Follow the guest reviews
Read the reviews imported from your booking software, link them to the right cleaning, compare your cleaners and your properties, and choose what the cleaner sees.
The video for this guide is coming soon.
The reviews left by guests arrive on their own from your booking software. Each review is linked to the cleaning that prepared the stay: you know which cleaner did the cleaning that was rated. Use this article to read the reviews, correct a link, compare cleaners and properties, and hide a review from a cleaner. Allow 5 minutes a week.
For the faults spotted on the end-of-cleaning photos, see the AI reports.
Read the reviews of a period
Step by step
- 1
Open the Quality › Guest reviews menu. The current month is shown.
- 2
Read the four figures at the top. Each one is compared with the previous period.
- 3
To change period, click the dates badge, then fill in “From” and “To”.
- 4
Filter if needed: “All properties”, “All cleaners”, “All channels”, or the rating.
- 5
Click a review. The review window opens, with the whole comment and the ratings by category.
| Figure | What it measures |
|---|---|
| “Average overall rating” | The average of the overall ratings, out of 5 |
| “Average cleanliness rating” | The average of the cleanliness ratings, out of 5 |
| “Number of reviews” | The number of reviews in the period |
| “Reviews rated 4.5 or more” | The share of reviews rated 4.5 or more |
On each review, the label “Cleaning by”, followed by the cleaners' names, says who prepared the stay. The cleanliness rating is green from 4.5 and red below 4.
Correct the linked cleaning
Do this when the review is linked to the wrong cleaning, or to none.
Step by step
- 1
Turn on “Reviews without a linked cleaning” to see only the reviews without a cleaning.
- 2
Click the review. Its window opens.
- 3
Under “Linked cleaning”, click Correct the link.
- 4
Under “Choose a cleaning”, click the right cleaning: each line gives the date and the cleaners. The message “Link corrected” is shown.
Compare the cleaners and the properties
Step by step
- 1
Click the By cleaner tab. The table gives, per cleaner: the number of reviews, the cleanliness, the overall rating and the last review.
- 2
Click a column heading to sort.
- 3
Click the By property tab for the same reading, property by property.
- 4
Go back to the “Reviews” tab and read “Strengths” and “Areas for improvement”: these are the subjects that come up again in the comments.
Hide a review from the cleaner
Cleaners see their reviews in their app. You can hide one, for example an unfair review that is not about the cleaning.
Step by step
- 1
Open the review.
- 2
Under “Visibility for the cleaner”, click Hide from the cleaner.
- 3
Enter the “Reason for hiding”.
- 4
Click Hide. The message “Review hidden from the cleaner” is shown.
- 5
To go back, click Make visible to the cleaner.
On the cleaner's side, see See your reviews.
Move a review to the Bin
For a duplicate review or one that arrived by mistake.
Step by step
- 1
Open the review.
- 2
Click Move to the Bin. The “Move this review to the Bin?” window opens.
- 3
Confirm. The message “Review moved to the Bin” is shown and the review leaves the list.
Export the reviews
Step by step
- 1
Set the period and the filters.
- 2
Click Export reviews. A CSV file of the reviews shown is downloaded.
Frequently asked questions
Can I reply to a review from The Big One?
No. The reply is made in your booking software. If a reply has been published, it is shown in the review window, under “Published response”.
How do the reviews arrive?
They are imported automatically from your booking software. There is neither an import button nor manual entry on this screen.
How is a review linked to a cleaning?
By the booking when it is known, otherwise by the property and the date. The review window says so under “Linked cleaning”.
Does the cleaner see all their reviews?
They see the reviews of the cleanings they did, except the ones you have hidden. On each review, the label “Visible to the cleaner” or “Hidden from the cleaner” is a reminder of this.