Where can I see my guest reviews?

Updated 3 years ago
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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

Guest reviews

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.

Additional ratings

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.

 

This tab contains a chart overview of the number of reviews per review score from the past three years.

You can also see all your reviews from the last three years – with the newest at the top –

and you can filter them by With commentsWithout replies or All reviews. You can also filter by review score or traveller type with the navigation bar. 

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 won’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 Reply button. Your replies will appear on your property page, underneath the guest’s comments. You can read more about replying to reviews.

If a review is over 36 months old, it disappears from your Guest Reviews page first and from your property page 48 hours later. You can’t save or download the archived reviews.

 

This section shows your score for each of the six main categories – staff, facilities, cleanliness, comfort, location and value for money – and your overall average score.

Keep in mind that the detailed category scores are independent from the overall property score. The purpose of each category is to help you get a clearer picture of where your property is doing well and where you could make improvements.

 

In this section, you can see how your score has changed over the last year. You can also filter your performance by the sub-categories described in the Categories tab. In Your progress, you can perform a deep dive by guest review score, traveller type, country or topic.

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