Collect reviews
After a visit the client can get a 'rate your visit' email — an easy way to gather more reviews.
The most reliable way to get reviews is to ask — automatically, shortly after the client leaves. Mountify sends a “How was your visit to …?” email and collects the rating for you. But there are strict conditions on when that email goes out, and they matter: a large share of your bookings will never trigger one.
Bookings you enter in the admin never trigger a review email. Not one. The email only goes to bookings the client made themselves through the public page. The reasoning is simple: someone who has never received an email from you shouldn’t get a request for a rating as their first.
1. When the email goes out — all the conditions
The check runs automatically once an hour. For a client to get the email, every condition must hold at once:
| # | Condition | If it doesn’t hold |
|---|---|---|
| 1 | The booking was made by the client through the public booking page | no email (admin- and phone-entered bookings are excluded) |
| 2 | The visit ended at least 3 hours ago | it waits |
| 3 | The status is Confirmed, Arrived or Completed | no email (cancelled, no-show and pending are excluded) |
| 4 | The booking carries the client’s email address | no email |
| 5 | No review email has been sent for this booking yet | no second email, ever |
| 6 | There is no review yet for this booking | no email |
| 7 | The Show reviews on your booking page switch is on | no email |
| 8 | The board isn’t archived | no email |
One email per booking. There is no resend and no manual “send again” button.
2. What the client receives
The email is in the client’s language (Bulgarian or English) and contains:
| Part | Content |
|---|---|
| Subject | How was your visit to “Venue name”? |
| Greeting | Hi Name, — or just Hi, if no name is known |
| Body | thanks for the visit and a request for a rating |
| ”Service” line | the service name, when known |
| Button | Rate your visit |
| Note | It only takes a few seconds — just tap the stars. |
| Footer | If you didn’t make this booking, you can safely ignore this email. |
There is no SMS and no WhatsApp or Viber message. Email is the only channel.
3. What happens when the client taps the button
A short rating-only page opens — no sign-in required.
- At the top: a greeting (Thanks, Name!) and a visit summary — Service, Specialist, When.
- Five stars. The client picks a rating.
- A text box with the hint Tell us what we can improve… (optional).
- A Submit button.
The review is recorded with you immediately and appears in Setup → Reviews with source Customer.
The Google step
If you filled in the Google review link (in Setup → Public site, the Reviews section) and the client gave 4 or 5 stars, they see one extra screen after submitting:
Glad it went great! · Would you take a minute to rate us on Google? · a Review on Google button
At 1–3 stars, or if the field is empty, they simply see Thanks for your feedback! and the review stays with you only.
This is not “filtering out” bad reviews: every rating is recorded in your system regardless of the stars. The only difference is whether the client is invited to repeat it on Google.
4. The second route: the client’s own account
A client signed in on your public page can leave a review without any email:
- They open My bookings.
- They find a past visit.
- They press Leave a review.
The same star form appears. Once submitted, the button is replaced by Your review and the rating.
5. How long the link stays valid
| Property | Value |
|---|---|
| Review window after the visit | 90 days |
| Validity of the emailed link | about 95 days |
| What the link can do | leave a review, and nothing else |
| What it can NOT do | cancel, reschedule or edit a booking |
If the client opens the link after the window they see This visit can’t be reviewed yet. A broken or expired link shows Invalid or expired link. If they already reviewed it — You’ve already reviewed this visit.
6. How to collect more reviews
- Ask for an email at booking time. No email, no message. If your public form doesn’t request one, you lose the channel.
- Mark visits honestly. Bookings left at Pending never reach the email. Mark them Arrived / Completed.
- Say it out loud. “You’ll get an email in a few hours — spare it thirty seconds.” One sentence doubles the response rate.
- Fill in the Google link. It turns a happy client into a public review seen well beyond your own page.
- For bookings you enter yourself, the ask has to come from you, in person or in a private message. Then enter the review by hand.
7. Troubleshooting
The client says they got no email. Check in order: was the booking made through the public page; does it carry an email; what’s the status; have 3 hours passed since it ended; is the reviews switch on. Also have them check their spam folder.
Can I resend the email? No. There is exactly one attempt per booking. Ask the client to review from their account instead.
Can I request a review for a booking I entered myself? Not through the product. Ask in person and enter the review by hand from Setup → Reviews → Add.
I switched reviews off for a while — what happened to emails in that period? Bookings whose 3 hours elapsed while the switch was off got no email and won’t get one. The condition is checked at send time.
The client rated us but the review isn’t in the list. Check the Archived tab — a teammate may have hidden it.
What’s next
- Customer reviews — where collected reviews land.
- Moderate reviews — hiding and manual entry.
- The review-request email — this email among all the others.
- Client notifications — which email fires when.