Reviews: Google and TripAdvisor

Three tabs, All sites, Google and TripAdvisor, each with:
- A summary: your Google rating and total reviews, your TripAdvisor rating and rank, the reviews in the period with their average, how many the hotel answered (and low reviews still without a reply) and positive against negative.
- What guests say (✦ AI): what guests love, what they complain about, and the names and situations they mention.
- Scores guests gave: the extra scores Google and TripAdvisor ask for (rooms, service, location, value, cleanliness, sleep) and who travelled.
- Month by month and By time of year (all years), and Your rating next to your competitors.
- Every review, with filters, Translate with AI and Draft reply with AI.

Choose 12 months, 24 months or All at the top.

The first time, click Import all reviews (Google + TripAdvisor). Hotelmente reads every Google review of your hotel, newest first, with the hotel’s reply when there is one, and finds your TripAdvisor listing with its rating, rank and reviews. A long history can take a couple of minutes; if the page says some are left, press again. After that the button reads Update reviews and brings in only what is new. Hotelmente reads public reviews only and never posts anything.

Hotelmente finds your Google listing when you search for competitors. Open Competition → Prices → ⚙ My competitors and click Find competitors near me once. Tick ✓ Competitor on the hotels you compete with, then come back to Reviews and import your reviews.

All of them: every Google review of your hotel and every TripAdvisor review, not only the few most relevant. Each Update reviews adds the new ones, and the hotel’s public replies come with them. The summary shows the total on each site and how many fall in the period you chose.

The AI reads every review, in batches, and tags each one as positive or negative, with its themes (for example breakfast, staff, noise, cleanliness) and the names and situations it mentions. Then it writes a short reading with what to do. The page shows What guests love and What guests complain about, with how many reviews mention each theme; click a theme to see those reviews. When new reviews arrive, the button reads Analyze … new reviews. It can take 1 to 3 minutes the first time.

The staff members, places, tours and situations guests name in their reviews, such as a receptionist, a guide or a late check-in, with how many times each was mentioned in the period and whether the review felt positive or negative. It is a quick way to thank the people guests praise and to spot a situation that keeps going wrong. Click one to see those reviews.

Above the list, filter by All, 5★, 4★, 3★ or less, or Not answered. Click a theme in What guests love or What guests complain about, or a name, to see only the reviews that mention it; click the ✕ on the filter to clear it. The tabs at the top show both sites together or only Google or TripAdvisor, and the period buttons choose 12 months, 24 months or All.

Yes. Click Translate with AI under the review and it appears in your language; Show original switches back. The translation is saved, so the next person on your team who reads in the same language sees it right away.

Click Draft reply with AI on a review. The AI writes a public reply of 60 to 120 words from the hotel’s management: it thanks the guest, answers each specific point honestly without being defensive, never shares private details, and invites the guest back or to contact the hotel directly if something went wrong. The draft appears in a box for you to edit, with Copy reply.

No. Edit the draft, click Copy reply, then Open on Google to post ↗ or Open on TripAdvisor to post ↗ and paste it there (on TripAdvisor, from its Management Center). Once your reply is public, the next Update reviews brings it in and the review shows the Hotel reply.

If you use Hotelmente in Spanish, the draft follows the language of the review, so an English review gets an English reply, and a review without text gets a Spanish reply. If you use Hotelmente in English, the draft is in English. You can always edit it.

A new review of 3 stars or less becomes a Critical action in the Action Center and comes first among Today’s moves on the Overview, with a Reply now button that opens Reviews. The summary also counts the low reviews without a reply. Once you have replied or dealt with it, click ✓ Done on the action.

Low reviews appear first among Today’s moves on the Overview, as a Critical action in the Action Center and in the red counter of Reviews in the menu until the action is marked done. There is no separate email or WhatsApp alert: check the Overview daily, or ask How are my reviews? in Ask Hotelmente.

Future guests read how you answer, especially to criticism. A calm, specific reply shows that the hotel listens.

To tag, translate or answer reviews: your hotel’s name, the star rating and the public text of the reviews. No guest data from Cloudbeds is sent.

Yes. Download reviews (CSV) saves the reviews of the tab and period you are looking at, for a spreadsheet: date, site, stars, the extra scores, trip type and the text. The reviewer’s name is reduced to initials.

No. Reviews reads Google and TripAdvisor. Reviews on OTAs such as Booking.com or Expedia are managed in each OTA’s extranet.

Your rating next to your competitors lists the Google rating and review count of your hotel and of every hotel you chose in Competition; Refresh ratings updates them now. Look at both numbers: a 4.8 with 40 reviews is less solid than a 4.6 with 900. For a deeper comparison, including TripAdvisor and what guests talk about in each hotel’s reviews, open Competition → Head to head.

Analyze with AI, Translate with AI and Draft reply with AI appear when the AI service is active for your account and you are an owner or manager. If the AI is still being set up by Hotelmente, reviews still load and the buttons appear when it switches on.

Owners and managers can import and update reviews, run the AI analysis and draft replies. Viewers can read everything, filter, and download the CSV.