Service · Review management
Review management: who prepares the reply, who approves it?
The reply to a review is the text the next guest reads about your hotel on the channel. We read Booking.com reviews every hour (and Airbnb reviews, if you have connected Airbnb), translate any foreign-language review into Turkish, and prepare a draft reply with AI. The draft does not go to the channel without the owner or manager's approval. After your approval we send the reply to the channel within 5 minutes. Google reviews are outside this flow.
- What we do
We read the reviews every hour, translate any foreign-language review into Turkish, label it by topic, mark anything 6/10 or below as low, and prepare a draft reply with AI.
- What changes at the hotel
You do not write the reply from scratch; you read the ready draft and approve or do not send it. After you approve, we send the reply to the channel within 5 minutes.
- Possible benefit
The time spent preparing replies can shorten, the chance of missing a low-rated review can fall, and a guest who wrote in a foreign language can receive a reply in their own language.
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Which reviews do we read, and how often?
We read Booking.com reviews every hour. If you have connected your Airbnb account, we read Airbnb reviews at the same frequency.
We do not read Google reviews in this flow. This flow covers Booking.com and, if connected, Airbnb reviews.
The path of a review
Each review goes through the same six steps. Drafting and translation are on our side; approval and decision are on yours.
- 1
We read
We read the reviews on connected channels every hour.
- 2
We translate
We translate any foreign-language review into Turkish.
- 3
We flag
We mark reviews with a score of 6/10 or below as low and label them with the relevant topic from six topic labels.
- 4
We draft
We prepare a draft reply with AI.
- 5
You approve
The owner or manager reads the draft and approves it. The draft does not go to the channel without approval.
- 6
We send
We send the reply to the channel within 5 minutes after approval.
Timeline from review to reply
Reading is hourly; sending is within 5 minutes after approval. When the reply goes out is decided by when you approve the draft.
Foreign-language review, reply in the guest's language
If the review is in a foreign language, we translate it into Turkish; you read the review in Turkish.
You read and approve the draft reply in Turkish. After approval we translate your Turkish reply back into the guest's language and send it to the channel in that language.
We draft, you approve the send
Approval is required
The draft does not go to the channel without the owner or manager's approval.
Send window
After approval we send the reply to the channel within 5 minutes.
AI's role
AI only prepares the draft; it does not send the reply to the channel.
Low-score flag
We mark reviews with a score of 6/10 or below as low.
Topic label
We label the review with the relevant topic from six topic labels. Spotting a repeated complaint on the same topic can become easier.
We do not touch the reviews
We do not delete, hide, or change reviews; we only prepare the draft reply.
Three known figures about replying to reviews
- +0.12 stars · +12% reviews
Reported average increase in rating and review count at hotels that started replying to reviews (Tripadvisor).
D. Proserpio, G. Zervas · Online reputation management, 2016 - 89%
Share of Tripadvisor users who said a thoughtful reply to a negative review improved their impression of the business (2019, 12 markets, 23,292 people).
Tripadvisor · Ipsos MORI survey, 2019 - 81%
Share of consumers who write reviews and expect a reply within one week; 19% expect a reply the same day (2026, local businesses in general).
BrightLocal · Local Consumer Review Survey 2026
The first two figures show the known effect of replying; the third shows consumer expectations; none of them is a statement of a hotel's outcome. The first study also reports that hotels that reply receive fewer but longer negative reviews.
Sources
Frequently asked questions
- Which channels' reviews do you read?
- We read Booking.com reviews. If you have connected your Airbnb account, we also read Airbnb reviews. We read them every hour.
- Do you also read Google reviews?
- No. This flow covers Booking.com and, if connected, Airbnb reviews; we do not read Google reviews.
- Does the draft reply go without my approval?
- No. The draft does not go to the channel without the owner or manager's approval. After approval we send it to the channel within 5 minutes.
- How do you understand a foreign-language review?
- We translate it into Turkish. After you approve the Turkish reply, we translate it back into the guest's language and send it in that language.
- What does a low review mean?
- We mark reviews with a score of 6/10 or below as low. We also label them with the relevant topic from six topic labels.