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Guest Reviews is the inbox. It has two views, and they hold different things: They are not one list seen two ways. A guest can appear in one and not the other.

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What is on the screen

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In-House

Filters by what the feedback is:
  • All, Positive, Neutral, Negative, Suggestion
  • Needs Attention — escalated to your team
  • Resolved — dealt with
And by where it came from: All Reviews, In-Stay, Post-Stay, Manual. Opening one shows the rating, the text, the guest, and internal notes your team can leave without the guest seeing them.

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Google Reviews

Your published reviews, with how many are waiting for an answer.

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What you do here

1

Work Needs Attention first

That filter is the screen’s point. Feedback escalated to your team is the part waiting on a decision from somebody.
2

Answer a Google review

Replies are published from the Google view. That is the platform this screen posts back to.
3

Act on In-Stay feedback while the guest is still there

A complaint made during the stay can still be fixed. That is the whole reason this half exists.
4

Leave an internal note when the answer is not a reply

“Spoke to housekeeping, mattress replaced” belongs on the record, not in a public answer.
A published reply is public. Write it as the hotel, not as the person who read it at 11pm. If a review makes you defensive, leave an internal note now and answer tomorrow.

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What happens next

When feedback is escalated, the team your hotel nominated is alerted so somebody can act — configured under Reviews. To draft a reply, use Response AI — it takes a review you paste in and gives you text to copy. What all of it adds up to is on Analytics, which is also where Ask Recep lives — the box you type a plain question into about your own guests.