An AI review response system drafts a reply to each guest review in the reviewer's language and the hotel's voice, and sends the complaint inside it to the department that can act on it. A manager approves what is published.
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A free AI review response generator produces a polite paragraph from the review text alone. It thanks the guest, regrets the inconvenience and hopes to welcome them back, in the same words every time. Readers notice, and so do the guests who wrote about a broken shower and received a reply about how much the hotel values feedback.
A useful reply needs three things a generic tool does not have: the hotel's voice and its rules on what may be said in public, the facts of the stay where they matter, and a decision about what the hotel is actually doing about the complaint. We build the drafting around those, and treat the reply as the last step rather than the only one.
Google, Tripadvisor, Booking.com
topic, department, sentiment, language
ticket to the team that can fix it
hotel voice, reviewer language
positive replies within agreed rules
negative, sensitive or uncertain
For drafting, yes, if the drafts are specific and a person approves the sensitive ones. Review sites and readers penalise replies that are obviously templated, and a careless reply to a complaint can do more harm than none. Used as a drafting assistant with the hotel's voice and rules, AI saves time on the routine replies and leaves managers the ones that need care.
Technically yes, through the Google Business Profile API, and we can publish routine positive replies automatically within rules the hotel sets. We hold negative reviews and anything mentioning compensation, safety or a named staff member for a manager, because those are the replies a future guest reads most closely.
Replying with AI help is not prohibited. What EU consumer law targets is fake or incentivised reviews and misleading claims about how reviews are verified, so we never generate reviews or offer anything in exchange for them. Whether the hotel discloses AI drafting in its replies is a policy decision for the hotel to make.
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Send us last quarter's reviews. We will show you what the drafts would have said, and where the complaints would have gone.
30-minute technical call · no deck