Quick Review

What is it for?

The Quick Review collects quick feedback from guests while they are still on the property: the guest replies with a simple All good / Something's wrong, can leave a comment and — if enabled — ask to be contacted back. It is the tool for catching dissatisfaction in time, before it becomes a negative public review, and for handling it step by step from the panel. To access it, choose the Quick Review entry from the side menu.

? Screenshot: Quick Review response list with counters

From this section it is possible to:

• browse and filter guests' responses;
• handle negative reports (status, internal notes, contact-back requests);
• configure texts, notifications, additional fields and translations.

The response list

At the top there are four counters: Responses, Positive, Negative and To handle (the contact-back requests still open). The list can be narrowed with the search box (by name, email or comment), with the All / Positive / Negative filters, by period, or by showing only the To handle ones.

Each row shows Guest, Rating, Comment, Date and processing Status. The actions: Open CRM record, Details (full response with interaction history, filled fields and internal notes) and Add note (pencil icon, negative responses only). With Export CSV you download the responses matching the active filters, including phone and additional fields.

Configuring the Quick Review

From the list click Settings: the page is organised in three cards.

? Screenshot: Quick Review settings

Settings (texts, notifications, contact request)

• Texts: Title (e.g. "How is your stay going so far?"), Subtitle, Text after positive answer, Text after negative answer and Thank-you text.
• Notifications: when to receive the alert email — All, Only negative or None. It arrives only once per submission, about 5 minutes after the guest's response.
• Contact request: Enable contact request to ask the guest whether they want to be contacted back, choosing when to offer it — Always, Only if positive or Only if negative.

The three sections are saved together with the Save button at the bottom of the card.

Additional fields

Extra fields besides the comment: for each one set the Field label, the type (Text, Date, Number, Room) and the Required flag. For the guest, the Room type becomes a menu with the property's rooms, which updates automatically. Click Save fields.

Translations

From Manage translations texts and labels are translated into the guests' languages: choose the language, use Translate with AI and check the proposed texts before Saving. Each language shows its completion status (Complete, Incomplete, Not started).

Handling negative responses

When a guest replies "Something's wrong", the report can be worked until it is closed. These tools only appear on negative responses (positive ones show a dash).

The processing status

• To handle (light blue): just arrived, still to be taken over.
• In progress (amber): being handled.
• Closed (green): resolved. It is the final status.

To advance the status, click the badge in the Status column. Advancement is forward-only and one step at a time (To handle → In progress → Closed).

? Screenshot: Status column with confirmation step

Internal notes

Notes about the handling (who was spoken to, what was resolved), visible to staff only and recorded with author and date. They can be added from the list (pencil icon, Add note) or from the details view, in the Internal notes section, in chronological order.

Contact-back requests

If the guest asked to be contacted back, the row is highlighted in light blue and the To contact badge appears under the name; hovering it becomes Manage and clicking it marks the request as handled (the To handle counter updates).

How it reaches the guest

Sending is not done from this section: it is configured in Automations, with the Request Quick Review action, where you choose the channels (Email, SMS, WhatsApp Premium) and the Backup attempt order. The invitation texts are predefined and translated into the guest's language.

The guest opens a mobile page with the configured title, chooses All good or Something's wrong, can leave a comment and fill in the extra fields; if the contact request is enabled, they indicate whether they want to be contacted back (by phone or by message, with the number pre-filled from the CRM when available).