Review requests and responding to reviews
When review emails go out, how clients leave reviews, and how to respond.
Reviews build trust with new clients. Bontro automates the request so you don't have to remember to ask.
When review requests are sent: About 2 hours after a booking's end time, if the booking status is "Completed," the client receives an email asking them to rate their experience.
The email includes a direct link to a simple review form -- 1-5 stars plus an optional comment. Clients do not need to create an account to leave a review.
Where reviews appear: On your public booking page in the Reviews section, showing star rating, comment, and the service they had. Your overall average rating appears in the page header and in directory search results.
Responding to reviews (Growth and Business plans): 1. Go to Dashboard -> Reviews 2. Click on any review 3. Click "Write Response" 4. Your response appears publicly below the review
Responses are visible to all potential clients. Keep them professional -- new clients read these before booking.
Moderating reviews (Growth and Business plans): You can hide or remove up to 10 reviews per month: - Hide -- Removes it from your public page but keeps it in your dashboard - Remove -- Soft-deletes it
Unhiding a review frees up one of your 10 monthly moderation actions. The count resets on the 1st.
Flagging a review: If a review violates Bontro's terms (fake review, harassment, competitor attack), use the flag option. The Bontro team reviews flagged content and removes it if it violates policy.
Pro tip: Respond to every 5-star review with a brief thank you. It shows potential clients you are engaged and appreciative. For negative reviews, respond calmly and professionally -- how you handle criticism is often more reassuring to prospects than the review itself.
Related articles: - manage-reviews - email-notifications - understanding-your-clients