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Stay rating and public review

A 1–5 rating from the “Thank you” email link, a comment to the hotel, a low rating in team chat, where to see ratings

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Stay rating and public review

After check-out the guest gets a link to a short form: a rating from 1 to 5 and, optionally, a comment to the hotel. Only the hotel team sees the rating — it does not become a public review. Next to it the guest sees buttons for your review sites (Google, Booking.com, Tripadvisor and others) — the same for any rating.

Who: the hotel owner and manager (setup and handling ratings), front desk staff (viewing in the booking). The location's business type must be "Hotel", and check-outs must be done in the Cenaly PMS.

Turn on stay rating#

Stay rating is off by default.

  1. Open Rooms → the Hotel settings window → the Stay rules section → Guest emails about the booking.
  2. Turn on Ask for a stay rating after check-out.
  3. Save.

Now the “Thank you for staying” email gets a button to our rating form. The review-site buttons stay in the email for every guest.

  • The guest gets the link in the “Thank you for staying” email the day after check-out — the Rate your stay button with the text “How was your stay? Rate it in one tap — the hotel team reads every rating.”
  • The button appears only if the booking is checked out and stay rating is on.
  • You can also put the link into your own message rule — with the “Stay rating form link” placeholder (see Guest message templates and rules). This is useful if you have turned off the standard “Thank you” email.

The link is personal — tied to the booking. The page removes the code from the address right away.

What the guest sees#

  1. The link opens the hotel's page with the question How was your stay?.
  2. The guest sets Your rating — 1 to 5 stars.
  3. Optionally, they write in the Tell the hotel directly block: “Only the hotel team sees this. It does not become a public review.” The comment is up to 2000 characters.
  4. They tap Send and see “Thank you — the hotel received your rating”.

Below is the Leave a public review block with “Review on {platform}” buttons and the note “These links are the same for every guest, whatever the rating. They open the review site itself.”

The form is available in English, Russian, Georgian, Turkish, Spanish and Portuguese; other languages show English.

Changing the answer#

  • The guest can change the rating with the same link: they see “You already rated this stay: N out of 5. You can change it.” and the Update my rating button.
  • It can be changed up to 20 times and within 60 days after check-out. A rating before check-out is not accepted.
  • After a change, the rating status goes back to “New”.
  • ⚠️ The comment field opens empty when changing, and the new answer replaces the old text: if the guest changed only the stars and did not retype the comment, the previous comment is erased.

One rating per stay.

Who sees the rating#

  • Only the hotel team. The rating is not published in the menu or on the website and is not sent to external sites. The guest's name and phone are not copied into the rating.
  • A low rating (3 or below) arrives in the team chat as a card “Low stay rating: N of 5…” with the room and dates — without the comment text or phone — asking you to contact the guest.

Where to look:

Where What you see
Booking card, the Guest rating of the stay block The rating and comment, “changed by the guest N×”, the “Open in Reviews” link
Guests (guest directory) The guest's average rating across their stays
Reports “Stay ratings, last 90 days”, the average and “N low without a decision”
Reviews → the Own reviews tab Ratings marked “Stay rating”, with an “Open booking” link and the statuses “New”, “Seen”, “Resolved”

While there is no rating, the booking block says “No rating yet. The guest gets the rating link in the “thank you” email the day after check-out.”

External review sites#

  1. Open Reviews → the Platforms tab.
  2. Add links to the hotel's pages: Google, Tripadvisor, Booking.com, Expedia, Agoda, Airbnb, Yandex, 2GIS and others.
  3. Turn on Show to guests for the sites you want.

In the “Thank you” email the guest sees at most three sites; on the rating page — all enabled sites that have a link.

The review-site buttons on the stay rating page do not depend on the rating: a guest with one star sees the same buttons as a guest with five. The system does not filter unhappy guests away from public reviews.

Not available yet#

  • A rating link before check-out or without the setting turned on.
  • A rating later than 60 days after check-out and more than 20 changes.
  • Publishing the stay rating or sending it to external sites.
  • More than three sites in the “Thank you” email.
  • Keeping the previous comment when the rating is changed.

FAQ#

Will other guests see the stay rating?#

No. The rating and comment are visible only to the hotel team. The guest leaves a public review themselves on an external site with the button.

Check that stay rating is on, the check-out was done in the PMS and the booking has the guest's email. The link arrives the day after check-out in the “Thank you for staying” email. If that email is off, add the “Stay rating form link” placeholder to your own rule.

Can I show review buttons only to happy guests?#

No. On the stay rating page the review-site buttons are the same for every guest, whatever the rating.

How do I learn about a bad rating right away?#

A rating of 3 or below arrives as a card in the team chat. Handle it and mark it “Resolved” in Reviews.

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