Hoteliers can now improve internal efficiency by responding directly to guest reviews received on Google without having to leave the ReviewPro platform, according to ReviewPro. Hotel clients no longer need to navigate away from the ReviewPro platform, sign in to Google My Business or spend time searching for specific reviews to which to write a response.
The new application programming interface also offers a solution to hoteliers who want to respond to the increasing volume of Google reviews but are cautious about giving staff access to the company Google account. Staff now can respond directly to Google reviews from the ReviewPro platform without needing access to the Google company logins.
“Google has emerged as the leading player in online hotel review distribution in the last few years, and we are pleased to be able to make the important task of responding to reviews smoother, faster and more efficient for our clients,” ReviewPro CEO RJ Friedlander said in a statement. “Responding to reviews is key for any hotel’s guest-experience strategy and we have made that process easier, facilitating the essential task of responding to Google guest reviews.”
According to a study by ReviewPro, Google reviews increased 309 percent from 2016 to 2017 and by an additional 114 percent from 2017 to 2018. They now represent an average of 36 percent of review share and lead Booking.com and TripAdvisor when ranking by average volume of reviews.
In addition, ReviewPro is one of the first companies to develop a Booking.com direct-response API. Booking.com reviews represent a significant portion of hotel review volume, and this development means a saving in time and resources for hoteliers. ReviewPro clients already report responding time as being 40 percent faster when using the direct-response API compared to the previous process for responding to reviews, which involved signing into Booking.com and manually searching for the review.