Responding to guest feedback quickly and professionally isn’t just a nice-to-have; it’s essential for maintaining your reputation and building guest loyalty, not only with the guest who took the time to give you feedback, but (in the case of online reviews) for any other potential guests who are reading reviews and noting how you respond to get a measure of the experience you give your guests.
Unfortunately, many hoteliers find responding to reviews time-consuming, overwhelming and draining. And if multiple team members are responsible for review responses, the impression given can be inconsistent. Recently, hoteliers have been turning to AI to help, and enjoying the following benefits:
Efficiency
AI tools can significantly reduce the time spent drafting responses, especially for a large volume of reviews. Our users tell us that it takes on average 5 minutes to respond to a review. With AI, this can be reduced to as little as 2 minutes per review. Imagine that you are responding to just one review a day (we all know it’s way more than that), over the course of a year, that's 30 hours spent responding to reviews. With the right AI tool, that could be reduced by more than half, while maintaining or even improving the standard of responses…
Quality
AI eliminates typos, poor grammar, and clumsy wording, ensuring the basics of professional responses are taken care of. AI also helps maintain a consistent tone and quality in responses, reflecting the brand's voice effectively. This means that no matter how many members of your team you have responding to reviews, your brand voice carries through all replies.
Overcoming Writer's Block
We have all been there at some point: sat in front of the computer trying to be polite and professional when really you’d like to say exactly what you think. AI can provide a starting point for responses, helping staff overcome writer's block and generate replies more quickly and politely in some cases.
Handling Complex Reviews
AI can assist in formulating responses to complex, lengthy reviews, ensuring a thoughtful and professional reply is achieved each and every time. When a guest takes the time to leave you a detailed review, it is important to respond to that review with the same level of detail, AI can make this quicker and more accurate.
With tools like ChatGPT easily accessible, some hoteliers have started using generic AI platforms to draft their guest responses.
While it's certainly a good start, there is an even smarter, safer, and more streamlined way to handle your online reviews: GuestRevu AI.
Here’s why it’s the better choice, and why hoteliers across property types, from boutique B&Bs to multi-property groups, are making the switch.
Find out how the Royal St Andrews Hotel blends AI with exceptional service
ChatGPT is a brilliant generalist — it can help write poems, build websites, or summarise scientific articles. But it doesn’t know your hotel, your guests, or your brand voice unless you feed it all that information from scratch, every time.
GuestRevu AI on the other hand, was built specifically for the hospitality industry. It understands how to interpret reviews, identify guest sentiment, and reflect your tone — whether that’s warm and welcoming, polished and professional, or casual and friendly. You can even set your default preferred tones and provide instructions or brand phrasing, so responses feel aligned with your hotel’s voice every time.
Let’s face it, copying a guest review into ChatGPT, adjusting the prompt, waiting for a response, and then copying it back into your review platform is clunky and time-consuming. For busy teams, that’s an extra layer of admin nobody needs, and it increases the opportunity for human error (Wrong chat? Wrong prompt? Pasting the wrong response?).
With GuestRevu AI, everything happens in one place. Just click "Generate Response" next to the review, make any quick tweaks you like, and hit publish. Responses are suggested in seconds based on the review content and your predetermined guidelines — no need to bounce between tabs or platforms.
One of the biggest limitations of using ChatGPT manually is that it starts each prompt from zero. Unless you feed in detailed context (like your hotel’s name, the type of guest, or previous interactions) you’re likely to get a generic (and possibly visibly AI-ish) response.
GuestRevu AI works directly with your guest feedback and survey data. That means it knows things like:
This results in responses that feel natural and accurate, and much closer to something you’d write yourself.
When you paste a guest review into a public AI tool like ChatGPT, you could be violating privacy laws like GDPR or POPIA — especially if guest names or stay details are included. Once data leaves your platform, there’s no telling how it might be stored or used.
With GuestRevu AI, guest information stays within a secure, GDPR-compliant platform designed specifically for hospitality. Sophisticated anonymisation algorithms are used to mitigate the risk of leaking personal guest information into third-party systems.
Unlike fully automated tools, GuestRevu AI puts you in the driver’s seat. You can:
There’s even a setting to append a custom P.S. or branding line to all AI-generated replies — great for loyalty messages, cross-promotion, or your signature sign-off.
ChatGPT learns your tone from previous conversations and information you have provided. Although a powerful tool, the way you use it is key here. If each of your employees has their own account, then your tone and brand will be inconsistent. Additionally, many employees use their ChatGPT account in their spare time when a professional tone isn’t required, and GPT will match this tone in future conversations.
ChatGPT might be fine in a pinch. But when it comes to managing guest feedback — where tone, accuracy, and brand voice really matter — it makes more sense to use a tool built for the job.
GuestRevu AI is faster, safer, more secure, and tailored to hospitality.
No more copy-pasting. No more “starting from scratch.” Just clear, confident responses — ready when you are.