10. The Review Response Backlog
Category:
Opportunity Scenario:
You know that responding promptly to reviews impacts future bookings, but your management team struggles to keep up with the volume across multiple platforms (TripAdvisor, Google, Booking.com). During high season, your response time stretches to 7+ days, and you resort to generic templates that guests recognize as insincere. Negative reviews often go unaddressed for weeks, remaining visible to potential bookers without your perspective or resolution, while positive reviews miss the opportunity for relationship building.
Strategic Approach:
A review response system that drafts personalized, contextually appropriate responses to guest reviews across all platforms. The system identifies specific mentions in reviews, references relevant details from the guest’s stay, and suggests appropriate compensation or acknowledgment where needed.
