Guest reviews call for a fast, thoughtful reply, but not every review needs the same response. The Review response drafter reads each new guest review and handles it differently depending on how positive or critical it is. It posts a reply automatically for top-rated reviews. For mid-range reviews, it drafts a reply for you to approve. For low-scoring reviews, it flags them for follow-up instead of posting a public reply.
Limitations
Some channels may reject a reply post attempt due to that channel's API restrictions. When this happens, the agent skips posting for that review.
Understand the Review response drafter agent
The agent monitors new guest reviews across all your connected channels, such as Airbnb, Booking.com, Expedia, and Vrbo. It skips reviews that already have an active reply.
The drafter runs automatically six times a day at 03:00, 07:00, 11:00, 15:00, 19:00, and 23:00 UTC. You can also run it manually at any time from the Agents hub.
For each review, the agent reads the review text and rating. It analyzes sentiment and key themes, and converts the channel's rating into a normalized 5-point score. That score determines which of the following three tiers the review falls into. Rating scales vary by channel (some use a 5-point scale, others a 10-point scale). The agent converts every rating to a normalized 5-point score before deciding how to handle it.
How the agent classifies reviews
| Tier | Normalized score | What the agent does |
|---|---|---|
| Positive | 4.5 or higher | Drafts a short, warm reply and posts it to the booking channel automatically. No approval is required. |
| Mixed | 3.5 up to 4.5 | Enriches the draft with reservation and guest conversation details, then waits in the activity feed for your approval before posting. |
| Critical | Below 3.5 | Doesn't draft or post a public reply. Instead, it logs an audit note and creates a high-priority follow-up task so you can address the review directly. |
Reviews with no text, an unsupported channel rating scale, or another unrecognized format are skipped or flagged, and no public reply is posted for them.
Draft quality, for both automatically posted and pending replies, depends on how complete your property's information is. For the best results, ensure your property's amenities, house rules, and title and description are complete and up to date. For mid-range reviews, the draft also draws on reservation and guest conversation context.
Run the Review response drafter manually
Follow the steps below to run the Review response drafter manually.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, click
Agents hub. - At the top, select the Communication tab.
- Click the Review response drafter tile.
- Under "When it runs", click Run now.
Review the results and status of the run in the activity feed.
Review the activity feed
Follow the steps below to review the report.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, click Agents hub.
- In the left submenu, click Agent activity.
- Click the relevant row with the agent's name to review the report details in the right-side panel.
Understand the report status
Each time the drafter runs, it adds an entry to your activity feed for every review it processed. The entry's status tells you the result:
- Action needed: The agent created a draft response for a mid-range review. The draft is waiting for your approval.
- Done: The agent completed its check. This includes runs where no reviews needed a response, and positive reviews where a reply was posted automatically without needing approval.
- Expired: The approval window for a drafted response has passed. You must respond to the review manually.
Review and act on a drafted response
When the activity feed shows the "Action needed" status, a draft is waiting for you to review. This applies to mid-range reviews, where the agent pauses for your input before anything is posted publicly. Choose one of the following actions:
- Click Approve & Post to publish the response on the booking channel.
- Click Dismiss to discard the draft. You can then reply to the guest review manually.
For top-rated reviews, no action is needed—the agent posts the reply on its own, and the activity feed shows the entry as "Done". For low-scoring reviews, the agent doesn't post or wait for approval. It flags the review with a follow-up task so you can respond and escalate as needed.
Related agents
The Review response drafter handles public replies to guest reviews only. It's separate from a few related agents:
- ReplyAI drafts and sends responses to direct guest messages in your inbox, not public review replies.
- Negative Review Challenger and Review to Task Dispatcher pick up where the Review response drafter leaves off on critical reviews, helping with review-removal requests and internal task follow-up.