Reviews and surveys: ask for feedback after a visit

Also known as: surveys, opinions, ratings, review requests, feedback.

With post-visit surveys, staff can ask for customer feedback directly from the booking. Satisfied customers post reviews on Google and TripAdvisor; the rest leave their feedback privately — and you can see it all in one place.

Send a survey

From Admin → Bookings, open the customer’s booking and click “Send survey”. The booking must include the customer’s email address — if it doesn’t, the button will be disabled. Once sent, you’ll see “Survey sent ✓” next to the booking. You can resend it if the customer hasn’t completed it.

What the customer receives

The customer receives a bilingual email with a star rating selector. Tap a star to go to a private page where they can leave a rating from 1 to 5 and an optional comment.

• With 4–5 stars (or whatever threshold you’ve set), buttons appear allowing them to leave a review on Google and TripAdvisor with a single tap.
• Below the threshold, the guest only sees the private feedback form — this way, negative reviews are sent to you rather than ending up online. This behaviour is intentional and configurable.

The default threshold is 4 stars.

Viewing reviews

Under Admin → Reviews (manager or owner only), you can view all responses:

• The customer’s star rating and comment.
• The name and email address associated with the booking.
• A loyal customer badge if the email matches a customer saved in your database.
• Filters by rating or by customer to help you find what you’re looking for quickly.

Settings

Surveys operate on a venue-by-venue basis. Each venue can have:

• Enabled / Disabled (surveyEnabled).
• Public review threshold — the number of stars required for the Google and TripAdvisor buttons to appear.
• Google review link and TripAdvisor link configured for your venue.

Currently, brasio handles the configuration for each venue. Auto-configuration will be available at a later date. If you’d like to enable surveys for your venue, get in touch with us.

Not working?

• I can’t see the ‘Send survey’ button: you need a manager or owner role, and the booking must include the customer’s email address.
• The customer isn’t receiving the email: ask them to check their spam folder. Customer responses are sent to your venue’s inbox via the ‘Reply-To’ field.
• The Google and TripAdvisor buttons aren’t showing: the rating is below the configured threshold — this is intentional to protect your online reputation.
• I can’t see any results in Reviews: the customer hasn’t completed the review yet, or surveys aren’t enabled for your venue.

Got any questions? Contact us via Support.