Booking.com Review Responses, Done Right

Draft and approve high-quality responses with AI while meeting Booking.com rules. Control tone, languages, and escalation.

As one of the world's largest Online Travel Agencies (OTAs), Booking.com is a critical source of reservations and a powerful platform for your hotel's reputation. Potential guests rely heavily on the experiences of others to make their decisions. According to a global survey by Booking.com, 75% of travelers say reviews are important for finding welcoming hosts, and over half have decided against booking a property due to negative feedback.

Managing these reviews effectively requires a balance of speed, quality, and adherence to platform guidelines. Our platform is designed to help you master this balance, turning guest feedback into a powerful asset.

Why This Matters

Speed + Quality

Responding quickly shows potential guests that you are attentive and engaged. However, speed should never come at the cost of quality. Our AI-powered tools generate high-quality, on-brand drafts in seconds, freeing up your team to personalize the message and add a human touch. For sensitive cases, you can maintain full control with a built-in approval workflow.

SLA & Escalation

Set clear performance targets (Service Level Agreements, or SLAs) for your team's response times and track them effortlessly. Our system helps you meet your goals by prioritizing reviews that need attention and automatically routing complex or sensitive issues to the right managers, ensuring nothing falls through the cracks.

Core Features

• Tone Presets: Define your brand's voice once—whether formal, friendly, or empathetic—and apply it consistently across all properties and responses.
• Approval Queue: Give supervisors the final say. Route all or specific draft replies to a manager's queue for review and approval before they are published on Booking.com.
• Language Support: Communicate with guests in their native language. Our AI drafts responses in the guest's language, while built-in policy guardrails ensure your core message and brand safety are always maintained.
• Examples Library: Get started instantly with a collection of best-practice templates for positive, neutral, and negative reviews, ready to be customized.

Expected Outcomes

• Much Faster Response Time: Reduce the time it takes to draft and publish responses, meeting guest expectations and platform best practices.
• More Consistent Ratings with Steady Replies: A steady, professional, and empathetic reply strategy helps mitigate the impact of negative reviews and reinforces positive experiences, leading to more stable and improved ratings over time.
• Better Compliance and Fewer Rework Cycles: With brand voice presets, policy guardrails, and an approval queue, you ensure every response is compliant and on-brand the first time, reducing the need for edits and corrections.

FAQ

• Do you support multiple languages? Yes—you can configure unique tone and language settings for each property, ensuring your responses are always appropriate for your global audience. Our AI will draft the response in the language of the original review.
• How does the approval workflow work? You can route draft responses to designated managers who review and approve them before publishing. This ensures quality control while maintaining fast response times.
• Can I customize the tone for different situations? Absolutely. You can set default tone presets (formal, friendly, empathetic) and adjust them as needed for specific reviews or situations.