The reviews page collects customer feedback after a rental and intelligently routes it -- high ratings are encouraged to share on public platforms, while low ratings are captured as private feedback. The page also supports post-rental tipping. The review page is accessible at /review?id={rentalId}.
Review flow
The review flow consists of multiple phases that the customer progresses through:
Phase 1: Star rating
The customer selects a star rating from 1 to 5:
| Stars | Label |
|---|---|
| 1 | Poor |
| 2 | Fair |
| 3 | Okay |
| 4 | Great |
| 5 | Excellent |
The page displays the company logo (if configured) and a personalized greeting using the customer's first name. Star labels appear dynamically as the customer hovers over or selects a rating.
Phase 2: Written feedback
After selecting a rating, the customer is prompted to write a review:
- A text area for open-ended feedback
- For 4-5 star ratings: "We'd love to hear what was great!"
- For 1-3 star ratings: "Your feedback helps us improve"
- A Change Rating link to go back and adjust the star rating
- Submit Review button to save the feedback
Phase 3: Tipping (optional)
If tipping is enabled and the customer gave 4 or 5 stars, a tipping screen appears:
- Suggested tip percentages -- configurable presets (default: 15%, 18%, 20%, 25%), displayed as buttons showing both the percentage and the calculated dollar amount
- Custom amount -- a text input for entering a custom tip amount
- Payment processing:
- If the customer has a saved card on file, the tip is charged to that card with a single click
- If no saved card, a Stripe card entry form appears inline for secure one-time payment
- Skip option -- "No thanks, skip" link to proceed without tipping
Tipping is only offered once per booking. If a tip has already been submitted, this phase is skipped.
Phase 4: Platform sharing (high ratings)
For 4-5 star ratings, if review platform URLs are configured, the customer is directed to share their review publicly:
- Copy review text -- if the customer wrote feedback, a block displays their text with a Copy button for easy clipboard copying
- Platform buttons -- branded buttons linking to each configured review platform:
- Google (blue button with Google icon)
- TripAdvisor (green button with globe icon)
- Additional platforms as configured
Clicking a platform button opens the review URL in a new tab and tracks the click-through.
Phase 5: Thank you
A confirmation screen thanking the customer for their feedback. For low ratings (1-3 stars), this is shown immediately after the feedback submission since the review is kept private.
Smart routing
The smart routing system ensures:
- 4-5 star reviews -- encouraged to post publicly on Google, TripAdvisor, or other platforms where positive reviews drive new business
- 1-3 star reviews -- captured as private feedback sent directly to your team, allowing you to address issues without negative public exposure
Tipping configuration
Tipping is configured in your location settings:
| Setting | Description |
|---|---|
| Enabled | Whether post-rental tipping is available |
| Title | Custom heading for the tipping section (default: "Show your appreciation") |
| Description | Custom description text |
| Suggested percentages | Array of tip percentages to display as preset buttons |
| Allow custom amount | Whether customers can enter a custom dollar amount |
Tip amounts are calculated as a percentage of the booking total. The currency symbol adapts based on the location's configured currency (USD, CAD, EUR).
Configuration
Review platforms
Configure your review platform URLs in the App Store by installing Google Reviews and/or TripAdvisor Reviews. Each platform requires:
- The platform URL pointing directly to your business listing's review page
- Per-location configuration (each location can have different review URLs)
Review trigger
The review request is sent to customers via email after rental completion. Configure the timing and email template content in your Email Templates settings.
Visual design
The review page uses a premium dark theme designed for high engagement:
- Dark navy gradient background
- Frosted glass card effect with subtle borders
- Gold accent color for interactive elements and star ratings
- Smooth fade transitions between phases
- Mobile-responsive layout (max width 480px)
Send the review request within 24 hours of rental completion while the experience is fresh. Write a warm, personal email template to increase response rates. Low ratings are valuable private feedback -- use them to identify and fix operational issues. The copy-to-clipboard feature makes it easy for customers to paste their review on Google or TripAdvisor. Configure tipping to capture additional revenue from satisfied customers.
Review link not working -- Make sure the booking ID in the URL is valid and the booking status is completed. Reviews are only available for completed bookings.
Wrong platform URL -- Verify the platform URLs in your Google Reviews or TripAdvisor Reviews integration settings. Each URL should point directly to your business listing's review submission page.
Customer wants to change their review -- Reviews are one-time submissions. If a customer needs to update their feedback, they should contact your support team.
Tipping not appearing -- Verify that tipping is enabled in your location settings. Tipping only appears for 4-5 star ratings and is skipped if a tip has already been submitted for that booking.
Tip payment failing -- For customers without a saved card, ensure the Stripe publishable key is configured correctly. Check the browser console for Stripe initialization errors.