Everything you need to know about guest reviews
In this article:
Once a guest checks out, we send an email to ask them to review their stay with you. They have 90 days to do this.
Guests select an overall score from 1 to 10 to rate their experience at your property. This is the only question guests are required to answer before they can submit their review. The average of these overall scores becomes your Guest Review Score, which we display once you receive at least three reviews.
We also ask guests to rate your property in these 6 specific areas:
All of these ratings are optional and don’t count toward your Guest Review Score.
Guests can then provide more optional ratings, but these are about different topics for different guests, such as WiFi and breakfast. They don’t count toward your Guest Review Score either.
Last, we encourage guests to provide open feedback, which is also optional. Their responses can give you helpful insights into your property’s performance. They can also be useful for travelers to find out more about your property before booking a stay.
Since late 2019, the overall score for each review is no longer the average of the ratings the guest give for each of the specific categories. Instead, guests now give their own score for their overall experience at your property.
This is because you can’t directly control all of the specific categories – for example, your location. It’s also because other aspects, such as breakfast and noise levels, can be just as important to a guest’s stay but aren’t covered by these categories.
This new system has completely replaced the old system, and it applies to properties and guests all over the world. If you received scores under the old system, they’ll remain part of your overall score until they expire.
To make sure this system is always valuable to you, we’ll continue to monitor it and make improvements based on your feedback.
We don’t play any role in deciding your score ourselves. We only facilitate the process of collecting your reviews from guests. Your individual scores reflect actual guest experiences and contribute directly to your overall Guest Review Score.
We collect the overall score for each review separately from the ratings guests give for different categories. We do this because the six categories don’t always cover everything a guest might consider when they rate their stay, while the overall score represents their experience as a whole. This means that it’s normal for the overall score to be different from the category ratings.
It’s still possible for a guest to make a mistake when leaving their ratings. If you think this has happened, contact us via the Extranet inbox.
We know some partners have been negatively impacted by their old reviews being archived while they’ve been receiving fewer new ones due to the current situation.
To avoid this, we’re gradually extending the lifetime of your existing reviews from two to three years. This applies to any reviews that were due to expire on or after July 31, 2020.
For example, reviews that would’ve expired on July 31, 2020 will now remain on your property page until July 31, 2021.
To see how your overall and specific category scores have changed over time and how they compare to your choice of similar properties, follow these steps:
1. Log in to the Extranet
2. Click Analytics
3. Click Guest review scores