Responses to online reviews are important for potential guests to gauge your service.
Many hoteliers are overwhelmed and exhausted by the time it takes to respond to reviews. When multiple people are in charge of responding to reviews, the overall impression can be inconsistent. Recent hoteliers have turned to AI and are enjoying these benefits:
Efficiency
AI tools reduce time spent on composing responses, particularly for large volumes of reviews. Users tell us it takes an average of 5 minutes to reply to a review. AI allows this time to be cut down to 2 minutes for each review. Imagine you respond to one review per day. Over the course of an entire year, this would be 30 hours. With the right AI tool, that could be reduced by more than half, while maintaining or even improving the standard of responses…
Quality
AI can eliminate typos, bad grammar and awkward wording. This ensures that the basic elements of professional responses are met. AI can also help maintain a consistency in tone and quality of responses that reflect the brand voice. No matter how many team members you have answering reviews, the brand voice will be carried through in all responses.
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How to Overcome Writer’s Block
It’s happened to all of us at one time or another: you sit in front your computer, trying to appear professional and polite when what you really want to say is something else. You can find out more about it here. What do you think? AI can help staff to overcome writer’s blocks and produce more polite and quick responses in certain cases.
Handling Complex Reviews
AI can be used to help formulate thoughtful, professional responses for complex, long reviews. If a guest leaves a detailed feedback, you should respond with the same amount of detail. AI can do this faster and more accurately.
Why GuestRevu AI is better than ChatGPT
Some hoteliers are now using generic AI platforms, such as ChatGPT, to create their responses for guests.
It’s a great start, but there are even better, safer and more efficient ways to manage your online reviews. GuestRevu AI.
Here’s why it’s the better choice, and why hoteliers across property types, from boutique B&Bs to multi-property groups, are making the switch.
Find out how the Royal St Andrews Hotel blends AI with exceptional service
1. The Designed for Hospitality
ChatGPT is a brilliant generalist — it can help write poems, build websites, or summarise scientific articles. You have to feed it information about your hotel and your guests every time.
GuestRevu AI It was designed specifically for the hospitality sector. It understands how to interpret reviews, identify guest sentiment, and reflect your tone — whether that’s warm and welcoming, polished and professional, or casual and friendly. You can also set up your preferred default tones as well as instructions and brand phrasing so that your responses always sound like your hotel.
2. No Copy-Paste Required
It’s a fact that copying and pasting a guest testimonial into ChatGPTIt is cumbersome and time-consuming to copy the response from your review platform, adjust it, wait for a response and then copy that back. That’s an extra admin layer that busy teams don’t need, and it can lead to human error. Wrong prompt? Copying the wrong answer?).
The following are some alternatives to the word “Advantage” GuestRevu AIAll the action takes place in one location. Simply click on “Generate Response” to generate a response, make any changes you want, and then hit “Publish”. Responses are suggested in seconds based on the review content and your predetermined guidelines — no need to bounce between tabs or platforms.
3. Context that goes beyond the Review
The biggest limitation of using ChatGPT The only thing that is different about starting each prompt manually, is that you start from zero. You’re more likely to receive a generic response if you don’t provide detailed context.
GuestRevu AI Works directly with guest feedback and survey results. This means that it is able to:
- Name of your property, amenities and review history
- The default tone that you’ve chosen
- Review types and their sentiment
- You brand preferences when it comes to promotional messages or sign-offs
This will result in responses that sound natural and accurate. They are much more like something you might write yourself.
5. Trusted Data Security
If you paste an anonymous guest review in a public AI tool such as ChatGPT, you could be violating privacy laws like GDPR or POPIA — especially if guest names or stay details are included. It’s impossible to know what will happen with data once it leaves your platform.
The following are some alternatives to the word “Advantage” GuestRevu AIGuest information is kept within a safe, GDPR compliant platform, designed specifically for the hospitality industry. Anonymisation algorithms that are highly sophisticated are used to reduce the risk that personal guest data will leak into third-party systems.
6. Consistency
As opposed to fully automated tools GuestRevu AI You are in control. You can:
- Posting a response? Make sure you edit it before posting.
- Use different tones and instructions when regenerating
- “Please mention our direct booking discount” Please mention our direct booking discounts
- You can use a template instead of AI if you prefer not to use it.
You can even add a P.S. or branding line to all AI-generated replies — great for loyalty messages, cross-promotion, or your signature sign-off.
ChatGPT It can learn your tone based on the previous information and conversations you have had. It is a powerful tool but how you use it matters. If you allow each employee to have their own account, your brand and tone of voice will be inconsistent. Many employees use ChatGPT in their spare-time when a more professional tone isn’t needed. GPT matches this tone for future conversations.
What is the bottom line?
In a pinch, ChatGPT may be sufficient. But when it comes to managing guest feedback — where tone, accuracy, and brand voice really matter — it makes more sense to use a tool built for the job.
