Reviews is the page where you send guests an automatic satisfaction survey after check-out and follow the results. You can reach an unhappy guest before they write a public review, and invite happy guests to review you on Google and Booking.com. Open the page with the Reviews link under the Analytics heading in the left menu, below Chat Quality. The red number in the menu is the number of low ratings nobody has handled yet. The Staff role does not see this page.
The survey, low-rating alerts and the whole page work on the Basic and Pro plans. Sending happy guests to Google / Booking.com reviews (the two link fields) is Pro only; on Basic these fields are locked and an Upgrade to Pro → link is shown next to them (Account and Plans).
What is on the screen#
From top to bottom the page has four sections (you can also jump between them with the On this page menu):
- Last 90 days: the Average rating (with stars), Responses (with "N% response rate" underneath), Surveys sent and Sent to reviews boxes. On Basic, Sent to reviews shows "—". Below them are rating distribution bars from 5 to 1; the bars for 1–3 points are red. If there are no responses yet, it says "No responses yet."
- Needs attention: reviews with 3 points or fewer that nobody has handled yet (see "Handling low ratings" below).
- Recent reviews: the last 30 responses. Each row shows the stars, the guest's name, the booking number, the date and the comment (or "No comment left."). If the guest pressed a review button, a Sent to Google or Sent to Booking chip appears; on low ratings you handled, a Handled: (note) chip appears.
- Survey settings: the survey on/off switch, the review links, the Save Changes button and the collapsible How it works box.
How it works#
- While the survey is on, one survey email is sent at 08:00 on the morning after check-out for every booking whose status is Confirmed or Completed and whose guest has an email address.
- On the day you turn the survey on, guests who checked out in the last 3 days are included too.
- Guests without an email address do not get a survey.
- The guest gives 1–5 points and an optional comment. The link is personal and can be answered once.
- Guests who give 4–5 points are thanked; on Pro, and if you entered links, Google / Booking.com review buttons are shown.
- Guests who give 1–3 points see an apology and a promise to get back to them, are never shown a review link, and your team is notified.
Nobody is picked to receive the survey: every guest who meets the conditions gets the same survey. The only difference is the screen shown after the guest sends it.
Step by step: turning on the survey#
- In the left menu, click Reviews under the Analytics heading.
- Scroll down to Survey settings (or click the Go to survey settings ↓ link at the top).
- Turn on Send a satisfaction survey after check-out. Under the switch it says "When off, no survey emails are sent; existing reviews stay visible."
- If you are on Pro, fill in Google review link and Booking.com review / property link (see below). Both are optional; the guest only sees the button for the link you entered.
- Press Save Changes. A Saved. notice appears.
- To get low ratings by email, check that the Low-rated reviews switch is on under Settings → Notifications (Account and Plans).
Links must be full addresses starting with https://. Otherwise the warning "Invalid link. Enter a full address starting with https://." appears and nothing is saved.
Where do I find my Google review link?#
- Open your Google Business Profile with the Google account you manage your business with. You can also reach it from the management panel that appears when you search for your business name on Google.
- Click Ask for reviews.
- Copy the short link shown (e.g.
https://g.page/r/.../review) and paste it into the Google review link field.
In the Booking.com review / property link field, enter the address of your property page on Booking.com (e.g. https://www.booking.com/hotel/...). Booking.com usually lets only guests who booked through Booking.com write a review; other guests can open the page but may not be able to write one.
What the guest sees#
- Email: the subject is "How was your stay at (business name)?". It contains rating buttons from 1 to 5 and an Open the survey button. Pressing a rating button opens the survey with that rating preselected; nothing is saved until the guest presses Send.
- Survey page: your logo and business name, the Stay dates, choices 1–5 labelled Very poor, Poor, Okay, Good, Excellent, an optional comment box and the Send button. On Pro, if you set brand colors, the page uses your business's color (Widget).
- Language: the email and the survey come in the guest's language (Turkish, English, German or Russian); the guest can switch the language on the page.
- After sending:
| Rating | What the guest sees | What happens in the panel |
|---|---|---|
| 4–5 | "Thank you! We were delighted to have you." On Pro, if you entered links: "Would you share your experience with other travellers?" with Write a Google review / Write a Booking.com review buttons. | The review goes to Recent reviews. If the guest presses a review button, the click is added to Sent to reviews. |
| 1–3 | "Your feedback has been passed to our team. We're sorry about your experience and will get in touch with you shortly." No review link is shown. | The review goes to Needs attention; a bell notification and an email are sent. |
If an invalid link is opened, the guest sees "This survey link is invalid or has expired."
Handling low ratings#
When a guest gives 1–3 points:
- A Low rating: N/5 from (guest) notification appears in the bell. It contains the booking number, the guest's phone/email and the comment; clicking it opens Reviews.
- An email with the same information goes to people who have turned on Low-rated reviews under Settings → Notifications (by default only the Full access user).
- The review is added to the Needs attention list and the red number in the left menu goes up.
Step by step:
- Find the card in Needs attention: the stars, the guest's name, the comment (or "No comment left."), the Booking (number) link, the phone and the email.
- Contact the guest by phone or email. Click the link for the booking details (Bookings).
- Optionally write what you did in the note box (e.g. "Called the guest, issued a refund"; at most 500 characters).
- Press Mark as handled. The card leaves the list, the number in the menu goes down, and the review appears in Recent reviews with a Handled: (note) chip.
Tips and common mistakes#
- No surveys are sent at all: The survey is off by default; turn on Send a satisfaction survey after check-out and press Save Changes. Only bookings with the status Confirmed or Completed get a survey.
- The guest has no email: A guest without an email address gets no survey. Fill in the Email (optional) field on bookings you enter manually with + New Booking (Bookings).
- No redirect on Basic: On Basic the link fields are locked and Sent to reviews shows "—"; the survey and low-rating alerts still work.
- The same survey for everyone: Airoomier does not filter who gets the survey by rating or anything else; only the link shown after the survey differs. Check the review rules of Google and Booking.com yourself as well, and do not offer guests discounts or gifts in return for reviews.
- No low-rating email arrives: Check that your Low-rated reviews switch is on under Settings → Notifications, and check the spam folder.
- I turned off the survey and old reviews are still there: That is normal; turning the survey off only stops new emails.
- Respond quickly: Reaching a guest who gave a low rating on the same day often keeps the problem from turning into a public review.