Reviews Settings

Configure review channels, AI responses, automation rules, and notification preferences.

Connected Channels

Manage your review platform integrations

G
Google
Import type: API
Connected
B
Booking.com
Import type: API
Connected
T
TripAdvisor
Import type: CSV
Connected
E
Expedia
Import type: CSV
Disconnected
H
Hotels.com
Import type: Manual
Disconnected

Default Response Tone

Choose how AI-generated responses should sound

Friendly
Warm and approachable tone
Formal
Professional and polished
Empathetic
Understanding and caring
Business Casual
Relaxed yet professional

Brand Voice

Configure default greetings, sign-offs, and response preferences

Use {guest_name} and {hotel_name} as placeholders.
This will appear at the end of each response.

AI Auto-Generation

Control how AI drafts are created and managed

Auto-generate response drafts
Automatically create AI draft responses for new reviews
Auto-approve high-rating responses
Automatically publish AI responses for 4-5 star reviews
Flag low-rating reviews for manual review
Require manual approval for responses to 1-2 star reviews

Auto-Approve Reviews

Automatically approve AI-generated responses above a rating threshold

90
Reviews with a rating percentage at or above this threshold will be auto-approved.

Flag Low Ratings

Flag reviews below a certain rating for manual attention

40
Reviews with a rating percentage at or below this threshold will be flagged.

Skip Spam & Test Reviews

Automatically skip reviews detected as spam or test entries

Auto-Respond to 5-Star No-Text Reviews

Automatically respond to 5-star reviews that have no text content

Smart Snippets

Pre-configured text blocks that are automatically suggested based on review keywords

Breakfast Info
Keywords: breakfast, morning meal, buffet
Any Info Active
Pool Hours
Keywords: pool, swimming
Positive Highlight Active
Noise Apology
Keywords: noise, loud, noisy
Negative Apology Active

How Smart Snippets Work

1. Keyword Detection

When a review contains matching keywords, relevant snippets are identified automatically.

2. Smart Suggestion

The AI incorporates snippet content into draft responses, ensuring relevant details are included.

3. Review & Publish

Review the enriched response, make any final edits, and publish with confidence.

Notification Preferences

Configure when and how you receive review notifications

New Review Alerts
Get notified when a new review is received
Low Rating Alert
Alert when a review falls below the threshold
Threshold: 40
Daily Digest
Receive a daily summary of all new reviews
At 9:00 AM
Weekly Report
Comprehensive weekly review analytics report
Every Monday
Response Reminder
Reminder to respond to unanswered reviews
After 24 hrs

Alert Recipients

Manage who receives review notifications

One email address per line.
One phone number per line (with country code).

Alert History

Recent notification and alert activity

Type Channel Property Status Time
New Review Email Ramada Downtown Dubai Sent 2 hours ago
Low Rating Email + WhatsApp Ramada Downtown Dubai Sent 5 hours ago
Daily Digest Email All Properties Sent Today 9:00 AM
Response Reminder Email The Retreat Palm Dubai Sent Yesterday
New Review WhatsApp Ibis Styles Dubai Jumeira Failed Yesterday

Sync Configuration

Configure how reviews are synced from connected channels

2 hours ago Success
Generate AI drafts on sync
Automatically generate AI response drafts when new reviews are synced
Notify on new reviews
Send notifications when new reviews are imported during sync
Sync historical reviews
Import older reviews from before the integration was set up

CSV Import

Manually import reviews from a CSV file

CSV Format: The file should include columns: guest_name, rating, review_text, review_date, channel. Download a sample CSV template.

Sync & Import History

Recent sync and import activity

Type Channel Reviews Status Time
API Sync Google 12 new Completed 2 hours ago
API Sync Booking.com 8 new Completed 2 hours ago
CSV Import TripAdvisor 45 imported Completed Yesterday