Industries / Hotels & Hospitality
Google review management for hotels and serviced apartments
Your guests write in many languages, and every reply is read by the next guest deciding where to book.
Hotel guests leave Google reviews in many languages, about many departments — front desk, housekeeping, restaurant, pool. Firstcliq answers each review in the language it was written in and in your property's tone, holds anything rated one or two stars and escalates it to the manager you nominate, and keeps each property's settings separate when you run more than one.
One profile, many departments, many languages
A hotel review can praise the front desk and complain about breakfast in the same paragraph, in a language your team does not read. Someone has to answer both points, and that answer is public.
- Guests review in their own language, not yours
- One review often covers several departments
- Future guests read your replies before they book
An example review, and what happens to it
“Beautiful room and the front desk team were wonderful, but breakfast closed at 10 and nobody mentioned it at check-in.”
The reply it posts
Lucía, thank you — we will share your words with the front desk team. You are right that breakfast times should be mentioned at check-in, and we are passing that on so the next guest hears it first.
The reply thanks the team she praised and owns the breakfast point without arguing about it. Had she written in Spanish, the reply would have been in Spanish.
The topics that dominate in hotels & hospitality
Every review is tagged against a fixed list of topics — including the ones above — so you can see what people actually keep mentioning rather than guessing.
Every guest answered in their own language
Firstcliq detects the language of each review and replies in it, right-to-left included. Set a primary and secondary language per property, and decide whether reviews in any other language are answered automatically or held for you.
See exactly how it worksSetting up a property
More people stand behind a hotel review than behind most businesses' reviews. Four things to set before you leave it running.
- 1
Send escalations to the duty manager
One and two star reviews are held and escalated. Send them to the person who can act on them — duty or guest relations manager — not a shared inbox.
- 2
Set your two main guest languages
Pick the primary and secondary language for each property, then decide whether reviews in other languages are answered automatically or held for you.
- 3
Give each property its own voice
Each location keeps its own tone, reply mode, templates and languages, so a city hotel and a beach resort can sound different under one account.
- 4
Keep outlet hours right on Google
Restaurant, pool and check-in hours that are wrong on Google cause complaints that have nothing to do with the stay. The health score flags profile fields that need attention.
Questions from hotels & hospitality
Can it reply to guests in their own language?
Yes. Each review is answered in the language it was written in, including right-to-left. You set a primary and secondary language per property, and decide whether reviews in other languages are answered automatically or held for you.
We run several properties. Can each have its own voice?
Yes. Each location keeps its own tone, reply mode, templates and languages, and you manage all of them from one dashboard.
Can a manager approve replies before they post?
Yes. Set the reply delay to manual approval and nothing is posted until someone opens it. One and two star reviews are always held and escalated to whoever you nominate.
Does it cover TripAdvisor or Booking.com reviews?
No. Firstcliq works with Google reviews on your Google Business Profile only.
Other industries
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