience and we strongly encourage property managers to promptly and positively respond to the guest using the ‘Reply’ button.  Negative reviews are positive - your response to the negative review shows your business values the guest experience and is responsive to issues that arise.  Typically, more than 95% of reviews are positive and the average scores are well above 4 out of 5 so while it’s normal to feel anxious about reviews, overall they should be very positive for your business and driving more bookings.

 

Q. Can I dispute a review?

A. Yes you can. We have created a support article 'Responding to Guest Reviews' to assist you in your response:

In this response, we encourage open, constructive communication to address any queries raised by the guest. By providing this response to the guest, this will indicate to future potential guests that you have addressed the issue/s raised in the review and are open to resolving any issues that may arise during a guest's stay at your property.

However, we do understand that reviews can sometimes be subjective and therefore we may remove reviews based on:

  • Outside influences i.e. dogs barking, rooster crowing, things deemed as out of your control.

  • Guests that did not stay at your property and therefore cannot truly rate their experience.

  • Any legal allegations

  • Names

  • Inapproriate content (abusive language)

 

Q. How do I dispute a review?

A. If you would like to dispute a published review, or require assistance, you can either click on Report an issue with the Review or lodge a ticket via the Support Portal

Q. Where does the review show?

A. The review will show on the property page of your own website and on the property page of the Stayz website

 

Q. How do I submit a reply to a review?

A. Go to Bookings > Property List or the Property Search > find the property > click on the Review Button. You will see the Reply button, click on it and enter your reply in the field and then Submit. Note: your reply will be moderated so will take 2-3 days to appear. You will receive an email notification when it has been posted or if it has been rejected. If the guest review was submitted on the Stayz site you will need to login to your Stayz Admin area to submit the reply.

 

Q. How do I respond to a review?

A. See ‘Responding to Guest Reviews’ in the support portal. In this response, we encourage open, constructive communication to address any queries raised by the guest. By providing this response to the guest, this will indicate to future potential guests that you have addressed the issue/s raised in the review and are open to resolving any issues that may arise during a guest's stay at your property.

 

Q. Can I see a snapshot of reviews across my portfolio?

A. Yes, within the YesBookit software, under the Home icon go to Reviews Dashboard.

 

Q. Why was a guest’s email not validated when they tried to submit a review?

A. Guests can only submit a review after their stay, not during or before their stay. They also must use the same email address as used in their booking.

 

Q. Can I add a review on behalf of a guest?

A. The Reviews system is designed to prevent anyone adding reviews other than guest(s) who stayed at the property. You should direct your guests to leave a guestbook review via the appropriate channels.

If a review has been deemed as being entered by the Property Owner or Manager, it will be removed from the property and will not be re-posted.

 

Q. How do I know when a new review has been  posted on a property?

A. You will receive a system email notifying you of the review, or you can look in your Reviews dashboard or under Property Search in YesBookit

 

Q. What is the cut-off number of days a guest has to submit a review after departure date?

A. A guest can submit a review up to 60 days from the departure date.

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