Overview
This feature helps property managers turn positive guest moments into powerful public reviews while gathering valuable private feedback for internal improvements. Through guidebook pop-ups, topic interactions, and AI Chatbot ratings, you can drive more 5-star ratings and hear directly from your guests.
ℹ️ The "Leave a review pop-up" is included on some plans only. On the legacy Hub, the setting is still marked as Beta.
Table of contents:
How It Works
💡 When it appears
This smart pop-up is triggered during positive guest interactions, such as:
A guest gives a thumbs-up on a topic.
A guest leaves a positive rating in the AI Chatbot.
A guest clicks "I love this guide" in the pop-up (legacy guidebook design only).
In the last 24 hours before check-out, when the guest opens the guidebook from their personal invitation link. It isn't sent as a notification: it only appears while the guide is open. Guests using a general guide link or QR code have no check-out date in the guide, so this trigger doesn't apply to them.
⚙️ Before you start
To use the "Enjoying your stay?" pop-up, make sure you've enabled these tools first:
⭐️ What happens next?
Once these are active, the pop-up will automatically appear to guests during their stay.
Guests give 4-5 stars → redirected to your public review page (e.g., Google Maps Reviews page)
Guests give 1-3 stars → shown a private feedback form instead of the public review link. Depending on your settings, the form can ask for a written comment and the guest's email address.
Guests click "Maybe later" → the pop-up closes. In the legacy guidebook design it minimises into a ribbon they can reopen later.
Once a guest submits feedback, the pop-up won't appear again during that visit. If they come back to the guide later, for example after closing their browser, a new positive interaction can show it again.
You receive more positive public reviews, while private comments help you understand and improve the guest experience, all without lifting a finger.
How to Enable It
In the new Hub
Go to Guidebooks and click Guidebook defaults, then open the Settings tab. (If you only have one guidebook, open that guidebook's Settings tab instead.)
In the Guest engagement card, find Leave a review pop-up and click Settings. The Get reviews window opens.
Add your:
Public review link (e.g., Google Maps)
Email address for review notifications: at least one email address is required to enable the pop-up. Every rating a guest submits is emailed here.
For the private feedback form shown after a 1-3 star rating, set Guest E-mail and Text feedback to Optional, Mandatory or Don't ask.
Save, switch the pop-up on with its toggle, then click Save Changes in the bar at the bottom.
In the legacy Hub
Go to Settings > Preferences
Scroll to "Leave a review pop-up" and click Edit
Toggle the feature to Enabled via the feature settings window
Add your public review link (e.g., Google Maps) and at least one notification email address. Every rating a guest submits is emailed there.
Decide whether the guest's email and written feedback should be optional, mandatory, or not asked for 1-3 star ratings.
Click Save
How to Test It
There's no test mode, but you can trigger the pop-up yourself:
Make sure Leave a review pop-up and Content feedback are both switched on. In the new Hub, you'll find them in Guidebooks → Guidebook defaults → Settings → Guest engagement. In the legacy Hub, they're in Settings > Preferences.
Open your guidebook in a private (incognito) browser window.
Open any topic and give it a thumbs-up: Yes under "Did you find this helpful?" in Guidebook 2.0, or 👍 under "Did you find this useful?" in the legacy guidebook design.
The pop-up appears. Tap Maybe later if you don't want your test to count as a rating.
To test again after submitting a rating, close all your private windows first, then open a new one.
Change the Settings for Individual Guidebooks
If you have more than one guidebook, you can give a guidebook its own settings instead of the Guidebook defaults.
In the new Hub
Open the guidebook and go to its Settings tab.
In the Guest engagement card, find Leave a review pop-up and switch off Use Guidebook defaults.
Click Settings to choose this guidebook's review link, notification email and feedback form fields, and use the toggle to switch the pop-up on or off for this guidebook. Then click Save Changes in the bar at the bottom.
In the legacy Hub
Go to the Guide Details page of your chosen guide.
Scroll to the "Leave a review pop-up" section and click Edit.
In the settings window, you can override the default settings:
Choose whether the pop-up is enabled for this guide.
Provide a different public review link.
Adjust whether to collect guest contact details.
Save your changes - these will apply only to this specific guide.
What Guests See
A subtle star-rating pop-up triggered after positive actions
Based on their rating, guests are directed to the review platform to share their feedback publicly, OR to the feedback form to share private feedback with you
The experience is mobile-friendly and distraction-free
In the legacy guidebook design, if postponed, a ribbon appears, then shrinks into a floating star icon so guests can give a review when ready
Where to See Feedback
Notification emails: every rating a guest submits is emailed to the address(es) in Email address for review notifications.
Data Dashboard (new Hub): go to Data Dashboard → Summary and find the Property rating card. It shows your average rating, number of responses and rating breakdown. Use its menu to Download CSV or Download XLSX with each rating, comment and guest email (if given).
Data Dashboard (legacy Hub): view average ratings and number of submissions.
Download (legacy Hub): go to Guides > Downloads and use Download property feedback to download detailed feedback with ratings, comments, and guest contacts (if provided). In the new Hub, use the download on the Property rating card instead (the Data Dashboard is included on every plan except Free).
Only submitted ratings are recorded, so there's no count of guests who saw the pop-up and closed it.
Best Practices
Add a review link to Google Maps
Use a notification email address you check often, so you can respond quickly to 1-3 star ratings
Related Features
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.