Response rate to online reviews shows how actively hotels engage with guest feedback.
It is measured on several review sites, including OTAs.
- Are you responding to online reviews, or are guests left waiting with unanswered queries?
Loopon integrates with platforms like Booking.com, Google Reviews, and Facebook for publishing. However, most review sites do not allow third-party systems like Loopon to publish responses directly. Hotels must log in to those sites to respond.
When direct publishing is not possible, Loopon can suggest a response using templates or AI and pop up the review site. The hotel must then post the response on the review site itself.
Calculation of Response Rates
- Before January 1, 2025: Loopon measured response rates by whether reviews were marked as responded to within Loopon. If a user confirmed the review as responded to only after it was published on the review site, it counted toward the response rate.
- After January 1, 2025: Loopon calculates the rate based on verified responses visible on the review site. This may lower rates for hotels that previously marked responses as complete without publishing them online. A delay will occur, since verification requires time for both the review site and Loopon to update their records.
This change provides a more accurate measure of how many online reviews receive responses. To prevent confusion, Loopon alerts users whenever the review site requires direct response publication with a link to the review site portal.
Link to review site portal with suggested response.
Information that the review has not been automatically published to the review site.