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Reviews — responding, moderating, and showcasing on your website

Reply to reviews, hide the abusive ones, and pick which ones go on your public site.

Once review collection is on, reviews start coming in. This guide is the day-after — what to do with them.

Where reviews live

Team → Reviews. Each review row has:

  • The customer (or "Anonymous" if they didn't sign in)
  • The booking it's tied to
  • Star rating (1–5)
  • Free-text review
  • Submitted date
  • Status: Pending moderation, Published, Hidden

Moderation flow

By default new reviews are Pending moderation and don't show on your public site until you approve them. Switch to auto-publish under Settings → Reviews → Auto-publish if you trust your customer base — then only ★1 and ★2 reviews stay pending for review.

When pending, you can:

  • Publish — moves to Published, appears on your public site (if showcasing is on).
  • Hide — moves to Hidden, never appears on the public site, but stays in the database for compliance + reports.
  • Reply — write a public response shown alongside the review on your site.

Don't delete reviews — Hide is the right move. Deletion isn't audit-friendly and a customer who comes back saying "you removed my review" is a worse problem than just leaving it Hidden.

Replying

A short reply per review (especially the negative ones) shows everyone reading later that you care. The reply is shown indented under the review on your public site with your salon name.

Tone tips:

  • Thank them for the feedback regardless of star rating.
  • Address specific things they mentioned. Generic "thanks for your feedback!" reads as canned.
  • For 1-star reviews, acknowledge + invite them to email you to make it right. Don't argue in public.
  • Never disclose details about another customer in a reply.

Showcasing on your public site

If you have a public site (Settings → General → Public website), reviews auto-render on the Reviews section. Toggle Settings → Reviews → Show on website to hide the section entirely.

Per-review showcasing:

  • Pin — pin a review to the top of the carousel. Use sparingly.
  • Feature on homepage — show this review on your salon site's hero section. One at a time; picking a new one un-features the old.
  • Hide from public (without unpublishing) — still in your reports but not shown to visitors. Useful for reviews about a discontinued service.

Verified vs unverified badge

Reviews that came from the post-visit SMS/email flow (where the review form was tied to a real receipt) get a Verified badge on the public site. Manually-typed reviews (admin pasting them in from an old Google review) don't get the badge.

Reports

Reports → Reviews breaks down:

  • Average rating overall + per staff member
  • Trend over time (rolling 30-day average)
  • Reply rate (% of reviews you've responded to)
  • Top mentioned services
  • Distribution of star ratings

Useful for staff one-on-ones and for spotting systemic issues (e.g. a sudden dip after a process change).