How the feedback page works

Guests scan your QR code and land on your feedback page. Every guest sees the same public review options — Google, TripAdvisor and any other outlet you've enabled — no matter what score they give. That's deliberate: showing the review links only to happy guests is "review gating", which Google's policies prohibit and which can get a Business Profile suspended.

A low score additionally alerts your team by email so you can fix the problem before the guest checks out. Click any entry below to read the full comment and see where that guest was directed.

How response drafts work

When a guest leaves a low score, AI writes a suggested reply in your chosen tone. Nothing is sent or published automatically unless you switch Auto-Reply on. Read it, edit anything you like, then approve or dismiss.

These are drafts of your reply as the property — a guest's own review is never written for them. Set your tone with the Response Tone chips, and fill in the Knowledge Base tab so replies mention real details instead of generic phrases.

Reading these numbers

QR Code Performance follows the journey: how many guests scanned your code, how many of those left feedback, and how many tapped through to a review site. A tap is intent, not a posted review — what a guest does once they're on Google is never reported back to us, so check your live rating for the real outcome.

Tracked QR Links are extra QR codes you can create for anything else — a booking page, a review page, a menu. Scans are counted per link; they are separate from the main property QR above and never change what it does.

The trend below tracks feedback collected through this dashboard — it is not your public star rating. The baseline is your very first entry, so it shows movement since you started here. Volume matters as much as the average: a handful of entries swings wildly, and none of it means much until the cards have been out for a few weeks.

Why this tab matters

Everything here feeds the AI when it drafts a reply. Specifics are what stop responses sounding generic — "our AC units were all replaced in 2023" reads as a real answer; "we apologise for the inconvenience" does not.

The Complaint Playbook is the highest-value field: describe how you actually handle your most common issues and the drafts will follow your process. Remember to press Save Knowledge Base when you're done.

Connecting your review platforms

A connection lets us pull your live rating, read reviews, and post your approved replies back to the platform. You do not need any of this for guests to leave you reviews — the review buttons on your feedback page work on their own. Connections are what let you handle the replies from here instead of logging in to each site.

Google signs in with the account that owns your Business Profile. TripAdvisor and Yelp use an API key you get from them. Booking.com and Expedia require partner status on their side. Anything showing a greyed-out button isn't available on this server yet — that's our setup to finish, not something you're missing.