Reviews

Every review guests left you, from every connected channel, in one list — with the ones still waiting on a reply at the top.

Replying

Write your reply here and it publishes back to the channel. The guest sees it where they left the review. Any member of the workspace can reply — it is guest communication, not a management action.

The list puts the ones you have not answered first, which is the only prioritisation it needs.

Scores

Channels score on different scales and different criteria. Santara stores them in a single shape, so a Booking.com 8.6 and an Airbnb 4.3 can sit in the same average without one of them being silently wrong. What is shown to you is the channel’s own scale, so it matches what you see in the extranet.

Per-criteria scores — cleanliness, accuracy, communication, location, value — are shown where the channel provides them, and are what to look at when an average moves and you want to know why.

Reviewing a guest (Airbnb)

Airbnb lets a host review a guest, and Santara can publish that review for you from the guest’s stay.

It has three parts:

• The public review — appears on the guest’s Airbnb profile.
• A private note to the guest — only they see it.
• Would you host them again? — Airbnb’s recommendation flag.

This cannot be undone

Publishing sends the review to Airbnb immediately. The public review appears on the guest’s profile and there is no way to edit or delete it. Airbnb reveals both reviews once you and the guest have each submitted one.

Why replying matters more than it looks

On Airbnb, neither review is visible until both sides have written one, or the window closes. A guest review sitting unreturned is a review your future guests cannot read yet. Doing them weekly — it is in the first-week rhythm — is worth more than doing them well.

Reviews on your booking site

Star ratings from your synced channels can be shown on your direct booking site as a section. They are pulled from what has already synced; nothing is written by hand.