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Guest Feedback 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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Direct Feedback

Next to the view switch, Add Feedback records something a guest told your team in person. Below it, Feedback Performance: Average, Total, Positive and Negative for Today, Week, Month or Year, each beside its change from the period before. 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 feedback, In-Stay (anything given during the stay, the During the stay survey and room codes included), Post-Stay, Manual. A search finds a guest, a room or a word. The counts, the filters and the search cover every entry, however old; the list shows 20 at a time and pages back to the first. If the list cannot be loaded, it says so and offers Try again. Each entry also shows the road it came by — chat, WhatsApp, SMS, e-mail (SMS + Email when a survey went both ways), voice, or a survey — or, for one your team added, the name of whoever added it. An entry with no star rating of its own shows a badge where the stars would be: Suggestion for a guest’s idea, No overall rating for a survey answered without an overall score. Opening one shows the rating, the text, the guest, and internal notes your team can leave without the guest seeing them. An entry that came from a survey also shows the guest’s answers, question by question — a Did not use where the guest said so, and the wording as that guest saw it, with a note if the survey was edited after they answered. A low rating, or anything escalated, also offers Mark as Resolved — and Escalate, while it has not been escalated yet.

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Google Reviews

Your published Google reviews; the tab shows how many recent ones are waiting for an answer. Inside it: Google Performance — your Avg Rating, and Reviews, Needs Reply and Response Rate for the period you choose; quick views such as Needs reply and Low ratings; filters and a search by reviewer or word, accented and Cyrillic letters included; and each review’s reply status. After you publish a reply, the review stays open and shows the reply as published. If the list cannot be loaded, it says so and offers Try again. Sync Now checks Google for new reviews. Until Google is connected in Guest Feedback settings, the view says so.

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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 — a low rating, a low survey answer, or a written complaint. When one is dealt with, open it and select Mark as Resolved.
2

Answer a Google review

Replies are published from the Google view. That is the platform this screen posts back to. Open the review, select Generate AI Reply, change the text as you need, and select Publish to Google — Approve & Publish on a draft. A rating with no comment offers Use Template Reply instead.
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

Record what a guest told you in person

Select Add Feedback and pick the room — the list shows the rooms with guests staying now. Type the guest’s words, tag it Positive, Negative or Suggestion, adjust the stars (a suggestion has none), choose a department if it belongs to one, and select Save feedback.
5

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 Guest Feedback settings. Feedback you add joins the list under Manual, with the name of whoever added it. A low rating you add is escalated like any other. A reply you publish to Google appears under the review there, and the review no longer counts as waiting for an answer. 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. A single survey’s own picture is on its Results tab.