In the ever-evolving hospitality landscape, guest feedback remains as important as ever. Travellers rely on reviews when choosing where to stay, and hotels that respond quickly and professionally to guest feedback reap a multitude of rewards. However, managing reviews efficiently and effectively at scale is a time-consuming task. Hoteliers looking for ways to save time and improve the quality of their online review responses will therefore be pleased to learn that hospitality’s #1 guest feedback solution has now introduced AI-Powered Management Responses.
This cutting-edge feature is designed to assist hoteliers and their teams in crafting personalised, professional, and brand-consistent responses to guest reviews in a matter of seconds, saving them hours and headaches! By analysing the nuances of each review, GuestRevu AI generates contextually relevant replies, ensuring guests feel valued and heard.
The feature has already been tested by a diverse range of hoteliers, with feedback highlighting time savings, improved response quality, and a more consistent brand voice.
“I like the fact that you already have a base response – you’ve got a kickstart and that saves time,” shares Miguel Farinha, Hotel Manager at Kruger Gate Hotel. For hoteliers who receive high volumes of reviews, the ability to quickly generate a thoughtful, structured response is a game-changer.
Working with their extensive international client base, GuestRevu designed the AI tool around the needs of real hoteliers, who were instrumental in determining which key features would best save them time without sacrificing quality or control. A priority was to introduce extensive customisation options to ensure AI-generated responses reflect each hotel’s unique style. Hoteliers using GuestRevu AI can now:
- Select tone descriptors: Choose up to three adjectives (e.g., Friendly, Professional, Warm) to align responses with the hotel’s brand personality.
- Provide specific guidelines: Input specific, detailed instructions to the AI to ensure replies resonate with property-specific messaging.
- Add universal sign-offs: Incorporate consistent P.S. notes, such as promoting direct bookings or loyalty programs.
- Choose language preferences: Opt between UK and US English defaults to maintain linguistic consistency, and translate the generated reply to the reviewer’s language.
- Apply settings across properties: Hotel groups can establish a unified voice by setting similar defaults, while still allowing for local nuances.
Even without extensive customisation, however, early testers were impressed with the AI’s capability to produce authentic, non-generic replies. “The generated responses are spot on,” says Difford Louw, General Manager of Royal St Andrews Hotel, “What I like about it most is that it takes details out of the review and mentions those things in the response to the guest”.
Time is a precious commodity in hospitality. By automating the initial draft of responses, this tool allows teams to focus on delivering exceptional guest experiences. “It can save me up to about one and a half to two hours worth of thinking of things to say,” adds Louw, emphasising the efficiency gained, especially when addressing negative feedback.
One of the biggest challenges hoteliers face is responding thoughtfully and efficiently to negative reviews. A well-crafted response can help recover guest relationships and demonstrate strong service values to potential future guests. Even seasoned hoteliers can sometimes find themselves on the back foot when responding to criticism, but many of the testers noted that GuestRevu AI helps hotels navigate difficult feedback with confidence.
With positive reviews, the tool ensures that guests still receive a thoughtful response without consuming valuable team resources. As Mikail Andrews, Revenue Manager at the Royal St Andrews Hotel put it: “It’s instant, you just click a button and the response is there ready to go.”
GuestRevu’s commitment to innovation doesn’t stop here. The AI-Powered Management Responses feature is the first step in a broader series of new features that will harness the power of AI to make hotelier’s lives easier. Development has already begun on a suite of AI-driven reporting tools that will provide in-depth insights into guest sentiment trends and operational improvements.
“We built GuestRevu AI to help hoteliers save time without sacrificing the personal touch that makes hospitality special,” said Chris Alexandre, CEO of GuestRevu. “The feedback from our beta users has been fantastic, and we’re excited to keep building AI tools that empower hoteliers to make smarter, faster decisions.”
GuestRevu’s Chief Growth Officer, Paul Griffiths, will be attending ITB Berlin, where he is eager to showcase the new AI tool and discuss upcoming developments. If you spot him, don’t hesitate to ask for a demonstration or inquire about the next phase of GuestRevu’s AI journey.
Hoteliers keen on enhancing guest engagement without overburdening their teams can explore GuestRevu AI-Powered Management Responses today.
