01One evening at the desk
This is how an evening with Marco goes.
Nothing about the evening changes. You are at the desk, the bar is busy, and the internet is somebody else's job. His.
- 20:15
Check-ins are done. A guest needs a taxi, another one wants a table for dinner nearby.
- 21:31
Two stars, about street noise. Not unfair, just badly timed, and now it sits at the top of your page.
★★☆☆☆“Lovely room and a great breakfast, but the street noise kept us awake until two.”
- 21:44
Marco has read it and written a reply in your voice: calm, specific, no corporate apology. It is on your phone as a draft.
- 21:46
You read it between two guests and tap approve. Posted, without opening a laptop.
Without him, that review would have waited until Monday.
02Answers in your voice
He answers what the guest actually wrote.
Not a template with the guest's name pasted in. Marco reads the review and answers that, in the tone you set at the start: formal or relaxed, signed with the name you choose.
Marco · draft for your approval
“Lovely room and a great breakfast, but the street noise kept us awake until two.”
Draft reply
Dear Laura, thank you for your stay and for the kind words about the room and our breakfast. I am sorry the noise from the street kept you awake, that is not the night we want for you. We hope to welcome you back. Anna, Hotel Kadeloft
ApproveEdit
He never promises a refund, a free night or a discount in a reply. If something needs making good, that is your call, not his.
Hotel Kadeloft, Laura and Anna are made up. The shape of the reply is not.
03In the guest's language
Every guest gets an answer they can read.
Hotels get reviews in many languages. Marco answers in the language the review was written in: a German guest gets a German reply, a French guest a French one, and it still sounds like you.
Marco · draft for your approval
“Tolles Frühstück, sehr freundliches Team. Das Zimmer zur Straße war etwas laut.”
Draft reply, in German
Lieber Jonas, vielen Dank für Ihren Aufenthalt und die netten Worte über unser Frühstück und unser Team. Schade, dass es zur Straße hin etwas laut war. Wir freuen uns, Sie wieder bei uns zu begrüßen. Anna
ApproveEdit
You approve it in WhatsApp in your own language; the reply goes up in the guest's.
04You stay in control
Your first three replies are always drafts.
After that you choose: approve every reply yourself, or let Marco post the good reviews on his own.
Posts on his own from ★★★★★
You set the line, for example four stars and up. Anything below it, and anything that reads as serious, comes to you first.
05Runs from WhatsApp
You talk to him like a colleague.
No dashboard to open. You answer Marco in WhatsApp, in your own words, and he does the rest.
- Approve
- Make it shorter
- Never mention prices
- What came in this week?
- Post four stars and up yourself
