Ratings and Reviews
Version: v1.0
Last Updated: May 30, 2026
How customer ratings work, what affects them, and how to respond to and improve your reviews. This guide applies to all partner types.
Where to view your rating
Your rating appears on your partner app Dashboard and in your profile section, showing your average score and review count.
📸 Screenshot: Partner app — rating and reviews section
How your rating is calculated
- Your rating is the average of all customer review scores (typically 1–5 stars)
- Reviews are generated from completed orders and bookings — a customer can review after their order is delivered or their booking is completed
- Every eligible completed transaction can produce one review
What customers see on your public profile
- Your rating score (e.g. 4.6)
- The number of reviews
- Recent reviews — the star rating, written comment, and date
How individual reviews appear
Each review shows the star rating, the written comment (if the customer left one), and the date.
📸 Screenshot: Individual review with star rating and comment
Responding to a review
Where partner responses are enabled, you can reply publicly to a review — useful for thanking a happy customer or professionally addressing a complaint. Keep responses courteous and factual; a measured reply to a negative review reflects well on your business.
What influences your rating
| Factor | Why it matters |
|---|---|
| Order/booking accuracy | Wrong or missing items drive low scores |
| Preparation / readiness time | Slow service frustrates customers |
| Quality of food / item / service | The core of the experience |
| Communication | Keeping customers informed, especially when something goes wrong |
How ratings affect visibility
Higher-rated partners tend to appear more prominently in search and browse results. A strong rating is not just reputation — it drives discovery and volume.
Flagging a review
If a review violates platform guidelines, you can flag it for moderation:
- Open the review
- Tap Flag and select the reason (fake review, abusive language, irrelevant content)
- The BookMaMe team reviews it against the moderation policy
📸 Screenshot: Flag review action
Moderation policy — what is and isn't removable
| Eligible for removal | Not removable |
|---|---|
| Abusive or offensive language | A genuine negative experience |
| Personal/contact information | Honest criticism you disagree with |
| Clearly fake / spam (no order history) | Typos or mild rudeness |
| Factually impossible claims | Low score alone |
A genuine negative review will not be removed just because it's unfavourable — focus on resolving the underlying issue.
Improving your rating
- Restaurant / Shop: keep your menu/catalogue availability accurate, pack accurately, and prepare promptly
- Hotel: ensure rooms are ready and match their listing; honour amenities
- Rental: describe item condition honestly and supply clean, working items
- Services: show up on time, communicate, and deliver the agreed scope
- Second-hand: represent condition accurately and dispatch promptly
- All types: respond to issues quickly — a well-handled problem often turns into a good review