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Everything lands in Reviews in the left sidebar. The page has four tabs.

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Google reviews

This tab reads your reviews directly from your Google Business listing, and your replies are published back to Google.
1

Connect Google

If the tab shows “No integration”, connect Google My Business in Settings > Integrations > Integrations list.
The Google reviews tab showing the no integration empty state

Before Google is connected, the tab invites you to set it up.

2

Find the ones that need you

Use the filter at the top right: All reviews, Unanswered, or Answered. Each review carries a green Answered or red Unanswered badge.
3

Generate a reply

Click Generate. The AI writes a reply in the guest’s own language, based on their rating and their comment.
4

Adjust it

Not happy with it? Use Regenerate, or open the dropdown next to it for Shorter / Longer. You can also edit the text by hand — it’s a normal text box.
5

Publish

Click Reply. The answer is posted on Google under the review, in your restaurant’s name.
Reviews written in another language show a See translation link, so you know what you’re replying to.

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What the AI writes

The assistant is briefed to write like a community manager for your restaurant: courteous, humble, around 50 words, always in the customer’s language, never signed, never repeating the guest’s words back at them, and never mentioning the platform. For a negative review, it addresses the specific problem raised.
The AI produces a draft. Nothing is posted until you click the reply button. Read it before sending — especially on a negative review, where a specific gesture from you is worth more than any generated sentence.

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Internal feedback

This tab lists the private ratings collected through the follow-up and the QR codes — the ones that never went public.
The Internal feedback tab listing guest ratings with Internal and Redirected to Google badges

Each card shows the guest, the rating, the comment, and whether they were redirected to Google.

At the top, a recap gives your internal rating — the average of everything collected — next to your public Google rating. Each card carries a badge:
  • Internal — the guest rated 4 stars or less, the comment is yours alone.
  • Redirected to Google — the guest gave 5 stars and was sent to the platform.
Click See reservation to open the booking behind the review, or the guest’s name to open their customer file.

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Reply to private feedback

1

Click Reply

On any feedback card that isn’t answered yet.
2

Generate or write your answer

The modal shows the rating and the guest’s comment. Click Generate for an AI draft, then edit it freely — the editor supports bold, lists and links.
The reply modal showing the rating, the comment and the answer editor

The reply window, with the AI generator.

3

Send

Click Send answer. Your reply is emailed directly to the guest, and the feedback is marked as answered.
Replying to private feedback sends a real email to your guest. It only works when the review is linked to a reservation with a guest who has an email address — the Reply button is hidden otherwise.
A negative rating answered within 24 hours often turns a lost guest into a returning one. This is the single highest-value thing you can do in this page.

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TripAdvisor reviews

This tab shows your TripAdvisor reviews once the integration is connected in Settings > Integrations > Integrations list.
TripAdvisor does not allow replying to reviews from an outside tool. You can read your reviews here, but you must reply from your TripAdvisor Management Centre.
Unlike Google, which is read live, TripAdvisor reviews are synced once a week (Monday morning). A review posted on Tuesday will therefore appear in EatNow the following Monday.

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Permissions

  • Seeing the Reviews page requires review:read.
  • The Reply and Generate buttons require review:reply. Without it they appear greyed out.
Both are configured per role in Settings > Collaborators. See Roles and permissions.