Review Response and Reputation Automation

• General Manager
• Guest Relations Manager
• Marketing Manager
• Quality and Operations Head for hotel groups

Reviews on Google, Booking.com, MakeMyTrip, Agoda, Tripadvisor and Airbnb shape both search visibility and guest choice. Replying well takes time, so many hotels ignore reviews, paste the same thank-you line or answer a complaint days later. The useful signal in reviews, such as repeated comments about AC noise or slow breakfast service, rarely reaches the team that can fix it.

We build a review workflow that brings reviews from Google Business Profile and OTAs into one queue, using platform APIs or exports where available. Each review is classified by theme, sentiment, language and urgency, and matched to the stay where possible. An LLM drafts a reply that responds to what the guest actually wrote, in your property's voice and the guest's language. Positive reviews go to a quick approval queue. Negative reviews, and anything about safety, hygiene, discrimination or billing, go to the GM with the draft and the stay details. A weekly report shows recurring themes by department, and opted-in guests are invited to review after checkout without filtering by sentiment.

• Review collection from Google Business Profile and OTAs via APIs or exports
• Theme, sentiment, language and urgency classification
• Specific reply drafts in your property's voice and the guest's language
• Approval queues: one click for positive reviews, GM review for complaints
• Weekly theme reports by department with example quotes
• Post-checkout review requests on WhatsApp to every opted-in guest

1. 01Collect reviewsNew reviews are pulled from Google and OTA sources into one queue several times a day.
2. 02ClassifyEach review is tagged by theme, sentiment, language and urgency, and linked to the stay where possible.
3. 03Draft repliesThe LLM drafts a reply that addresses the specific points raised, following your tone and policies.
4. 04Route for approvalPositive replies go to quick approval, and complaints and sensitive topics go to the GM.
5. 05PublishApproved replies are posted through the platform API or pasted into the extranet by staff.
6. 06Report themesWeekly summaries show recurring issues by department for managers to act on in their meetings.

1. Sources
   • Google Business Profile API
   • OTA review exports or APIs
   • Post-stay WhatsApp feedback
2. Understanding
   • Theme and sentiment classifier
   • Language detection
   • Stay matching with PMS data
3. Drafting and approval
   • LLM reply drafter with a brand voice guide
   • Policy rules for sensitive topics
   • Approval queues for staff and the GM
4. Insights
   • Weekly department theme report
   • Rating and response time tracking

Staff approve every reply before it is published, and the GM handles all negative and sensitive reviews personally. Compensation, refunds or offers are never mentioned in public replies without management approval.

• Google Business Profile API
• OTA extranets and review exports
• Hotel PMS for stay matching
• WhatsApp Business API for post-stay requests
• Email or Slack for weekly reports

• No reply published without human approval
• No guest personal details, room numbers or booking data in public replies
• Review requests sent to all opted-in guests, never filtered by expected sentiment
• No incentives for reviews, and no fake or staff-written reviews
• Sensitive topics always escalated to the GM

• Review requests follow platform rules, which generally prohibit selectively soliciting positive reviews or offering incentives for them.
• Guest feedback and stay data are processed within purpose and retention limits under the DPDP Act 2023.

• Hospitality & Travel

  WhatsApp Booking Assistant for Hotels

  Answer availability and rate questions on WhatsApp, show rooms, take UPI advances and confirm bookings in your PMS, with staff stepping in for groups, negotiations and complaints.

• Hospitality & Travel

  Housekeeping Room Inspection from Photos

  Check each cleaned room from attendant photos against your room standard: bed, bathroom, amenities, minibar and visible damage, with supervisors confirming before the room is released.

• Hospitality & Travel

  Kitchen Hygiene Monitoring

  Monitor kitchen cameras for missing caps and gloves, uncovered food, open bins, spills and pests at night, with alerts and daily hygiene summaries reviewed by the chef and hygiene lead.

• Retail, D2C & Quick Commerce

  Review and UGC Insights for Product Teams

  Classify reviews, Q&A, social comments and return reasons into product issues by SKU and batch, including Hinglish text, and give product teams a weekly digest with source quotes.