Turn a week of guest reviews into three things to fix and the replies to post
Reviews from Booking, Google and TripAdvisor are read together every Monday. You get what guests keep mentioning, how it moved since last month, and a reply drafted for each review.
Reviews land on four platforms all week, in six languages. Reading them properly, noticing that breakfast has come up nine times since the new supplier started, and replying to each one in the hotel's voice is a few hours a week that a general manager rarely has in season. So replies go up late and the pattern only becomes obvious once the score has dropped.
Plugs into
These are examples. Every use case is built around the tools you already run, whatever they are, and you keep using them exactly as before.
Then it runs on its own
- 1
Collects every new review from each platform, in whatever language it was written
- 2
Groups what guests mention, good and bad, and counts how often each comes up
- 3
Compares this week to the last eight, and checks room and dates against your bookings
- 4
Drafts a reply to each review in your hotel's voice
Delivered where you already work
Every Monday morning, or daily in high season, in whichever channel your team already uses. We set the timing around how you work, not the other way round.
What you get back
- The three things guests mentioned most this week, with the numbers and the quotes
- What got better and what got worse since last month
- A reply for every review, ready to post
What it actually looks like
An example of the output, using sample data.
Reviews · Week 34, Larnaca Bay Suites
- Pool towels running out by early afternoon: 9 reviews, none last month.
- Front desk staff by name: 12 reviews, all positive. Andreas in 7 of them.
- Breakfast variety: 6 reviews, mixed. Down from 11 negative in July.
- Eight of the nine towel comments are from families in the garden wing, checked in after 15 August.
- 31 replies: 4 in Greek, 3 in German, 2 in Polish, the rest in English.
Replies posted by Monday lunchtime, fixes on the operations meeting agenda
We build it with your team
Every workshop is built around the use cases you pick. This one is usually covered in the Accelerator, on your own tools and your own data.
- We run it on your own reviews from the last quarter
- Your team decides what a reply from your hotel should sound like
- Works for one property or a group
Want it extended, maintained and connected to more of your systems afterwards? Let's discuss →
Want this running in your team?
30 minutes. Tell us what your team spends its week on and we'll tell you which of these would save the most time.