This article explains the statuses of a review in Online, this will help you to manage the comments of the OTAs.
The Online module is a great support tool for managing OTA reviews from a single place.
It is always important to consider that reviews should be responded to within the first few days after they are received. This demonstrates that the hotel cares about the opinions of its guests.
Remember that when responding to reviews, some can be replied to directly from the platform (Google, Booking, and Tripadvisor), while others require you to go directly to the OTA’s website. A key tip to keep in mind is that for the Coverage indicator, responses to negative reviews carry more weight, so you should always start with those.
In the Online Reviews section, you will find all the reviews received during the period. These reviews will have a specific status, which changes depending on the actions taken by each hotel.
Answered reviews: These are reviews that allow replies and have already been answered by the hotel. They are displayed in blue and include the "See Answer" button. An answered review will indicate which user generated the response, the response date, and where it was made (myHotel or directly on the OTA).
Not answered reviews: These are reviews that allow replies but have not yet been answered by the hotel. They are displayed in yellow. These reviews include the ⚡ Reply button, which allows an intelligent response to be generated. If the review is from Google, Tripadvisor, or Booking, you can reply directly from the platform. If it is from another OTA, the user must go to the OTA’s website to respond.
Answer not allowed: These reviews do not allow responses from the OTA itself. They are displayed in gray and do not affect the "Coverage" indicator.
Pending approval: These reviews are from Tripadvisor or Booking, where a response was generated directly from the platform. The "Pending approval" status remains for a maximum of 72 hours, which is the time Tripadvisor or Booking may take to approve the submitted response. Once the response is approved and published on these OTAs' websites, our scraper detects the response and marks the review as responded.
By understanding the different review statuses, you will be able to manage OTA comments more effectively.