Guest reviews

Who this is for: anyone with messaging.review.read — Owner, Manager and Read-only hold it by default. Where: Messaging → Reviews

Reviews collects what guests wrote about the property on every channel, with the property's aggregate at the top and the reviews below.

Like the Inbox, it is organised by guest. A guest who reviewed you twice threads under one row; a guest who reviewed you once sits flat.

Catatan

On staging, reviews run against an in-process stub. Syncing, replying and the double-blind flow all behave as specified; nothing reaches a real channel.

Read the aggregate#

Above the list: how many reviews there are, the average rating, and how many you have answered.

The answered count is the one to watch. It is the number a channel's ranking cares about, and it is the only one on the screen you can move today.

Only reviews the guest can actually see count toward the average — a review still withheld under the double-blind flow is not public yet, so it is not part of your public score yet either.

What the statuses mean#

Each review says where it stands, and the guest row shows the most urgent of theirs. Every status is worked out from the review itself.

Status	What it means
Unanswered	Visible, inside its reply window, and nobody has answered it.
Replied	You answered, and the reply reached the channel.
Reply window closed	The channel's deadline passed with no reply. The reply box is gone, and the row says why.
Withheld	A double-blind review the guest has written and you cannot read yet, because you have not reviewed them.

"Reply window closed" is worth understanding: nothing happens in Nerve when a window expires. It becomes true because time passed, so a review that was answerable this morning can read as expired this afternoon with nobody having touched it.

Reply to a review#

Find the review and type into its reply box. The reply is delivered back to the channel and shown under the review from then on.

Where a reply is impossible, the row says so and does not offer the box — you find out before you write, not after you press send.

The double-blind flow (Airbnb)#

Some channels hold both reviews back until both sides have written. A review like that arrives Withheld: you can see that it exists and what it scored, and not what it says.

Write your review of the guest in the box on the row and choose Submit and reveal. That delivers your review of them, reveals theirs, and starts your reply window — the review becomes an ordinary Unanswered one you can answer normally.

A later sync will not hide it again.

Category scores#

Where the channel breaks a rating into parts — cleanliness, location, staff, value — they are listed under the review, and they roll into the per-category averages at the top. Channels that send only an overall rating simply have none.

Guests the queue could not identify#

A channel review carries a display name and nothing else, so some reviews cannot be tied to a guest profile at all. They list in a No guest profile group under the name the channel gave, and are never filed under a guest who merely shares that name.

Turning Messaging on and off#

Reviews live in the Messaging module, alongside the Inbox, and share its switch. Install and uninstall from the App Directory; switching Messaging off on a property closes both surfaces there and leaves CRS untouched.

If you used to find this under CRS#

Reviews moved out of the CRS menu and became Messaging → Reviews. The old address still works and sends you here, and everyone who could read or answer reviews before still can, with nothing to re-grant.