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Reviews - Responding to Reviews

This support article is under construction 👷

Please pardon the incompleteness while we work on this. We have made the article visible in the meantime because the content may be useful.

Reviews for your property can have numerous benefits for your vacation rental business, including increased visibility, improved credibility, valuable feedback, and a powerful marketing tool. Positive reviews from past guests can help build trust with potential guests and increase their confidence in your property.

But what about negative reviews? Your response to a negative review can speak volumes to potential guests! OwnerRez recommends that any responses to negative reviews should remain factual and professional.

OwnerRez users can respond to a Hosted Website guest review by navigating to the individual Booking > Reviews.

Review

Click on the Pen icon Pen iconand select Edit this review from the drop-down list.

Edit Review

Click on Change Details.

Change Review Details

Users can enter their publically displayed Owner Response to the guest review.

Owner Response to Guest Review

The Additional Metadata section displays additional technical details about the review or allows OwnerRez to match up the review when doing a bulk import from listing sites. If you see details in this section that you don't remember adding, do not remove them. Ask us instead, and we'll explain where they came from.

Note that this reviewer provided Private Feedback regarding the neighbor's dog allowing the user to deal with that issue privately. The private feedback area is for record keeping but won't be displayed or sent to the guest. OwnerRez recommends that users add additional informational private notes about guests in the Notes section of the individual booking.

OwnerRez users also have to ability to determine if they wish to display the review publicly on their hosted website by checking the Show Publicly checkbox. Users can also "unpublish" the review by unclicking the Show Publicly checkbox. 

Conversely, users can also delete the review by clicking on the lower right-hand Delete Review button.

Users can save their public response to the guest review by clicking on Save.

Save Review