ChatGPT for Hotel Reviews – In the age of digital communication, responding to hotel guest reviews has become an integral part of hospitality management. With the sheer volume of feedback hotels receive, timely and effective responses can be challenging. Enter ChatGPT, a cutting-edge AI language model developed by OpenAI. This tool provides an innovative solution, allowing hoteliers to craft quick and personalized replies to guest feedback. By leveraging the capabilities of ChatGPT, hotels can enhance their customer service, ensuring guests feel heard and valued.
1. Where Can I See My Guest Reviews?
The ‘Guest Reviews’ tab on the extranet helps you understand what guests liked about their stay and what they think could be improved. In this tab, you’ll find all reviews from the last 36 months, as well as the review scores and average ratings for additional services like breakfast and WiFi. The tab is divided into three sections: • Guest reviews • Average review score: • Additional ratings
2. Guest Reviews?
This section displays all your reviews from the last 36 months, with the most recent ones at the top. For each review, you can see the total review score, as well as how individual categories like location and cleanliness are rated. Reviews sometimes also contain details such as guest name, reservation number, and comments. If a guest writes an anonymous review, we do not include the name, reservation number, or submission date. Reviews will not appear if the guest did not stay at your property, or if the review is more than 36 months old.
If a guest writes a comment, you can reply to their review by clicking a button labeled ‘Reply’. Responses will appear on your property page, below the guest comment. You can find more information about replying to reviews here. It’s worth noting that reviews will disappear from the ‘Guest Reviews’ tab first and then from your property page 48 hours later.
3. Average Review Score
This section displays your scores for six main categories (staff, facilities, cleanliness, comfort, location, and value for money), as well as your overall average score. By looking at each category, you’ll get a clear picture of what’s going well at the property and what can be improved. The overall average score is calculated within 48 hours of a new guest review, or within 48 hours after a review is removed.
Additional ratings
In this section, you can see how guests rate other factors like breakfast or WiFi. These ratings don’t directly affect your overall average score. However, they might appear separately on your Booking.com page.
Responding to guest reviews
Guests who have stayed at your property can give reviews and ratings from one to ten. These reviews are a great way to get feedback that can enhance your property and services for potential guests. You can respond to guest reviews via the extranet or the Pulse app. Your response will be reviewed by our team before being published.
4. Responding To Guest Reviews
You can respond to guest reviews in the language used in the review or in English. Responses in other languages will not be published. You can respond to guest reviews that have a title or comment. You can respond to guest reviews via the extranet or the Pulse app, but you can only edit or delete existing responses via the extranet alone. Follow these steps to respond to a review on the extranet:
- Log in to the extranet
- In the Guest Reviews section, click Guest Reviews
- Under the review you want to respond to, click Reply
- Write your response, then click Submit Follow these steps to respond to a review on the Pulse app:
- Open the Pulse app on your mobile device
- Tap More
- Tap Guest Reviews, then Guest Reviews
- Tap the review you want to respond to
- Write your response, then tap Submit Follow these steps to edit or delete an existing response:
- Log in to the extranet
- In the Guest Reviews section, click Guest Reviews
- Under the review you want to respond to, click View received responses
- Click Edit and make the changes you want
Click Submit
5. General Tips For Responding To Guest Reviews
Ensuring effective communication with guests is a cornerstone of excellent hospitality management. The manner in which hotels respond to online reviews can significantly impact their reputation and future bookings. A thoughtful and strategic approach to replying can turn even negative feedback into an opportunity for growth and positive impression. Here are some best practices to consider when crafting your responses:
- Personalized Messages: Craft tailored messages to show guest appreciation.
- Politeness: Maintain professionalism, especially with negative reviews.
- Brevity: Keep responses concise and truthful.
- Originality: Avoid generic replies; be specific and authentic.
- Positivity: Use uplifting language, even in responses to negative feedback.
- Empathy: Address concerns sincerely and mention improvements when possible.
- Content Guidelines: Familiarize yourself with our moderation rules for appropriate responses.
6. Template for ChatGPT Prompt to response the Guest Review in Booking.com
Have a guest review from Booking.com and need a quick, effective response? Simply copy the template provided below and paste it into ChatGPT. Make sure to replace the placeholders with the relevant details such as [Guest’s Name] and [Property/Hotel Name]. We’ve crafted this response to adhere to best practices in hospitality. Customize as necessary to fit your specific situation and guest feedback.
When you receive a review from [Guest’s Name] on Booking.com:
[Insert the Guest’s Review from Booking.com here]
Please draft a response as if you’re the manager of “Property/Hotel Name”. Your reply should not exceed 80 words. When replying, remember the following guidelines:Stay calm and be polite; A unique response for each guest; Show that you care; Made improvements? Let them know!
Conclusion
Embracing technology, especially tools like ChatGPT, can significantly streamline the process of addressing hotel guest reviews. Not only does it save time, but it also ensures consistent, articulate, and personalized responses. In an industry where customer satisfaction is paramount, harnessing the power of AI to communicate effectively with guests can be a game-changer. As hotels look to the future, integrating AI-driven solutions into their feedback management strategies will undoubtedly play a pivotal role in maintaining and enhancing their reputations.
As you navigate the digital marketing seas, consider this guide your compass. Interested in delving deeper? Don’t forget to explore more our insightful services like
- Lua-Reservation: Streamlining Bookings, Elevating Guest Experiences
- Lua-Engine: Integration booking system
- Lua-Sales: Expanding Horizons, Amplifying Opportunities.
- Lua-Creative: Highlights unique aspects of your property
If you’re enticed by the idea of partnering with Lokalua by Dijiwa Sanctuaries, or wish to join our ranks, feel free to contact us or learn more about the Lokalua Partnership. So, as we close this guide, I encourage you to embrace the exciting world of media buying. Strap in, get ready, and let the music of your marketing symphony play!
