The hotel and guesthouse playbook

Guests message at all hours and in many languages, and they read your review replies before they book. This playbook sets AeroReply up so common questions get an accurate answer fast, every review gets a thoughtful reply, and your posts send people to book direct.

At a glance

• Who it's for: Boutique hotels, guesthouses, B&Bs and holiday lets.
• Channels: Instagram, Facebook and Google Business Profile.
• Team: Front desk and an owner or manager.
• Setup time: About an hour.
• You'll use: Inbox with AI reply drafts, Brand kit knowledge, Reputation, Planner.

The challenge

Check-in times, parking, pets and breakfast questions arrive day and night. Reviews pile up on Google, and unanswered ones cost bookings.

• The same guest questions answered by hand, at all hours.
• Reviews, good and bad, left without a reply.
• A feed that shows rooms but never asks people to book direct.

Step 1: Write down every answer once

AI drafts now answer guest questions accurately. In Auto mode, the AI can reply to messages above your minimum intent score while you're offline.

Step 2: Answer from one inbox

Open Inbox, click Needs reply and use Draft a reply. The front desk can Assign to me at the start of each shift.

Step 3: Reply to every review

Open Reputation (on plans that include it) to see reviews next to messages, and reply to each one. Use Request reviews after a good stay.

Step 4: Post for direct bookings

Queue posts about the room, the breakfast, the area and seasonal offers, each ending with your direct booking link.

What to track

• Response rate and Median reply time in Reputation.
• Reviews with a reply, out of all reviews received.
• Direct booking clicks under Analytics → Link in Bio.

Your first week

Where to go next

• Answer every message with AI drafts.
• Review response templates.
• Social media for hotels and travel.