What is on the screen
Four groups, in this order. The strip under the title jumps to each: Collect, Reply, Reputation, Alerts.Collecting Feedback
Four ways of asking, in the guest’s own order. Each has its own switch; turning one on does not turn on another.
A row that is on shows one line of controls:
- During the stay — Survey (one of your surveys that is ready to send), When (After the 1st night … After the 7th night, or 6 hours to 2 days before checkout; the 2nd night is recommended), and Channels (Messages, Email).
- After checkout — Survey (Rating request (one question), or one of your surveys), Send after (2 hours recommended, up to 7 days), and Channels.
- In the room (QR) — Survey, and the Link: one stable link for the whole hotel, with Copy link and View QR. The QR dialog shows the code large enough to scan from the screen, says where it works — a calm spot the guest sees when settled, the bathroom mirror or the bedside, never the checkout desk — and Print sheet opens a plain page to print: the code, one sentence for the guest, and your hotel’s name.
Replying to Reviews
Your Google connection comes first, because replying to a published review is what it is for: Connect Google, then pick which of your business locations it points at. Its state is shown as Connected or Connection needs attention. Reply mode — whether replies to your Google reviews are written for you: Off, Draft (recommended) or Auto-reply. Draft keeps every reply for your approval. Auto-reply can publish replies without your approval, so check the Inbox for replies that still need attention. It can be chosen once Google is connected. The AI’s voice — how your replies are written:- Default tone.
- Signature — Name, Title and Hotel Name.
- Response length — Short, Medium or Detailed.
- Response language — Auto-detect replies in the language the guest wrote in; or pick one language.
- Standing instructions — what you want your replies to do, up to 300 characters; a counter shows how many you have used. Its Save button appears once you change the text. For one reply only, use Instructions for this reply on Response AI.
Reputation Tracking
Your public standing over time, and the competitor hotels you are compared against on Analytics.Team Alerts
Low-rating alerts: the rating threshold that counts as low (1 star and below to 4 stars and below), Notify these team members, and the Notification channels (Email, SMS). The same people are alerted about low survey answers, and about complaints guests write in a survey, in the guest’s own words (What guests wrote). The Morning report sits here too — one e-mail every morning with how guests rated you, the low ratings waiting for a follow-up, the month, the departments, your surveys and Google (what is in it). Once it is switched on, set Send at, in your hotel’s local time, and Send to these team members; with nobody picked, it goes to your hotel’s main contact e-mail. A team member with no e-mail address is shown as such rather than silently skipped.What you do here
1
Decide about each way of asking separately
One asks inside a conversation the guest started; two go out by message; one waits in the room. Turning one on does not turn on another.
2
Choose one survey per moment
During the stay and After checkout each hold one survey. Choosing a survey for a moment replaces whatever held it before.
3
Set the moments deliberately
Set When for the in-stay survey and Send after for the checkout survey under Collecting Feedback.
4
Print the room code once
The link never changes when you swap the survey, so one print is enough. Place it where the guest is settled — never at the checkout desk.
5
Name real people for alerts
An alert with nobody on it is a bad answer nobody sees until somebody opens the inbox.
6
Set the voice once, here
If you are editing the same thing out of every Context-aware draft, write it into Standing instructions and select Save. For a single reply, Response AI has its own Instructions for this reply.
7
Add your reply panels
Open Reply panels and paste, for each platform you answer on, the link to the page where you reply. Copy & open on Response AI then lands you there.
8
Connect Google under Replying to Reviews, then pick your location
The connection is one step; choosing which of your business locations it points at is the next.
Choose a survey that is ready to send. Create it under Surveys and mark it as ready. Check the status shown for each collection method and choose another survey if it needs attention.
The room code is optional, and only guests on your roster can answer it.