Reviews

The moment it asks

Reviews asks for feedback right after a visit, once an appointment or booking is finished. That timing is deliberate. It is the point where the experience is freshest in someone's mind and the point where a happy client is most willing to act on it, before the moment passes and the review never gets written.

It is an add-on you turn on for your business rather than something baked into the base of every account, so it only starts asking once you have switched it on.

One ask, two lanes

The core of the feature is a fork. The same post-visit ask leads to one of two places depending on how the visit went:

• A good visit routes to a direct path for leaving a Google review, so a happy client or patient can act on it in a couple of taps.
• A visit that did not go well routes privately to the business instead, not to Google, not to any public page.

That split is the whole point of the feature. It separates the feedback that is safe to send public, where a Google review helps your standing, from feedback that needs a person to look at it before it is out on the internet permanently.

What a happy client sees

When feedback is positive, the client gets pointed straight at your business's own Google listing rather than being left to search for it themselves. Removing that extra step matters, because a client who is happy right after a visit and a client who has to go find your listing a day later are not equally likely to actually leave the review.

What happens when it does not go well

A negative response never reaches Google through this flow. It goes to the business privately instead, which means you find out about a bad experience directly from the client, before it is sitting on a public profile where every future prospect can read it.

That gap matters operationally. A public review is close to permanent once it is posted. Feedback that comes to you first is still a problem you can act on: a follow-up call, a fix, an apology, something that can change how the client feels about the business before their opinion is locked into a star rating anyone else can see.

One mechanic, either vertical

The ask-and-route mechanic is the same whether the visit is an appointment or a booking. A salon, clinic, or spa asks a client after a visit; a restaurant or venue asks a guest after a booking. In both cases, the same fork applies: a good experience gets a direct path to Google, a concern gets routed to the business privately instead of the public feed.