Guest reviews call for a fast, thoughtful reply, but not every review needs the same response. The Review response master reads each new guest review as soon as it arrives 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, nothing is published for that review.
Understand the Review response master agent
The agent works across all your connected channels, such as Airbnb, Booking.com, Expedia, and Vrbo. It starts automatically whenever a new guest review arrives, and each run handles that one review only. If the review already has a reply, the agent skips it.
For each review, the agent reads the review text and rating, and analyzes sentiment and key themes. Because 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. That score determines which of the following three tiers the review falls into.
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 creates a follow-up task and adds a note to the reservation so you can address the review directly. |
It skips reviews with no text, an unsupported rating scale, or an unrecognized channel, and posts no public reply for them.
Drafts are limited to 600 characters. If a draft exceeds the limit, the agent trims it at the end of the last complete sentence, so the reply never cuts off mid-word.
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.
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
AI 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
The agent adds an entry to your activity feed for each review it handles. 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 finished handling the review. For positive reviews, this means the reply was posted to the booking channel. A reply counts as posted once the channel accepts it, even if the channel doesn't return a reply ID.
- 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 a reply or wait for approval. Instead, check the follow-up task and reservation note it created, and respond to the guest as needed.
Related agents
The Review response master 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 master leaves off on critical reviews, helping with review-removal requests and internal task follow-up.