Tour Reviews
Reviews of the tours you built. Because tours are your own product, this screen does more than hotel reviews: you can reply publicly, and approving a review pays the customer their points.
| Section | Marketing |
| Panel route | /admin/tour-reviews |
| Access needed | Tours → Review → View list |
The sidebar shows a badge with the number of reviews waiting for you.
The three tabs
| Tab | Holds |
|---|---|
| Pending | Waiting for your decision |
| Approved | Published on the tour page |
| Rejected | Not published |
Sort by newest first, highest rating, lowest rating, or approval date.
What you can do
| Action | Effect |
|---|---|
| Approve | Published on the tour page, and the customer earns their review points. Shown on pending and rejected reviews |
| Reject | Removed from the tour page. Shown on pending and approved reviews |
| Delete | Removed entirely. The customer may write a new one for that order |
| Show details | The full review, the customer and the order number |
| Reply | Your public response |
It publishes the review and awards the customer their review points, when your customer club has an active Tour review earning rule. The points are paid on the first approval only: approving the same review again pays nothing more, and rejecting it later does not take them back. With such a rule in place, leaving reviews unapproved quietly withholds points people have earned.
Replying
| Field | Notes |
|---|---|
| Your reply | Up to 1,000 characters. Public once the review is approved |
Post, update or remove a reply at any time.
A reply is the most valuable thing on this screen. A negative review with a calm, specific response from the operator reads better to a prospective customer than no negative review at all.
Deleting
The confirmation says so. The review is removed from the tour and the customer may write another one for that order. Reject instead if you simply do not want it published.
What customers see
Customers write a review from a tour order you have confirmed, once the trip has ended, one review per order, and find everything they have written under My Reviews in their account. They can edit or delete their own review. Editing an approved review sends it back to Pending, and it comes off the tour's rating until you approve it again.
Approved reviews appear in the Traveller reviews section of the tour page with the reviewer's name, their rating and your reply, under a summary of the average rating and a bar for each star rating. Customers can sort them by newest, highest or lowest rating. Reviews you have not approved are not visible.
Tour cards, home page tour slides and the top of the tour page show the average rating to one decimal with the number of reviews, or New while no review has been approved.
Scenarios
A fair criticism you can answer
Approve it and reply. A specific, non-defensive answer builds more trust than a page of praise.
An abusive review
Reject it. Do not delete it unless you are prepared for the customer to write another.
Reviews have been piling up
Points are being withheld from customers who earned them. Work the Pending tab, and check the sidebar badge daily.
A reply you wrote reads badly
Update or remove it.
Questions
Does rejecting notify the customer? The review stops appearing on the tour page. There is no notification action on this screen.
Can I edit a review's text? No. Only your reply.
A review I approved is back in Pending. The customer edited it. Approve it again to put it back on the tour page and in the rating.
When does my reply become public? Once the review is approved.
Do hotel reviews work the same way? No — Hotel Comments has approve and reject only, with no reply and no points.