AI-Powered Management Responses

Save time by using AI to generate natural, polished responses to your hotel’s reviews and post them with one click. Set up your AI Assistant with instructions specific to your hotel so every response is on-brand.

Set up or edit your default AI management response settings

There are two places in your GuestRevu Account where GuestRevu AI looks for guidance on how to write responses for your hotel. First, it will look at your ORM response template to get an idea of how to format your responses (e.g. whether you prefer to say Hi Guest or Dear Guest). 

Before you give GuestRevu AI any other instructions, make sure that you have customised this template to suit your brand style and voice.

Find out more about your ORM response template here

To edit your default AI settings

1. Log in to your GuestRevu account at https://my.guestrevuapp.com
2. Click on Account > AI Settings (NOTE: only users with account preferences permission will see this page)

On this page, there are several options for giving GuestRevu AI guidance on tailoring its management responses to your brand. You can:

1. Select keywords to define the tone(s) you prefer, 
2. Write out specific instructions for the AI to follow when replying
3. Add a universal P.S. or footer to all your management responses. 

Select tones

1. Click on up to three tones to add them to your default instructions. Selected tones will turn blue.
   
2. To change your selection, click on a selected tone to unselect it (it will no longer be highlighted)
   
   
   
3. If you prefer UK or US English, you can select your preferred language underneath the tone keywords. Your selected option will be highlighted in blue

 

Giving GuestRevu AI detailed instructions

You can also give GuestRevu AI written instructions with more details for writing your hotel’s review responses.

When giving GuestRevu AI instructions, always be very clear and specific. It will take your instructions literally, or, if it doesn't understand them it may ignore your instructions entirely.

To help it understand, it’s often useful to give GuestRevu AI examples, or explain scenarios in which to apply your directions. You have up to 4000 characters to give GuestRevu AI plenty of detailed, custom instructions, and you can add to your instructions at any time.

 

Here are some examples of how to write instructions for AI:

❌ Don’t make responses too long

✅ Responses must be fewer than 200 words long, but longer than 50 words. Ideally, the length of the response should be proportionate to the length of the review. 

❌ Don’t list every point in the review separately

✅ Write responses naturally, grouping related points instead of addressing each item individually. Make responses flow smoothly by combining related topics in a conversational way.

❌ Make responses sound premium

✅ Use polished, sophisticated language to reflect our luxury status.

❌ Promote our sister hotel in responses

✅ Look for natural opportunities to mention our sister hotel, such as when a guest comments on the scenery or island experience. For instance: ‘If you enjoyed the ocean views here, you might love our sister hotel on [other island], which offers breathtaking beachfront stays.’

❌ Mention our history when it makes sense

✅ When relevant, highlight the hotel’s historic charm, mentioning its [century-old architecture/traditional design/original features]. For example, if a guest compliments the atmosphere, you could mention how the hotel has been welcoming travellers since [year] and retains its original [fireplaces, wooden beams, etc.].

 

 

Once you’re happy with your default settings, click Save. A warning will remind you that you are applying these changes to all future AI-generated responses in your account. 

Respond to your reviews using AI

Once you've set up your ORM response template and refined your AI settings, responding to your reviews using AI should only take seconds. 

1. Go to Reviews and click Reply on the review you would like to respond to. 
2. Click Generate Response to get GuestRevu AI to read your review and generate a suggested management response
   
3. Once GuestRevu AI has written the response, you can make any small changes you want to in the text box. 
4. If you're not happy with the response in general, click Generate Again. This will open a window where you can give GuestRevu AI specific instructions for this particular response.  
   
5. Your default tones will be highlighted based on your AI settings, but you can adjust them for each response. You can also provide additional instructions to customise this particular response.
6. Once you’re happy, click Done. GuestRevu AI will write a new management response for you, taking into account the instructions you have just given it. Note: You can regenerate up to three times per review.
7. The new review response will appear in the management response text box, where you can edit it if required.

 

Important Notes:

• Survey Responses: You can send a direct email to the guest
• API Connected Review Sources (Google, Booking.com, Expedia): You can respond directly in the app.
• Other Platforms (Tripadvisor, Airbnb): You will need to copy your response and paste it directly on the platform.

 

Frequently Asked Questions

Is the default tone the same as the response tone?

No, you can set the default tone that applies to all reviews, but you also have the flexibility to adjust the tone for each individual review.

How many times can I generate a response?

You can generate a response up to three times. However, once you regenerate a response, the previous response will no longer be accessible.

Can I edit an AI response?

Yes, you will be able to edit an AI response in the text editor.

Can I choose which response I want to use?

Yes, you have the option to generate an AI response or use your default ORM response template for online reviews, or your default survey response template for survey reviews.