ChatGPT
Google SheetsA reply to a Google review is read by every future guest who looks up your property. Most managers reply late, or paste the same line under every review. This tutorial sets up a simple reply routine for a hotel or restaurant in Mumbai, Goa or Pune. ChatGPT writes the first draft, and a named manager makes the final edit.
What you need
- A Google Business Profile for your property. Google requires the business to be verified before you can reply to reviews.
- A ChatGPT account and a Google Sheet called "Review Log".
- A short list of facts only your team knows: the room or table involved, the fix you made, the dish the guest mentioned.
- Ten minutes at the end of each shift.
Step 1: Decide which reviews stay with a human
Use AI for positive reviews and mild complaints. Keep these for the manager to write without an AI draft: reviews about food poisoning, injury, harassment, a named staff member, or a legal threat. A hotelier's guide on AI replies advises keeping highly sensitive reviews away from AI entirely.
Step 2: Set up the Review Log
Create these columns: Date, Star rating, Review text, Facts we know, Draft, Final reply, Posted by, Posted on. Copy the review text only. Leave out the reviewer's name, and never paste guest names, room numbers, booking IDs or phone numbers into the log. Add a column for the date you replied, so you can see how long each review waited.
Step 3: Create a ChatGPT Project for replies
Make a Project called "Guest Replies". In the project instructions, write the property name, the tone you want (warm, short, specific), the sign-off format, and a list of phrases to avoid, such as "We are so sorry to hear" and "Thank you for your valuable feedback". ChatGPT Projects keep these instructions with every chat in the project.
Step 4: Draft a reply to a positive review
You are replying as the front-office manager of [hotel name], [area, city]. Write a reply to this 5-star Google review: "[paste review text]". Use only these facts: [facts we know, for example: the sea-facing room on the 4th floor, the breakfast team]. Keep it under 70 words. Be specific to what the guest mentioned, use no stock openers and no emojis, and end with "[manager first name], Front Office". Do not offer a discount, a free stay or any other reward.
Step 5: Draft a reply to a complaint
Write a reply to this 2-star review of [property name]: "[paste review text]". Facts we know: [what was done, for example: the AC on the 2nd floor was repaired the same day within two hours]. Acknowledge the specific problem in one sentence, state what we did, and invite the guest to contact [manager email or phone] to talk it through. Keep it under 90 words. Do not argue with the guest, do not blame a named staff member, and do not claim anything beyond the facts given.
Read the draft out loud once. Cut anything that sounds like a template. If the complaint involves money, a refund or a charge, the reply should only invite the guest to call the manager, and the details should be discussed by phone rather than in public.
Step 6: Check the reply against Google's rules and post it
Google checks every reply against its content policies. If a reply is not approved, Google asks you to edit it. Checks usually take up to 10 minutes. Approved replies appear under the review as coming from the business, with no personal name. Post the reply from Read reviews in your Business Profile, then fill in the "Posted by" and "Posted on" columns in the log.
Step 7: Review the log every week
Once a week, find the repeat problems. This is more useful than the replies themselves.
Here are the reviews for [property name] from last week, with star ratings: [paste rows]. List the three problems guests mention most often, the number of reviews that mention each one, and one practical fix for each. Use only the reviews given. Do not guess at causes that the reviews do not mention.
Tips
- Fill in the "Facts we know" column first. A reply is only as specific as the facts you give the model.
- Keep replies under 80 words. Long replies read as scripted.
- Reply in the language the guest wrote in, if someone on your team writes that language well. A reply in a different language can confuse the guest.
- For a restaurant in Mumbai, use the dish name the way it appears on your menu.
- Do not offer discounts or free meals in replies to reviews. Keep rewards for the guest relations team to handle privately.
Keep it safe
Do not paste guest names, room numbers, booking IDs, card details or phone numbers into a personal ChatGPT account. Paste the review text and your facts only. If several staff members use AI for replies, agree a short written rule on what can go in, and use a business plan with admin controls rather than individual personal accounts.
Sources
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