A question about a specific service leads to specific reviews
Instead of scrolling through hundreds of reviews, visitors ask in natural language and receive a concise summary with the option to check the sources.
Is the spa area quiet in the evening?
The user wants to learn about other guests’ experiences of the atmosphere and occupancy of the spa area after 18:00.
A qualified conclusion
AI summarises reviews containing the relevant topic and time, reports the number of sources and avoids drawing a conclusion if the sample is too small.
- most frequently repeated observations
- number and sources of the reviews used
- clear indication when the sample is too small
Search reviews, not create marketing promises
The module answers questions about experiences described in indexed reviews. It does not turn a single comment into a fact or fill knowledge gaps with information from outside the review index.
Combines ratings
It presents a summary of ratings from connected sources in a single widget on the hotel website.
Searches themes
It finds reviews relating to a specific service, facility or point during the stay.
Shows the evidence
It provides the scale of the material and lets users open the reviews behind the answer.
How does the chat answer questions using reviews?
Identifying the topic
AI determines which service, feature or experience the visitor’s question concerns.
Finding reviews
It searches only the unified review index from connected portals.
Assessing the material
It checks the number, recency and recurrence of mentions before drawing a conclusion.
Summary with sources
It provides a cautious answer and lets the user check the reviews used.
Reviews remain the sole source of answers
The scope covers reviews imported into the index from Booking.com and Google or other approved sources. How up to date the result is depends on the synchronisation frequency.
What does AI use?
- visitor’s question
- unified review index
- ratings, dates and review sources
- minimum evidence rules
What does the team receive?
- summary of reviews relating to the topic
- number and distribution of sources used
- links to source reviews
The hotel controls the sources, but does not rewrite reviews
The team selects the connected portals and presentation rules. The answer must remain faithful to the source material, including when it contains criticism.
Staff manage the sources and can report incorrect grouping, but should not turn the result into an unverified marketing claim.
The module does not respond to reviews on behalf of the hotel, moderate reviews, provide private guest support or claim that one person’s experience represents all visitors.
Reliable answers about previous guests’ experiences
Visitors can find reviews about a service they are interested in without filtering them manually.
The summary shows the scale of the material and its sources instead of hiding the basis for the answer.
Hundreds of existing reviews become a useful, searchable layer of the hotel website.
The review index powers the website widget
The module requires a unified index of reviews and ratings. The widget can use the same communication and recording rules as the other website tools.
Related process elements
Frequently asked questions
Which reviews does the chat use?
Only reviews imported into the approved index, for example from Booking.com and Google.
Does it show negative conclusions?
Yes, if they are supported by the material. The answer should summarise the reviews honestly rather than act as advertising.
Can users open the source?
Yes. The answer should identify the reviews used, or at least the source and the scale of the material.
Does the chat respond to reviews on behalf of the hotel?
No. It is a widget for website visitors; brand responses to reviews belong to a separate reputation management process.