In this article we will help you understand why a review answered in the Online module may reappear as "Not Answered"
The OTAs that allow you to reply to their reviews directly from our Fidelity platform are Booking, Tripadvisor, Expedia, and Google.
When a review is replied to directly from the platform, it will remain in "Awaiting approval" status until the OTA reviews, approves, and publishes the response, after which it will move to "Answered" status. This process can take up to 72 hours.
It may happen that this flow is not completed and an answered review reappears as "Unanswered"; the reasons may be the following:
- Rejection of the response by the OTA: It may happen that the response sent is rejected by the OTA. In that case, we recommend logging in directly to the OTA's website to check the status of the response. If it was rejected, you can edit it or reply to it again from the website. Once the response is approved and published, it will be marked as answered in Fidelity.
- Delay in the response review: The OTA may be experiencing a delay in the response review process, exceeding 72 hours. In this case, we recommend logging in to the OTA's website, checking the response status, and if it is still awaiting approval, writing to the OTA's support to ask about the reasons for the delay. Once the response is approved and published, it will be marked as answered in Fidelity.
- The response is not reflected on the OTA: If, after replying to a review, 72 hours pass and it reappears as "Unanswered" and upon logging into the OTA's extranet no rejected or pending approval response is reflected, we recommend sending an email to support@myhotel.cl asking to review the case; please attach a screenshot of the review to be checked.
If you have any other questions, please write to us at support@myhotel.cl