The problem
A riad in the Marrakech medina receives reviews in French, English, Spanish and German. The owner replies late or not at all, and unanswered negative reviews hurt the ranking.
The solution, step by step
- Route review notification emails from Booking and TripAdvisor into a dedicated Gmail label.
- A Zapier zap triggers on each new email and extracts the review text and rating.
- ChatGPT drafts a reply in the guest's language: thanks, one personal detail picked from the review, and a fix promise if the rating is low.
- The draft lands in the owner's inbox for one-click approval before posting.
- Reviews under 3 stars also trigger an internal alert to fix the issue mentioned.
- 100% of reviews answered within 24h, versus 40% before.
- Around 3 hours saved weekly.
- Better platform ranking: response rate is a visible trust signal that lifts bookings by 5 to 10%.