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Universal Search Term: To locate this page quickly, search for Reviews.

Location: Setup – Website – Reviews

App – Properties – All Properties – (Select a property) – More – Show Reviews

Required Setup: To view this page, you must have one of the following roles: Bookkeeper, General Manager, Marketing Manager, or a custom role that includes the permissions for any of these roles.

Scope: This feature is available for Kigo Plan 3 and above.

About the Reviews Page

After a guest's stay, they can choose to submit a review that details their experiences. The guest can either submit the review from a link in their Post-Stay letter, or by submitting the review through a third-party channel, such as FlipKey or Trip Advisor.

ReviewsFrom here, you can manage all existing reviews, respond to reviews, and create new reviews.

Some common actions that you can perform include:

  • Posting a Response to an Existing Review.
  • Creating a New Review.
  • Making Changes to an Existing Review.
  • Changing the Status of Reviews.
  • Deleting Reviews.

Field Definitions

Search Filters

Use the search filters at the top of the Reviews page to locate existing guest reviews that you want to work with. You can use any or all of the following options to locate a specific review. Once you enter the search criteria, click Search, and the Reviews List is updated.

  • Responded?: To filter the list of list of reviews based on if the property has posted a response to the review, select one of these options from the drop-down list, and then click Search.
    • [All Reviews]: This returns all reviews, including reviews that have a response and reviews that do not have a response.
    • No: This returns reviews that do not yet have a response.
    • Yes: This returns reviews that already have a response.
  • Related To: To filter the list of reviews based on whether the review is for a property or development, select the appropriate option from this drop-down list, and then click Search.
    • Property: If you select this option, only reviews related to properties return.
    • Development: If you select this option, only reviews related to developments return.
  • Related To Value: To only show reviews for a specific property or development, select the appropriate entity from this drop-down list, and then click Search.
    • [All]: This returns all reviews.
    • (Property Names): Property names appear here when you select the "Property" item from the Related To drop-down list. Select the specific property by name.
    • (Development Names): Development names appear here when you select the "Development" item from the Related To drop-down list. Select the specific development by name.
  • Reviewed By: To filter the list of reviews based on the name of the reviewer, enter some or all of the reviewer's name here, and then click Search.
  • Source: To filter the list of reviews based on where the review originated, select the appropriate option from this drop-down list, and then click Search.
    • Control Panel: Select this option to view reviews entered by a staff member using Kigo.
    • FlipKey: Select this option to view reviews submitted using FlipKey.
    • HomeAway: Select this option to view reviews submitted using HomeAway.
    • Solution Site: Select this option to view reviews submitted through a Kigo web site, using the link provided to the guest in the Post-Stay letter.
    • Trip Advisor: Select this option to view reviews submitted using Trip Advisor.
  • Title: To filter the list of reviews based on the review title text, enter some or all of the words from the title, and then click Search.
  • Status: To filter the list of reviews based on the status of the review, select the appropriate option from the list below, and then click Search.
    • [-ALL-]: All reviews return.
    • Active: Only active reviews return.
    • Inactive: Only inactive reviews return.
  • ID: To filter the list of reviews based on the Kigo record identification number, enter the complete ID number here, and then click Search.

Reviews List

  • ID: This is the unique Kigo record identification number associated with the review. To the left of this number is a status indicator for this review. A green icon indicates that the review is active, while a red icon indicates that the review is inactive.
  • Added On: This is the date and time that the record was added.
  • Title: This is the title of the review. The second line in this column shows where the review originated from, such as FlipKey, or Control Panel. To filter the list based on this source, click the link.
  • Related To: This is the property or development that is the subject of the review. The second line shows the name of the reviewer.
  • Responded: If there is a response entered for the review, this column shows "Yes." If there is no response entered for this review, this column shows "No" instead.
  • Ranking: This shows the number of stars that the reviewer assigned to the stay.

Posting a Response to an Existing Review

  1. From the Reviews page, use the search filters to locate the review that you want to work with. For example, to view reviews that do not yet have responses, select "No" from the Responded? drop-down list, and then click Search to update the Reviews List.
  2. To make changes to a specific review, click anywhere on the row where the review is in the Reviews List. The Review page opens, and shows detailed information about the review that you've selected.
  3. Enter your review response in the Response field.
  4. Click Save.

Creating a New Review

In some instances, you may want to create a review. For example, if a previous guest sends an e-mail message detailing their stay, you may wish to create a review for the guest.

  1. From the Reviews page, click New. The Review page opens.
  2. Enter a Title for the review. This field is required.
  3. Enter the name of the person writing the review in the Reviewed By field.
  4. Select the star Rating for the review.
  5. In the Related To field, select whether the review is about a property or a development. This field is required.
  6. The Source of the review is for informational purposes only. You cannot change where the review originated.
  7. In the Related to Value field, select the specific development or property that the review is about. This field is required. Choose the Status of the review. By default, the status is active, which means that the review appears on Kigo web sites. If you do not want the review to be public, choose the "Inactive" item instead.
  8. In the Comment field, enter the full text of the review.
  9. If you want to include a response to the review, enter it in the Response field.
  10. If you want to include any additional internal information about this review, enter it in the Notes field.
  11. Click Save.

Making Changes to an Existing Review

  1. From the Reviews page, use the search filters to locate the review that you want to work with.
  2. To make changes to a specific review, click anywhere on the row where the review is in the Reviews List. The Review page opens, and shows detailed information about the review that you've selected.
  3. Make any necessary updates to the fields.
  4. Click Save.

Changing the Status of Reviews

Changing the status of a review only affects the visibility of the review on Kigo web sites. Reviews that appear on third-party booking channels are not affected.

  1. From the Reviews page, use the search filters to locate the reviews that you want to work with.
  2. Locate the specific review or reviews that you wish to change the status of, and select the associated check boxes.
  3. Click Set Status, and then choose one of the options below:
    • Set Selected Records to Inactive: Choose this option to change the status of the selected reviews to inactive. Inactive reviews do not appear on Kigo web sites.
    • Set Select Records to Active: Choose this option to change the status of the selected reviews to active. Active reviews appear on Kigo web sites.
  4. The change is effective immediately.

Deleting Reviews

When you delete a review, the review is removed from Kigo web sites. Reviews that appear on third party booking channels are not affected.

  1. From the Reviews page, use the search filters to locate the reviews that you want to delete.
  2. Locate the specific review or reviews that you want to remove and select the associated check boxes.
  3. Click More Actions, and then choose Delete. A confirmation message opens.
  4. Click OK to delete the reviews, or click Cancel to return to the Reviews page without deleting any records.

Additional Information/Related Topics

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