Responses

Many review portals offer you the possibility to reply to guest comments publicly. We summarize the statistics of how active your hotels are in responding in this tile. Your response rate is only calculated based upon reviews from sites that allow responses. So only reviews that can actually be responded to, will be taken into account on your response rate. We’ve posted a list of the sites that you can post management responses in the reviews section. Please note that your public and protected reviews collected using your TrustYou Survey are also included in the response rate.

The responses by star section shows a percentage of all management comments submitted vs. respondable reviews received. With this, you are able to see at one glance if all reviews that meet a certain threshold were covered with a management response. One star equals a 20 point range on a 100 points scale (or a 1 point range on a 5 points scale).

Note: Most review sites moderate both reviews and responses. There can be a delay between when a review or response is sent and when it appears both on the site and in TrustYou. Any review that you/the hotel click/s respond on is marked as responded in TrustYou, even if the response doesn’t appear yet. The response is then updated in the response rate, once it has been published on the official review site and updated accordingly in your TrustYou platform.