> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepai.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Guest Reviews

> Feedback your AI staff collected, and your published Google reviews, in two separate views.

**Guest Reviews** is the inbox. It has **two views**, and they hold different things:

| View               | What is in it                                                                                     |
| ------------------ | ------------------------------------------------------------------------------------------------- |
| **In-House**       | Ratings and comments your AI staff collected — during the stay, after it, or entered by your team |
| **Google Reviews** | What guests published on Google                                                                   |

They are not one list seen two ways. A guest can appear in one and not the other.

***

## What is on the screen

### 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.

### Google Reviews

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

***

## What you do here

<Steps>
  <Step title="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.
  </Step>

  <Step title="Answer a Google review">
    Replies are published from the Google view. That is the platform this screen posts back to.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  **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.
</Warning>

***

## What happens next

**When feedback is escalated**, the team your hotel nominated is alerted so somebody can act — configured under [Reviews](/front-desk/settings/reviews).

**To draft a reply**, use [Response AI](/front-desk/reviews/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](/front-desk/reviews/analytics), which is also where **Ask Recep** lives — the box you type a plain question into about your own guests.