Messages, reviews and results
Where a guest’s star rating goes
Four and five stars go to your review page. One to three come to you.
A row of five stars headed "How are we doing?" sits on the welcome page a guest sees after signing in, below whatever blocks you have added. The same stars appear in the review invitation email. Where a guest lands next depends on how many they tapped.
Four or five stars go to your public review page, on Plus and Max.
One, two or three stars go to a feedback form we host under your branding. On Plus and Max those come back to you privately, on the Reviews page, and are not published anywhere.
If you have not set a review link, everybody goes to the feedback form, including the five-star taps. On Grow the review link is not used, so every tap opens the feedback form.
You set the link on the Reviews page under Settings, then Review link and invitations, or under Automations, then Where five-star reviews go. There is a Trustpilot box on that screen as well, but it is saved for later and nothing uses it yet. Google is the only destination in use today.
You should know what Google says about this, because the risk lands on your listing rather than on us. Google’s contribution policy prohibits review gating, which means selectively encouraging positive reviews or discouraging negative ones. Sending only four and five star taps to your public page is that pattern. The same policy also discourages asking for reviews while a customer is still on your premises, and the star row sits on the page guests see just after they connect.
What that could cost you. Google acts on the business listing: reviews removed, and in serious cases the profile suspended. For most venues a Google listing is not something you would want to gamble with, so this is a decision to take deliberately rather than by leaving a setting alone.
If you would rather not. Leave the review link blank and nobody is sent to Google from the star row: every tap, five stars included, opens your feedback form. On Plus and Max what guests write there arrives on the Reviews page. Switching the review invitation off in Automations stops the emailed version as well. The star row itself is on the welcome page for every venue and there is no switch for it yet, so if you want it gone, send us a message from the contact page and say so.
One thing that is never allowed, by Google and by us: offering anybody anything in exchange for a review. Not a free drink, not a discount, not entry to a draw. There is nothing in the product that lets you do it and we will not build it.
If this did not solve it
Send us a message. Tell us the venue name and what you were doing when it went wrong, and a person will reply.