Feedback and Reviews

The platform that
reports to you.

Collect feedback from any touchpoint. Route happy customers to Google or TripAdvisor. Flag issues before they go public. For any type of business.

See how it works
WhatsApp, SMS and email
Google and TripAdvisor routing
AI sentiment analysis
Smart routing built in
Multi-step survey builder
Team mention tracking
Auto-replies included
Weekly email report
Unified Dashboard

CaptiveWiFi. Google.
Reservations. One view.

Every review from every source in one dashboard: with sentiment analysis, topic breakdown, and trending topics applied automatically.

  • CaptiveWiFi feedback via WiFi or any touchpoint.
  • Google Reviews pulled via your connected account.
  • SevenRooms, OpenTable, and Collins imported automatically.
  • Group view across all locations with per-venue sentiment and competitor comparison.
Feedback Reports
16 Apr 2026 16 May 2026
Total Reviews
223
▲ +201 vs prev
Avg Rating
4.7
▼ -0.1 vs prev
Positive
90%
▲ +5pp vs prev
Response Rate
74%
▲ +12% vs prev
Sentiment Summary
😊 Positive
90%
😐 Neutral
4%
😞 Negative
7%
Source Breakdown
Own Reviews
47
4.6★ · 78% replied
Google
89
4.5★ avg
SevenRooms
87
4.8★ avg
Feedback Templates

Three styles.
One tap to respond.

Choose the format that fits your brand. All three capture the same data and trigger the same smart routing rules.

How was your experience?
⭐⭐⭐⭐⭐
Poor Service Slow Service Mediocre Food
Star rating
1–5 stars with topic tags. Best for detailed feedback with follow-up questions.
How was your experience?
👍
Great visit
👎
Not great
Thumbs up / down
Quick binary rating. Ideal for fast-paced environments like QSR and takeaway.
How was your experience?
😊
Great visit
😞
Not great
Happy / sad face
Emoji-style rating. Friendly and approachable, great for casual or family-focused brands.
Smart Routing

Happy customers go
public. Issues stay private.

Set your own routing rules. Positive ratings get nudged to Google or TripAdvisor. Lower ratings go to a private form so you can act before it goes public.

Negative responses automatically trigger additional survey questions, giving you the detail you need to fix the problem.

Routing Rules
4–5★
→
Google Reviews or TripAdvisor
Prompted to leave a public review
Public
3★
→
Private form + survey questions
Additional questions triggered automatically
Private
1–2★
→
Urgent flag + survey
Immediate alert to operations team
Urgent

Know exactly what
people say about you.

AI reads every review and classifies sentiment by topic automatically. Good and bad word detection built in at no extra cost.

Spot which topics are trending positively or negatively: so you know where to act before it shows up in your rating.

Topic Breakdown
TopicSentimentTrend
Staff
76%		▲ 583%
Food
74%		▲ 580%
Atmosphere
80%		▲ 1400%
Service Speed
61%		▲ 800%
Value
50%
Trending Positively
Atmosphere
12 mentions ▲ 1400%
Trending Negatively
No negatively trending topics this period.

Reply to every review.
Without lifting a finger.

Set up auto-reply templates for CaptiveWiFi feedback and Google Reviews. Responses go out instantly: personalised, on-brand, consistent.

CaptiveWiFi feedback
Auto-reply to direct feedback submissions. Separate templates for positive and negative. Sent immediately after submission.
Google Reviews
Auto-reply to new Google Reviews as they come in. Keep your profile active and responsive without the manual effort.
SevenRooms Read only
SevenRooms reviews are pulled in and displayed alongside your other feedback. Auto-replies are not available for this source.

Works alongside the
tools you already use.

CaptiveWiFi's feedback data integrates with specialist insight platforms for deeper analysis.

Sentiment Search
HGEM
125 Data & Insights
Integrations

Works with your
existing stack

Feedback data flows into your CRM, reservation system, and marketing platform automatically.

View all 50+ integrations
94%
of unhappy guests never complain directly. They just leave and don't come back.
Catch it at the door
A feedback prompt at WiFi login catches the problem while the guest is still in the building.
Route the happy ones
Guests with 4 and 5 stars are automatically directed to Google or TripAdvisor. One tap.
Flag the rest privately
Low scores go straight to your team. Not to the internet.
See what your guests really think
Feedback and Reviews

Catch the bad feedback
before Google does.

Route happy guests to your review pages. Flag issues to the team before they go public.

See what your guests really think