Guest reviews
Bring your reviews into ChatBeds: Google read every hour, other sites from a spreadsheet, and replies drafted for you to approve.
The Reviews page gathers what guests say about your hotel, and lets you answer them in one place. A review of 3 stars or less tells your managers on WhatsApp straight away.
Where reviews come from
| Site | How they come in | Your reply |
|---|---|---|
| Connect your Google Business Profile once. Reviews are read every hour. | Posted to Google when you approve it | |
| Booking.com, Airbnb, Tripadvisor, Expedia, Agoda | Download your reviews from the site's extranet as a spreadsheet (CSV) and import it | Copy it and paste it on the site |
| Anywhere else | Type the review in | Copy it and paste it where the review is |
Booking.com and the other sites don't let other software read their reviews, which is why they come in by spreadsheet.
Connecting Google
Click Connect Google
On Reviews, in the Google box, click Connect Google. Only people who can change settings see this button.
Sign in to Google
Sign in with the Google account that owns or manages your hotel's Business Profile, and allow ChatBeds to manage it. Google sends you back to ChatBeds.
Choose your location
If the account manages one place, it is chosen for you. If it manages several, click your hotel. Its reviews are read straight away.
The Google box then shows when reviews were last read. Click Read now to read them again. Disconnect stops new reviews coming in; the ones already read stay.
If Connect Google isn't there
Connecting Google needs ChatBeds to be set up for it on your server. If the box says it isn't set up, type Google reviews in by hand for now.
Importing a spreadsheet
Download your reviews
In the site's extranet (for example Booking.com's Guest reviews), download the reviews as a CSV file.
Import it
On Reviews, under Other sites, click Import a spreadsheet. Choose the site and the file, then click Import.
ChatBeds reads the usual columns: the date, the guest's name, the score, the title, the review (or its liked and disliked parts) and your reply on the site. Scores out of 10 (Booking.com, Agoda, Expedia) are shown out of 5: an 8.6 is 4.3 stars. Rows already imported are skipped, so importing the same file again adds only new reviews. Rows without a readable date are listed so you can check them.
To type a review in, click Type one in, choose the site and fill in the score, date, guest and text. For Booking.com, Agoda and Expedia the score is out of 10.
Replying
Draft a reply
Click Draft a reply on a review. Gemini writes one in the review's language, answering each point the guest made, without making excuses or promising refunds. Without Gemini, a reply is written from the score. Or click Write one to write it yourself.
Edit and approve
Read the reply, change what you like and click Approve reply (Approve and post to Google for a Google review).
Post it
A Google review's reply is posted to Google at once; the review shows when. For the other sites, click Copy the reply and paste it on the site.
If Google refuses a reply (for example the account was removed from the Business Profile), the review says why and shows Try again. Take back removes an approved reply, and from Google too.
Low scores on WhatsApp
A new review of 3 stars or less, written in the last 7 days, sends one WhatsApp message to the owner and general manager, with the score, the site and the start of the review. An old review imported from a spreadsheet doesn't send a message.
Removing a review
A review typed in or imported by mistake can be removed with Remove. Google's reviews can't be removed here: they come from Google.
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