Reading feedback and replying to reviews

The Reviews page has two halves.

Feedback is what guests sent through your own form. It comes straight to you and goes nowhere public. Each one shows the stars, the date, their comment, a short summary, what they were talking about, and a What to do note. A strongly negative one is flagged Needs attention.

Where the guest left an email and we have drafted something worth sending, you get Copy the reply. It is marked "Drafted, not sent. Read it before you use it", and we mean it. Nothing is sent on your behalf. You copy it into your own email and change whatever you like.

Mark resolved is the only other button. It is for your own tracking and the guest never sees it.

Public reviews. This is the half to be clear about: we do not import your Google reviews. When somebody leaves one on Google or Tripadvisor it will not turn up here on its own. The page says so. If public reviews are already listed, they were put there another way, and their buttons are Copy the reply and I have posted it, which only records that you did. We never post anything to a review site.