How do ratings and reviews work?
Clients rate your treatment from 1 to 5
After every booking, we ask clients to leave a rating between 1 and 5 stars. If they give 4 stars or lower, they’ll also need to leave a short review.
Your overall rating will update automatically, and is an average of all your ratings put together.
Most Pros don’t have a perfect 5
At-home treatments are a personal thing, what might feel like a good treatment to you sometimes just isn’t what your client was after – but that’s completely normal.
If a low review comes in that feels like it’s just a matter of taste, you can let us know and we’ll review it.
We’re careful about which reviews we publish
We remove reviews that include:
- Unprofessional language
- Personal information
- Feedback about Urban (rather than you)
If you disagree with a rating or review, you can dispute it by filling out this form.
If a dispute is successful, it will take 24hrs for the overall rating to be updated
Clients also select ‘review tags’ about your treatment
Along with their star rating, clients choose a few pre-set tags that sum up their experience. These tags appear on your profile in the Urban Pro app and help give future clients a sense of what you’re known for.
To improve your rating, create a calm, personalised experience
Top-rated Pros often do the little things that make a big difference:
- Understand their preferences and expectations
- Take time to prepare and communicate clearly
- Personalise the treatment to their needs
- Create a relaxing atmosphere (e.g., music, scents)
Ask for feedback
At the end of your booking, you’re welcome to gently remind the client to rate their experience. Here’s one way to ask without pressure:
“I hope you enjoyed your treatment today. If you have a moment, I’d really appreciate any feedback in the app – it helps me improve and means a lot.”