Hotel reputation management starts during the stay
Most bad reviews start with a small problem nobody heard about in time.
HiJiffy gives guests an easy way to tell you while they are still at the hotel, and asks every guest for a review at the right moment.
2,600+ hotels in 65+ countries use HiJiffy’s Guest Communications Platform
"We only find out when the review is online"
A cold room, a noisy neighbour, a missing towel. Small problems that a guest would mention if it were easy, at 11 at night, in their own language.
When it is not easy, they say nothing at the desk and write it in the review. By then, your team can only reply. They can no longer fix it.
How HiJiffy supports hotel review management
HiJiffy’s AI handles up to 90% of guest conversations, and the rest reach your team with full context.
Hear about problems before they go online
Guests talk to your hotel on WhatsApp or chat at any hour, through the same digital concierge that answers their everyday questions.
Complaints and special requests go to your team fast.
Ask for the review at the right moment
A short WhatsApp message on the day of check-out, with a direct link to your review page, for example on TripAdvisor.
Every guest gets the same neutral request, and any reply reaches your team in the inbox.
Measure guest satisfaction
A short message during the stay and a feedback form after it, both on WhatsApp, a channel with open rates above 80%.
You hear from guests while it still matters.
Learn what guests really ask
Reports show the chatbot’s satisfaction score, negative feedback, the questions guests ask most and the ones it could not answer.
That tells you what to fix on your website and in your operation.
Secure AI: no answer that hurts your name
No invented promises
Aplysia, HiJiffy’s AI built for hospitality, answers only from your hotel’s verified knowledge. Guardrails stop it from inventing a policy or an amenity, and a wrong promise is how many bad reviews begin.
Full visibility
You can see the source behind every answer, and reports show the questions it could not fully answer.
The same correct answer everywhere
For groups, an update made at company level reaches every property, which protects the online reputation of each hotel and of the brand.
Prepared Teams: the unhappy guest reaches a person in time
Seen first
Sentiment and intent detection highlights unhappy guests, so your team can see them first and act before check-out.
Ready to act
The conversation reaches the right team with the full context and a suggested reply ready to go.
In the guest’s language
Instant translation in the Console lets your team resolve a problem in the guest’s language.
Direct Revenue: guests who stay in touch
The same flows that ask for the review
Guest Journey Campaigns on WhatsApp are triggered by real reservation events and run on pre-built flows you set up once: pre-arrival, check-in, offers during the stay, check-out and the review request. See Guest Journey Campaigns.
OTA guests, answered by your hotel
Guests who booked on Booking.com or Expedia get answers inside those platforms. A QR code at the hotel brings them into your WhatsApp during the stay, where you can hear about problems early.
Visitors who read your reviews
The chat on your website answers their questions while they decide. Booking Recovery follows up on WhatsApp with those who started a booking in the chat, left their number and consent, and did not finish.
85%
Guest satisfaction (CSAT)
Entourage sur-le-Lac
82%
WhatsApp open rate
PortoBay Hotels
93%
Automation rate
Lamington Group
10K+
Staff hours saved
AutoCamp
PROOF FROM HOTELS
Results from hotels using HiJiffy
Hotels, resorts and groups use HiJiffy to answer guests on every channel and give their teams time for the moments that need a person. HiJiffy’s AI handles up to 90% of guest conversations automatically.
Keep exploring
A hotel concierge app guests do not need to download
See what the guest sees: the concierge on WhatsApp, on your website and inside your own app.
Guest Journey Campaigns
The right message at each stage of the stay, triggered by your PMS and set up once.
Digital check-in that guests complete
Send the online check-in link where guests read their messages and answer their questions on the spot.
Hotel reputation management: FAQs
What is hotel reputation management?
Hotel reputation management is everything a hotel does to earn and protect what guests say about it online. It covers the service itself, quick answers, solving problems during the stay, asking for reviews and replying to them. HiJiffy covers the part before the review is written: the conversation during the stay and the review request.
How can a hotel get more positive reviews?
Ask, at the right moment and on a channel guests actually read. A short WhatsApp message on the day of check-out reaches guests on the phone they use every day. Keep the request neutral and send it to every guest, with no incentive. Most review sites do not allow incentives for reviews.
Can HiJiffy stop negative reviews?
No tool can promise that. HiJiffy gives unhappy guests a fast way to reach your team during the stay, which is when a problem can still be solved. Sentiment detection highlights those conversations, so your team sees them first and can act before the guest leaves.
Does HiJiffy reply to reviews on Google or TripAdvisor?
No. HiJiffy is not a review management platform in that sense. It works before the review is written: it answers guests, highlights unhappy ones and asks for the review. For monitoring and replying to reviews, it works alongside the review tools you already use.
Can my team check AI replies before they are sent?
Yes, for the conversations that reach your team. The AI suggests a reply and your agent reviews, edits and sends it. For email, the AI drafts the reply and the agent always checks it before sending. Routine questions in chat are answered automatically from your verified knowledge, with the source visible in the inbox.
Does it connect to our PMS?
Yes. HiJiffy connects with 100+ hotel systems, including your PMS. The PMS is what triggers the messages at the right moment of the stay, such as the message during the stay and the review request on the day of check-out. You set the flows up once with HiJiffy’s team.
Is guest feedback data safe?
HiJiffy is GDPR-compliant and encrypts data in transit and at rest. Your hotel keeps ownership and control of its guest data and conversations. WhatsApp review requests and satisfaction messages are for guests who gave their consent. Details are on our security and compliance page.