Customer reviews and ratings are vital to the credibility of your rental and business. On your website, you can create a reviews page where guests rate their stay and leave comments. Potential guests can read about the opinions of others and get convinced that yours is the perfect place to stay. You can also write, reply to and manage your Airbnb reviews directly from your Lodgify Reviews tab.
Read about:
Airbnb reviews
From the Airbnb section of the Reviews tab, you can:
- Write reviews for your guests.
- Respond to guest reviews.
- Retrieve past reviews.
💡 Note: Reviews linked to reservations that are not in Lodgify and reviews for reservations made before Airbnb's integration with Lodgify are not imported.
Changes made to reviews on Lodgify will be reflected on your Airbnb account and on Airbnb's public pages (once approved by Airbnb if it is a review you have written).
After each check-out, you and your guests can review each other for 14 days. These reviews remain hidden until you both submit them, or until the end of the 14-day review period.
For each review received, you have 30 days to respond.
In the first Needs attention section, by clicking the To do action, you can write a new review for a guest, as well as reply to the reviews left by your guests
Once the action has been completed, the revision appears in the Done section.
If you have not submitted a review within the 14 days specified by Airbnb, it is placed in the Done section but with the status Expired and will not be visible.
If you have not replied within the 30 days specified by Airbnb, the review is transferred to the Done section with the status Published.
When writing reviews, both you and your guests can use specific tags to highlight positive or negative particular aspects of the stay, such as cleanliness, communication, or respect for house rules. These tags help you identify areas that may need improvement or areas where you are excelling, leading to better guest experiences, improved reviews, and potentially higher booking rates. Both hosts and guests can see the tags associated with reviews on Airbnb.
You can add tags when writing your guest reviews:
You can view the tags that guests added to their review:
💡 Note: Airbnb reviews will not be published on your website, in order to comply with Airbnb's terms and conditions regarding content.
Website reviews
Create a page for customer reviews
If you have a website with only one rental (with or without room/rental types) and want your customers to be able to see and leave reviews on your website, you first need to create a reviews page in case you don't already have one.
💡 Note: For websites with multiple rentals, the reviews appear automatically in each rental.
To do so, follow these steps:
- Go to your Main Menu in the top left corner and select Website builder.
- Click Pages
- Go to the Header Navigation and click +.
- A pop-up window will open up where you need to select Rental and choose Reviews from the drop-down menu of the Rental information.
- Then click Add. You will now have a review page on your website and can start adding reviews.
💡 Notes:
- You can send the Reviews page link to your guests so they can leave a review.
- If you want to import automatically your reviews coming from other platforms (like the OTA, Google My Business...), you can insert an external widget on the website. Keep in mind that you won't be able to modify or delete them.
Add existing reviews manually
If you have received a review on another platform like Tripadvisor or via email, and you would like to share it on your website, you can add it manually.
- Go to your Main Menu in the top left corner and select Reviews and Website.
- Then click Add Review.
- A separate window will pop up where you can fill in all the fields and give a rating. Then click Save.
💡 Notes: You might need to republish your website to make the review appear.
If at any time you decide to take a review off your website, you can change its status to rejected. Find out more below.
Manage your customer reviews
If a guest leaves a review on your website, you will receive an email notification. You can choose to accept or reject it, as well as edit some details or reply to the guest. Only once a review was accepted, it will show on your website.
- Go to your Main Menu in the top left corner and select Reviews and Website.
- You will see the new review with the Status Submitted. Click it, and a new slider will open up where you can accept, reject, or edit the review as well as reply to the guest. Find out more details on each action in the table below.
💡 Note: You might need to republish your website to make the change live.
| Action | Note |
|---|---|
| Accept review | Click the yellow Submitted button and select Accepted. The review will now appear on your website. |
|
Reject review 💡 Note: You can reject a review at any time, even if you had previously accepted it. |
Click on the review status button and select Rejected. The review will now appear as rejected in your editor and will not be visible on your website. |
|
Reply to review 💡 Note: Replies are great as they show your guests how much you care! |
To reply to your guest, click Reply to review inside the review. A small text field will open up where you can write a reply that will be shown on your website. |
| Edit review |
You can make changes to the review to take out some content you don't want to show on the website, or to correct typos. To do so, click Edit Review inside the review. |
|
Delete review 💡 Note: This action cannot be reversed! |
If you want to delete a review even from your editor, you can do so. Just click Delete review at the bottom. |