A thoughtful reply to every review
Concierva writes a suggested reply to each new review on Booking.com and Airbnb, in the reviewer's language, using what the guest actually said and what you know about your property. Nothing is published until you approve it, which suits owners who care about reviews but rarely have a quiet half hour to answer them.
Reviews pile up, and the critical ones are the hardest to write
Future guests read your replies as much as the reviews. A warm, specific answer to a good review shows that someone is paying attention; a calm answer to a critical one often matters more than the score. But writing them takes time and the right mood. After a long day, a review that says the Wi-Fi was slow or the street was noisy is easy to answer defensively, or not at all. Copy-pasted thank-you lines are quickly noticed, and reviews in Italian or Dutch tend to be left for later and then forgotten.
How it works
A new review arrives
Each new Booking.com or Airbnb review appears in your inbox with a suggested reply already written.
The reply is personal
Concierva thanks the guest for what they enjoyed, answers specific complaints calmly and mentions what you have changed, if you have told it. It writes in the reviewer's language.
You approve with one click
Read it, edit a word if you like, approve. Serious complaints, refund demands or anything involving a dispute are flagged for you to handle personally.
What it does
Specific, not generic
The reply refers to what the guest wrote, the breakfast, the view, the noisy street, so it does not read like a template.
Calm with criticism
Critical reviews get a polite, factual answer that acknowledges the point without arguing with the guest.
The reviewer's language
A review in Italian is answered in Italian. Future guests reading in that language see a reply they can understand.
Your facts
If you have fixed something, tell Concierva once and it can mention it where relevant. It never invents improvements.
Always approved by you
Review replies are public, so nothing is published without your approval.
In the same inbox
Reviews sit alongside guest messages and calls, so you see the whole picture of a stay.
Writing replies yourself / With Concierva
- Writing replies yourselfWith Concierva
- Left for a quiet moment that rarely comesA suggested reply waiting as soon as the review appears
- The same thank-you line, copiedA reply that mentions what this guest wrote
- Foreign-language reviews put offReplies in the reviewer's language
- Critical reviews answered in a bad moodCalm, factual drafts you can adjust
- Reviews in one place, messages in anotherReviews and conversations in one inbox
Questions
Does Concierva publish replies automatically?
No. Review replies are public, so each one waits for your approval. You can edit it before approving.
Which platforms does it cover?
Reviews on Booking.com and Airbnb. They appear in your inbox with a suggested reply.
How does it handle a very negative review?
It drafts a calm, specific reply and flags the review for you. Anything involving refunds, disputes or accusations is yours to decide.
Will every reply sound the same?
No. Each reply is written from the review itself and your property information, so they read as individual answers.
Can it mention improvements we have made?
Yes, if you have told it about them. It will not claim changes you have not made.
Read the articleHow to reply to a negative review on Booking.com, with examples
A simple structure for replying to bad Booking.com reviews, what to avoid, and example replies to three common complaints.
Read the articleGuests who write in German, Italian, Hebrew or Polish: answering in their language
How to reply to guests in their own language without a translator on staff: the traps of copy-paste translation, tone, names and dates.
Read the articleWhat you should never leave to an AI at the front desk
Cancellations, refunds, payments, complaints and safety belong to a person. Here is how a good hand-off works: a holding reply and a clear summary.
Answer every review the way you would on a good day
Tell us about your property and we will show you suggested replies for your recent reviews.