Reviews & loyalty

Reviews and a loyalty program bind guests to your business: you respond visibly to feedback and reward regulars with points and rewards. You manage both directly in the backoffice.

Manage reviews

In the sidebar, open Reviews. At the top you see the overall rating and the averages per category (food, service, ambience, value). Using the filters you show pending, published, hidden or flagged reviews.

Reply, publish, report

1. Open a review and write a public answer via Reply — this shows all guests that you are listening.
2. Using publish or hide you control whether a review is publicly visible.
3. You report inappropriate or fake reviews with a reason.

Review request after the visit

If you wish, VidiReserve invites your guests by email a few days after their visit to write a review. The invitation is switched off until you switch it on yourself.

1. In the sidebar, open Marketing. At the top, below the Consent card, you find the card Review request after visit.
2. Switch on Send review request after visit and choose how many days after the visit the invitation is sent (1 to 14, 2 is suggested). Save.

The invitation goes out spread over the day between 6 am and 6 pm, at the earliest on the chosen day after the visit — throttled, so that the emails do not stand out as bulk mail. A guest receives one if all of these apply:

• The booking is completed (status “Completed”) and lies the chosen number of days in the past. If a sending fails, it is retried for up to two more days.
• The guest has a confirmed customer account — without an account no review can be written.
• The guest has confirmed the newsletter — or you have switched on the exception for existing customers under Marketing. Legally, asking for a review counts as advertising (German Federal Court of Justice, judgment of 10 July 2018, VI ZR 225/17); that is why the same rule applies as for the “Thank you after visit” template.
• The guest has not unsubscribed from your business and has not yet reviewed it.

Every invitation contains an unsubscribe link. Anyone who uses it receives neither invitations nor newsletters from you. Each booking triggers at most one invitation. You can adapt the email text under Settings → Email Templates (“Review request after visit”); the unsubscribe link is always added automatically.

Activate the loyalty program

In the sidebar, open Loyalty Program and go to its settings. Turn the program on and define how many points are awarded per visit and per additional guest, as well as the welcome bonus new guests receive.

Tiers & rewards

Define tiers with a name, minimum point total, colour and icon — for example bronze, silver and gold. For rewards you set how many points a reward costs and optionally link it to a coupon template that the guest receives when redeeming.