Based on automation rules within the tool, the hotel’s General Manager (GM) receives an alert when a negative guest review is published. If a response is posted within the time limit, the case is closed. If not, the case is automatically escalated to the customer care center in Dublin, who charge the hotel for this service.
By creating a ‘view’ for all negative reviews, managers can monitor review response performance at a glance on a hotel, brand, or group level.
