Reviews collects feedback from your guests automatically. After an experience ends, Understory emails everyone who booked and asks them to rate it. The reviews come back into Understory, where you can see your average rating, read every review, and check how the emails are performing.

Reviews is already switched on for you. From 10 September 2026 it's active on every Understory account, on the free Basic plan. Review emails start going out to guests one day after each experience ends. If you'd rather they didn't, turn them off under Marketing → Reviews → Settings.

Basic (free)

Collect & Share (€39/month)

Go to Marketing → Reviews in the left-hand menu.

The page has three tabs:

Guests need an email address on their booking to receive a review request. One email is sent per booking.

The email thanks the guest for joining, names the experience and the date, and has a single button asking for their review.

Clicking the button takes them to a short form: your logo, the experience name, a five-star rating, and a comment box. The rating is required. The comment is optional.

Both the email and the form are branded with your logo and your brand color. They're taken from your default storefront's branding under Storefront → Preferences → Branding. Your logo comes from Upload logo, and the color from Button color under Styling. Change them there and the review email and form follow.

You can't edit the wording of the email or the form.

Understory chooses this for you, and each email contains one link:

So the destination changes over time and won't be the same in every email. That's expected. It isn't something you need to fix or configure.

Open the Settings tab and look under Channels. There are three:

Storefront shows a review badge with your average score and total review count on your storefront. If you have more than one storefront, you choose which ones show it. Available on Basic.

Understory Website keeps a reviews block on your website updated with your newest reviews. If you have more than one website, you choose which ones. Requires Collect & Share.

Google makes your review emails link to your Google Business Profile so guests leave their review on Google. Requires Collect & Share.

To change a channel later, use the ⋮ menu on its row. You can edit which storefronts or websites are included, or deactivate the channel.

When you activate Google, Understory looks for your Google Business Profile using your business name. Confirm the right profile for each of your locations (most businesses only have one). If the suggestion is wrong, search for your address instead.

You'll need a Google Business Profile to use this. You can create one here: https://business.google.com/en-all/business-profile/

Your Google Reviews aren't shown inside Understory. Understory helps you collect them, and you read them in Google.

You add the reviews block to your website yourself. Once it's there, Understory keeps it updated with your newest reviews as long as you're on Collect & Share.

Badges appear once there are at least 5 reviews. That applies in two places:

The badge shows your average score and the number of reviews. Full review lists on storefront and experience pages aren't available yet.

On the Reviews tab, Most mentioned themes by your guests shows what keeps coming up in your reviews over the last 30 days, with a count for each. It's there to show you what's working and what to look at.

Themes are part of Collect & Share. They start building as soon as you upgrade and receive your first review. Themes follow your storefront language.

On Basic, the themes card asks you to upgrade. On Collect & Share with no reviews yet, it says it's waiting for your first review.

The Reviews tab lists everything you've collected. Filter by experience, star rating, or period, sort by newest, or search. Each review shows the guest's first name and initial, the experience, the rating, and when it came in.

Export downloads your reviews as a .csv file. This is available on both plans.

You can't reply to, hide, or delete individual reviews at the moment.

You can upgrade from three places: the themes card on the Reviews tab, the Channels section in Settings, and Upgrade plan under Billing at the bottom of Settings.

Collect & Share is €39 per month. It's billed as a separate subscription, charged to the same payment details as your other Understory subscriptions.

If you downgrade to Basic, the change takes effect at the end of your paid period and isn't refunded. After that:

Nothing you've already collected or published is lost. Your website just stops updating.

Did this answer your question? If not, please reach out to us in the chat window at the bottom to the right, and we'll be happy to help 🤗