Where can I see my guest reviews?
The Extranet’s Guest Reviews tab helps you understand what guests liked about their stays and what they thought could be improved.
Under this tab, you’ll find all reviews from the last 36 months, as well as your average review score and ratings for extras like breakfast and WiFi.
The tab is divided into three sections:
- Guest reviews
- Average review score
- Additional rating
This section shows all your reviews from the last 36 months, with the newest at the top. For each review, you can see the total review score, as well as how the guest rated individual categories such as location and cleanliness. It also includes the guest’s name, reservation number, and comments if they left any.
If the guest left an anonymous review, we don’t include their name, reservation number, or date of submission.
If a guest has left a comment, you can reply to their review by clicking the Replybutton. Your replies will appear on your property page, underneath the guest’s comments. You can find more info about replying to reviews here.
Reviews won’t show up if the guest didn’t stay at your property or the review is from more than 36 months ago. First they disappear from the Guest Reviews tab, then from your property page 48 hours later.
Average review score
This section shows your score for each of the six main categories (staff, facilities, cleanliness, comfort, location, and value), as well as your overall average score.
Seeing each category should give you a clear picture of where your property is doing well and where you could make improvements.
Your overall average score is calculated within 48 hours of a new guest review or within 48 hours of a review being removed.
In this section, you can see how guests reviewed other factors like breakfast or WiFi. These ratings don’t contribute to your average score. However, they may appear independently on your Booking.com page.