Overview

A 4-star review with one detected maintenance issue doesn't deserve the same treatment as a clean 5-star. A 1-star with a guest who clearly violated policy needs to be marked for removal, followed by outreach to the OTA to raise the concern. A review you'd like to revisit in later shouldn't be cluttering your queue today. This lesson covers the lightweight workflow actions — star, archive, snooze, and bulk — that let you triage a busy review inbox without losing things.

Star: flag a review for follow-up

A starred review is one your team has flagged to come back to. The star is team-visible — everyone in your account sees the same starred state, so it works as a shared "needs another look" marker.

Common uses:

• "This guest left a tough review, and I want a manager to look before I reply"

• "There's a recurring opinion in here I want to raise with the team later"

• "I want to compare this against next month's reviews for the same property"

Add or remove a star by clicking the star icon located adjacent to the guest’s name. Filter the list by Starred to see only what's been flagged.

Archive: out of queue, still searchable

Archive a review when you've handled it and don't need it cluttering your active views

Archived reviews:

• Don't show in default views

• Still appear when you filter for them (or use search)

• Can be un-archived any time

Archive is the right move for routine 5-stars you've replied to, old reviews you're done acting on, and anything that's pulling visual weight without needing attention.

Snooze: come back later

Snooze hides a review from the queue until a date you pick. When the snooze expires, the review reappears as if it just arrived.

Common uses:

• "Reach back out to this guest in a month for a private feedback follow-up"

• "Revisit this after the property's maintenance work is done"

• "Check in on this Google review after we've responded to a few others, so the pattern is clear"

Snoozing doesn't change the review's status or affect rules. It's a shared timer — your teammates also see the review come back when the snooze expires.

💡 Snoozing is different from archiving. Archived reviews stay out of the queue indefinitely. Snoozed reviews come back.

See Snoozing Reviews for the full how-to.

Bulk actions

Select multiple reviews from the list (checkboxes appear on hover). The actions that support bulk:

• Star / unstar

• Archive / un-archive

Bulk is the right tool for cleanup ("archive all 5-stars from last quarter") and for routing ("star this batch of reviews for review").

Saved-view patterns that scale

A few filtered views worth keeping in muscle memory:

Train every agent to start their day in one of these — never in the unfiltered firehose.

A workflow that scales

1. Filter to "Awaiting reply" + a sentiment or property cut

2. Read the review and Chirp's analysis sections (next lesson)

3. Reply (using the AI draft, edited if needed)

4. Archive routine replies; star anything worth revisiting; mark for removal anything that violates OTA policy

Star, archive, snooze, and mark-for-removal are all team-visible — whatever you set, your teammates see. Pick the one that matches what you want the rest of the team to see when they open the inbox.

Up next

Review Analysis: Sentiment, Opinions & Issues — now that you can move reviews through the queue, let's read the AI analysis that makes every reply faster.

Related

• Snoozing Reviews

• Review Action Bar & Icons

• Exporting Reviews as a Spreadsheet