Bookings · How-to
Read and answer client reviews
See what clients say about their visits, reply publicly on your booking page, and hide a review that breaks the rules, keeping the reason.
Open the reviews
Bookings › Reviews shows your average rating, the number of reviews and how many are unanswered. Filter by “All”, “Unanswered” or “Hidden”, by rating, and by staff member.
Know where they come from
A client signed in to their account can review a visit once it is done. The review appears on your booking page at once and counts toward the rating of the person who did the visit, on their team page. A review request by email shows five stars to a client with an account; each opens their visit with that rating chosen. A review appears under the name on the client’s account.
Reply
Press “Reply”, write your answer and press “Save”. It appears under the review on your booking page. “Edit reply” changes it, and clearing the box withdraws it.
Hide a review
Press “Hide”, write “Why” and press “Hide” again. The review comes off your booking page and out of your rating, but it is kept here with the reason. “Show again” puts it back.
Reported and removed reviews
A review with slurs or obscenities is refused when the client posts it. Anyone reading your booking page can report a review to Setvos; Setvos decides, never you, and you are not told who reported it. If Setvos removes one, it shows here as “Removed by Setvos” with the reason, appears under the “Removed by Setvos” filter, and leaves your page and your rating. You cannot reply to it, hide it or show it again. Setvos may restore it, and you see the reason in your activity log either way.
Common questions
- Can I approve reviews before they appear?
No, reviews appear straight away. Answer a complaint in public, and hide only what breaks the rules, such as abuse or a review meant for another business.
- Who can reply to or hide a review?
Anyone whose role may change bookings settings, usually an owner or admin.
- Can I ask Setvos to remove a review?
Report it from your booking page like any reader, with the reason. Setvos removes a review only when it breaks the review rules, not because it is negative.
- Can I answer reviews on the phone?
Yes, in Reviews: the average, the total and how many are unanswered, with All, Unanswered, Hidden and Removed, and filters by rating, person and place. Reviews publish immediately. Reply publicly, or clear the reply to withdraw it; Hide a review with a reason — Spam, Abusive or Not our client — and show it again at once. A review Setvos removed after a report shows “Removed by Setvos” with the reason and cannot be replied to, hidden or shown again; only Setvos’s admins remove or restore a reported review. Changing reviews needs the bookings settings permission.
- Can clients report a review in the app?
Yes: ⋯ on a review has “Report this review”, with a reason, and the review then disappears for the client who reported it; Setvos decides the report. “Hide reviews by this person” hides one reviewer’s reviews at your salon on that phone only, and the client can show them again from Preferences.
- What do clients agree to before reviewing in the app?
After a visit the app asks how it went: stars, an optional comment, and the line that the review is published straight away and you can reply. Posting means accepting the review rules, which open from the sheet.
Read next
Design and publish your booking page
Give each place a booking page in your colours, with a hero, photos, team profiles, your links, a promo and the sections you choose, preview it, and publish when it is ready.
What clients see when they book online
How a client books from your page, which messages they get, how they change or cancel with their link, how they join your waitlist, and what can stop an online booking.
Switch on automatic messages
Turn on the welcome, win-back, birthday, review request, unfinished booking, deal stage, overdue invoice and missed-call messages, and change what each one says.
Review rules, and reporting a review
What a review on a booking page may say, how to report one that breaks the rules, and what happens next.
More in Bookings
- Bookings: your diary, staff rota and online booking page
- Find your way around the appointments diary
- Book an appointment for a client
- Check in, finish, move or cancel an appointment
- Take payment for a visit at the till
- Set up your services, prices and categories
- Visits at the client’s address, and prices by size
- Offer group classes, packages and services that need more
- Cut no-shows with deposits and cards on file
- Plan the staff rota and publish it
- Keep a waitlist and offer freed slots
- Book standing appointments and recalls
Open in Setvos
Signed in? This article is also in the Help menu of the app.
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