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Read guest feedback, find replies that need attention, and turn an operational complaint into follow-up work. Use the overview for trends and the individual review for the context needed to respond.

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Main areas

The Overview summarizes ratings, response rate, and trends. The Reviews list lets you search and filter individual records. Needs response focuses on reviews still waiting for a reply. Open a review’s Details for its source, property, guest, and related stay or task context.

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Review guest feedback

Open Reviews, choose the period and property scope, and filter by source, rating, sentiment, or response status. Select a review and read the full text before deciding what to do next. Check the linked property and reservation before preparing a response. Follow the steps below to publish a reply or assign repair work.

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Draft and publish a reply

Open the review’s reply controls and write the response. If you use Generate draft, choose the agent when offered, then check the proposed wording against the review and stay. Acknowledge the specific feedback and explain the relevant action without including private guest details. Choose Save draft when another teammate should review the text. When the reply is ready and publishing is supported, select Publish reply, check the destination in the confirmation, and confirm. Wait for the result: Publishing means provider confirmation is still pending; Published confirms the recorded send outcome. Do not submit the same reply again while confirmation is pending. If publishing fails, read the error and check the source before retrying.

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Check whether the source supports replies

Trellis can publish supported booking-channel reviews through Guesty and Calry, and Airbnb reviews through a direct Airbnb connection. Availability also depends on the individual review having a valid source record and an eligible channel. Hostaway and Kross review connections do not currently publish replies from Trellis. Use the source platform for those responses. Google, Direct, and Other reviews also have no supported PMS reply destination here. Saving a draft does not change that limitation.

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Turn feedback into work

If a guest reports a broken blind, open the property and create a task describing which room is affected and what needs fixing. Add the relevant reservation context and assign the work. Return to the review to prepare the public response with the repair’s actual status. Confirm the repair is complete before describing it as resolved in the reply.

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Common problems

Clear filters, confirm the review exists in the connected source, and check whether that channel or PMS has synced it into Trellis.
Check whether that source supports replies from Trellis and whether the draft still needs review. Inspect any send error before retrying.
Check the linked reservation and the integration’s property mapping. Correct the source association before using the review for property reporting.
  • Insights — review trends with consistent filters.
  • Create a task — follow up on a property issue.
  • AI Hub — maintain reply guidance and knowledge.