Respond to private feedback

What you'll need

• The Reputation Engine add-on enabled

Steps

1. Go to Reputation > Feedback to see the private feedback inbox — every submission a guest sent through the private-feedback option instead of (or alongside) a public review.
2. Every review request offers both options side by side, so private feedback isn't limited to guests who'd otherwise have left a bad public review — treat this inbox as a general listening channel, not just a complaints queue.
3. Read each submission and use it to follow up directly with the guest if they've left contact details, or to spot a recurring issue across a location.
4. Private feedback never becomes a public review and isn't published anywhere — it's for your eyes only.

Best practice: check the feedback inbox on a regular cadence even if it's usually quiet — a single detailed submission (for example, about WiFi speed or portal reliability) is often more actionable than a star rating.

Related articles

• Reputation Engine overview
• Set up review requests