Hotel Review Management
Automated, contactless and personalised
HiJiffy’s Hotel Virtual Concierge is available 24/7 from the pre-stay stage until the guests’ departure. Engage with your upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise your guests’ trip.
How does HiJiffy's Virtual Concierge work?
Connect with guest anytime, anywhere
The AI-powered solution is designed to connect with guests at all points during their visit. Contact them via WhatsApp, SMS or email to make sure you are ahead of their needs.
Maximise your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guests’ preferences to offer exclusive and personalised services.
Automate your check-in and check-out just at your guest’s fingertips
Customers are one click away from personalising their stay even before their arrival. At the same time, hotels can retrieve all this data directly in their PMS to improve customer experience.
How would it look like for you?
Let us show you.
Virtual Concierge Features
AI-powered concierge agent
An artificially intelligent virtual concierge assists guests with pre-stay, in-stay and post-stay requests.
Room upgrade messages
Suggest personalised room upgrade opportunities during the pre-arrival stage.
Digital check-in
Integrate your PMS to offer pre-check-in forms to your upcoming guests and minimise time spent at the reception.
Upsell and cross-sell campaigns
Send automated messages to communicate personalised upselling and cross-selling campaigns.
AI specialised in hospitality FAQs
Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs.
Automated WhatsApp messages
Automate and trigger messages on your hotel’s WhatsApp channel throughout your guests’ journey, such as check-in/check-out campaigns, feedback campaigns, and more.
Custom team notifications
Set rules for notifying the right teams for specific requests.
Guest reviews and satisfaction surveys
Send guest satisfaction surveys during and at the end of the stay and obtain reviews for internal monitoring or external platforms like TripAdvisor or Google.
Customised campaigns for a target audience
Trigger campaigns for guests matching specific rate plans or profile (e.g. families, couples), subject to availability.
CSAT score metrics
Collect and access guests’ feedback to evaluate the performance of the chatbot and individual human agents.
Hotel Review Management – FAQ
What is hotel review management and why is it important?
Hotel review management is the process of effectively acknowledging and replying to online reviews of your establishment. It may also include encouraging your guests to leave reviews. Potential customers will put more faith in a rating that is based on a greater number of reviews, so the more positive reviews you have, the better. By actively managing your hotel reviews, you have the chance to address any issues in the replies.
What are the most effective strategies for managing hotel reviews online?
Being open and honest is always the best policy, so never attempt to hide or remove a negative review. A bad review is your chance to make a change and show the world how you deal with negative feedback. If you feel the feedback is unjustified, or the writer has made an error, it can be tempting to leave a defensive comment, but it may escalate the issue further. Approach negative comments in a constructive way, with an open and polite attitude. There may be some valuable and useful feedback on how to improve guest experiences, and so you can thank reviewers for drawing this to your attention and perhaps let them know that you are going to implement their suggestions.
People are more likely to air their views if they have a grievance, and less likely to write a review if their stay was pleasant yet uneventful. Be proactive and email guests after their stay and ask them to leave a review. This prompt may encourage more people to leave a positive review that can be seen by the public.
What are the benefits of hotel review management online?
By interacting with guest reviews, you are showing potential customers that you are attentive and open to feedback. You are reassuring potential guests that should they have a problem, you will try your best to fix it. By encouraging positive feedback, you will build up an online reputation. Review sites may have a star rating, or they may feature the top hotels in your area. Hit these lists and get a good star rating, and that is some great publicity right there. Hotel marketing can be costly, yet with reviews, you are getting free publicity from genuine customers.
Carefully reading your reviews, rather than simply adding a cut and paste reply, can also bring you many benefits with regard to ideas and suggestions for improvement. Your guests might have some interesting ideas you had not thought of, so it can be greatly beneficial to make note of this type of comment and see if you can implement some requested changes.
What are the biggest challenges of hotel review management?
Finding the right approach when dealing with negative reviews can be difficult. Hoteliers can easily feel offended by negative comments, and this can come across in replies. Any reply needs to be carefully thought through and written clearly. Issues need to be addressed; positive comments should be acknowledged. For consistency, it can be useful to have one staff member be responsible for responding to reviews, and that person should perhaps be chosen for their writing skills rather than their level of seniority at the hotel.
