The Reviews & Policies section gives property managers a clear, comprehensive view of guest satisfaction across their portfolio. It brings together long-term trends, competitive benchmarks, and listing-level insights so you can understand how guests experience your properties and where operational improvements can make the biggest impact. This page is designed to help you elevate service quality, demonstrate value to clients, and track shifts in guest sentiment over time.
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You can access the Reviews section from the left-hand navigation menu, as highlighted below.

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​Snapshot Summary
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Average Property Rating

This is showing the average Airbnb rating for the selected properties from last month, compared to the rating from 90 days, 12 months, or 2 years prior depending on what filters you have selected.

This is to assist with tracking overall guest satisfaction over time and identify trends. For example, if the average rating has dropped over the past year, it may indicate areas for improvement in property maintenance or guest experience.

Shows the total number of reviews received by the selected properties as of last month, compared to totals from 90 days, 12 months, or 2 years ago.

This is useful for understanding guest engagement and property popularity. A growing number of reviews can signal strong guest interest, while a decline may highlight the need for marketing or guest experience improvements.

Displays the average response rate for your portfolio or the properties you have selected. This is calculated as the percentage of guest messages responded to within 24 hours, based on data from last month, and compared to response rates from 90 days, 12 months, or 2 years ago.

Helps property managers maintain high service standards. A drop in response rate could indicate workflow challenges or the need for automated messaging tools to ensure timely replies.

Shows the percentage of 5-star reviews received by the selected properties as of last month, compared to 90 days, 12 months, or 2 years prior.

Provides insight into guest satisfaction at the highest level. Tracking the share of 5-star reviews can help hosts identify which properties consistently exceed expectations and which might need attention to improve guest experience.

The first section of this page highlights how your review scores have evolved across key categories, including overall rating, value, communication, cleanliness, accuracy, location, and check-in. These time-based insights allow you to quickly identify strengths, pinpoint areas that may require attention, and measure the impact of operational updates. Whether you're preparing performance reports or showcasing results to prospective owners, these trends help you tell a clear story about guest experience.

You can also benchmark your review performance against competitors, comp sets you define, broader markets, or only the listings that matter most to you. This comparison helps you understand your position within the competitive landscape and find opportunities to differentiate your services. If you're focusing on improving a specific category—such as communication or cleanliness—these comparisons provide helpful context for your efforts.

Beyond static comparisons, you can analyze how competitor review scores shift throughout the year. This visibility helps you recognize seasonal patterns, understand whether competitor performance is strengthening or declining, and set clearer expectations with property owners. It also enables you to respond strategically to market-wide changes in guest sentiment.

This section shows how your star ratings—ranging from 1-star to 5-star reviews—are distributed over time. Monitoring these patterns makes it easy to identify unusual dips, track the consistency of your highest ratings, and understand how operational decisions influence guest satisfaction. These insights are also valuable when communicating reliability and service quality to homeowners.

A detailed table view gives you a listing-by-listing breakdown of review performance, including total review count, location details, and results for selected time periods. This visibility helps you highlight standout listings, identify those needing more attention, and prioritize follow-up with owners when improvements are necessary.
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You can review guest feedback with sorting options such as most recent, highest rated, or lowest rated. This feed supports quality-control efforts, owner communication, and ongoing monitoring of guest sentiment. It also helps you spotlight especially positive guest experiences when demonstrating value to clients.
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Filters across markets, submarkets, property types, listings, and custom comparison sets allow you to tailor your analysis to your needs. All charts and tables can be exported as CSV files, making it easy to build reports for clients, leadership teams, or internal planning.