Handle reviews and rate your guests

Reviews gather in the Sales & marketing menu, under Reviews. The page is titled Guest reviews and announces “View, reply to and publish the reviews of your stays.”

Two origins only, and they do not behave the same way. A direct review is one you enter yourself from a reservation — that is your only way to create one. A channel review arrives from Airbnb, Booking or Abritel/Vrbo and lands on its own, with nothing for you to do.

The path, screen by screen

1. Find a review

   Two dropdowns at the top of the page: Listing, which stays on All listings, and Visibility, with All reviews, Published and Hidden. Below them, channel pills appear — All, then YStay, Airbnb, Booking, Abritel/Vrbo — but only when a review from that channel sits on the page shown.

   With no review at all, the screen shows No review and “Reviews collected from your channels and direct reservations will appear here.”

   

2. Reply

   Below the review, the Reply field and the button of the same name. Your text appears at once under the heading Your reply, and it goes out to two places at once: to your public site immediately, and to the originating channel in the background.

   That second trip has states of its own, shown in small print under the reply: Sending to Booking…, then Delivered to Booking, or Not delivered to Booking — your reply remains visible on your site, with a Resend to Booking button (the channel name replaces the one in the example).

   Some reviews accept no reply at all: the field is then greyed out and the screen warns “This channel does not accept replies to this review.”

3. Publish or hide

   At the bottom of each card, a single button toggles the state: Hide removes the review from your booking site, Publish puts it back. The badge at the top of the card follows — Published or Hidden. None of this touches the review at the channel, which stays visible on its platform.

4. Enter a review received offline

   A guest who booked direct wrote you a note? Open their reservation: the Guest reviews card carries the Enter a review (direct booking) form — a star Rating, a Guest name (optional), a Comment (optional), then Save review. The review joins the Guest reviews page and your site like any other.

5. Rate the guest, for yourself

   Under that same card, Your rating of this guest is something else entirely: “Visible only to you — never shown to the guest.” Five stars, a Private comment (optional), Save rating — and Delete rating if you change your mind. One rating per reservation.

   When the guest has stayed before, a banner says so above the stars: Already stayed 3 times · average 4.5★ · last stay on 12/07/2026. That same history is what puts the Returning badge on your reservation list.

   

Rating a guest on the originating platform

For a reservation that came from a channel and reached the Checked out status, a Review this guest on Airbnb button appears under the private rating, with a countdown such as 12 days left. It is a plain link to the channel's extranet: YStay sends nothing there, and your private rating never travels up. The window shown is 14 days from the scheduled departure date, as an indication — the rule that counts remains the platform's own.

What your public site picks up, and what it ignores

From each published review, the booking page picks up the name, the rating, the comment and your reply. Nothing else leaves.

Next steps

• Take your first reservation and run your calendar — the statuses and channels these reviews come from.
• Reply to your guests (inbox) — the conversation thread, not to be confused with a public reply to a review.
• The other operations guides — the stay, incidents and what comes after.