📌 This article answers the following questions:
- How can I monitor and respond to all my customer reviews via elloha?
- How do I send an automatic review request to my customers after their stay?
- How do I display customer reviews on my elloha website?
- How can I improve my overall rating on booking platforms?
Why is this important?
Today, nearly 9 out of 10 travellers check reviews before confirming a booking. Rigorous monitoring allows you to:
Highlight your hospitality and your strengths (homemade breakfast, spotless cleanliness, etc.).
Identify areas for improvement to offer an ever-better experience.
Reassure potential guests by showing that you value every piece of customer feedback.
Follow the step-by-step guide
Step 1: Access your customer reviews
In the left-hand side menu of your elloha dashboard, click on ‘Customer Reviews’.
This dashboard brings together all the ratings and comments left by your customers, regardless of the platform they came from (Airbnb, Booking.com, etc.).
Step 2: Analyse your performance metrics
From the overview, you can access key data to manage your accommodation’s reputation:
Overall average: the average score across all platforms.
Breakdown by channel: a breakdown of your reviews by OTA (Booking.com, Airbnb, etc.) and partners.
Total volume: the cumulative number of reviews received.
News feed: a list of your latest comments.
Thematic analysis: recurring themes mentioned in your guests’ comments.
Use these metrics to quickly identify the strengths of your offering and the key areas for improvement.
Step 3: Monitor your reviews from online travel agencies (OTAs)
As well as Google reviews, elloha centralises the comments left by your customers across your various distribution channels.
Make sure your Booking.com, Airbnb or Vrbo – Abritel accounts are already linked to elloha.
Select the tab for the booking platform you wish to view to see the feedback.
Step 4: Respond to your customers’ reviews
Centralise the management of your online reputation by replying to comments directly from your elloha account.
Type your reply in the dedicated field.
Click Save to confirm that your message has been sent to the platform (Booking.com, Airbnb or Vrbo).
💡 Tip: For Airbnb and Vrbo, you can also rate your guests by clicking on the ‘Your Review’ button.
Key points
Time-saving: Everything is centralised in a single tool.
Professional image: Responding to every review shows you’re a passionate and attentive host.