Using the reviews dashboard

The reviews dashboard shows what guests said after visiting. See your average rating at a glance, filter down to a particular experience or star rating, and read individual reviews alongside the booking they came from. It's the quickest way to spot what guests consistently praise — and what keeps coming up as a problem.

A few words you'll see

• Average rating — the mean score across all reviews in your current selection, out of 5.
• Rating breakdown — how many reviews sit at each star level, from 5 down to 1.
• Travelled — the date the guest actually visited, which is usually a little earlier than the date they left the review.

Before you start

• Go to Reviews in the left-hand menu.
• The page opens on the last 30 days. If you're looking for an older review, widen the date range first.

Step 1 — Read your rating summary

At the top you'll see your average rating and the total number of reviews, with a breakdown bar for each star level showing how many reviews sit there.

The summary reflects your current filters, so it recalculates as you narrow things down — useful for comparing one experience against another.

Tip: Click a bar in the breakdown to filter straight to those reviews. Clicking the 1- and 2-star bars is the fastest way to get to the feedback worth acting on.

Step 2 — Filter to the reviews you want

The filters sit above the list and combine with each other:

• Date range — defaults to the last 30 days.
• Experience — search by experience name, ID, or a keyword.
• Option — narrow to one variant of an experience.
• Ratings — tick the star levels you want to see.

Your active filters show as tags, so you can see what's applied and clear them individually.

Step 3 — Sort the list

Use Sort by to reorder what you're looking at:

• Most recent reviews and Oldest reviews first — by when the review was written.
• Recent experience date and Earliest experience date — by when the guest actually visited.
• Highest to lowest rating and Lowest to highest rating — by score.

Note: Sorting by review date and by experience date give different orders. A guest who visited in April might only leave a review in June.

Step 4 — Read an individual review

Each card shows:

• The guest's name and their star rating.
• When the review was left — shown as Today or Yesterday if it's recent, otherwise the date.
• Travelled — the date they visited.
• The experience and option they booked.
• What they wrote.

The list shows 24 reviews at a time.

Frequently asked questions

Can I reply to a review?
Not from Hub. If a review is inaccurate or you'd like to respond, raise a ticket with the experience name and the guest's name, and our team will pick it up with you.

Can I get a review removed?
Only where it breaks our content guidelines — for example if it's abusive, or clearly about a different experience. Genuine negative feedback stays up. To ask, click Help, then Submit a request, choose Customer Booking Related and select Customer Review Removal Request. Include the Booking ID and why you think it should come down.

The guest never turned up but still left a review.
Report the no-show first so it's on record, then raise a Customer Review Removal Request referencing the same Booking ID. See Reporting a customer no-show.

Why can't I see a review a guest told me they left?
Check your date range first — the page opens on the last 30 days, and reviews are filtered by when they were written, not when the guest visited. If it's still missing, widen the dates and clear your other filters. You'll see “No reviews found” when nothing matches.

Why is my average rating different from what's on the Headout website?
The figure here reflects your current filters, including the date range. The website shows the lifetime average across everything. Clear your filters and widen the dates to compare like for like.

Do all guests leave a review?
No — reviews are optional, so the number of reviews will always be lower than the number of bookings.

Can I download my reviews?
Not currently. Raise a ticket if you need an export and our team will help.

How should I use low ratings?
Filter to 1 and 2 stars for a single experience and read them together. Repeated mentions of the same thing — a meeting point that's hard to find, a wait that's longer than advertised — usually point at something you can fix in your listing or on the ground.

Need help with a review? If a review looks wrong, is about the wrong experience, or you'd like to respond, raise a ticket and our team will help.