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Review of Hotel Speaker

8
User-friendly multilingual replies, but the tone can miss the mark
Aura Host from 200 to 499 room Luxury Hotels in Sitges (Spain)
Verified
2 days ago
Products Reviewed
Reputation Management
What do you like most?
The interface is exceptionally user-friendly, and its responses are consistently tailored to reflect the guest’s opinions and feedback accurately. The platform’s multilingual capabilities, combined with its fast response times, enable us to effectively monitor and respond to all reviews received through OTAs, ensuring consistent and timely guest engagement.
What do you dislike or think could be improved?
In our experience, the responses do not always match the length and tone of the guest's review. They tend to be overly detailed and sometimes almost poetic, which may not be appropriate for guests who leave short and concise reviews. It would be beneficial to take returning and loyal guests into account (maybe introduce a more informal mode), allowing the tone of the response to be adjusted and made slightly more informal when appropriate. Since the replies are signed by our Aura Manager, who in many cases has had direct contact with these guests, the relationship often goes beyond a strictly guest-employee interaction. A more personalized and familiar tone would help reflect that connection and create a more authentic guest experience.
4.0
Very Good
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
4.0/5
Implementation
N/A

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