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Online Review Reply Drafter

Example prompt: "When a Google review notification lands in our property inbox, pull out the rating and the review text, match the reviewer to a recent booking in our Google Sheet, and draft a reply tuned to the rating — warm for a 5-star, honest for a 4-star with a niggle, sincere and non-defensive for anything 3 or below. Save as a Gmail draft for the host to sign off — never auto-post."

The Problem

A review lands on Google or Booking.com on a Saturday morning and the host is mid-checkout. Either we reply within the hour from a phone with our thumbs and write something we regret, or we reply on Monday when the review is already at the top of the page and the guest who left it has moved on. The replies that go up under pressure all start to sound the same — "Thank you so much for your kind words!" — and the critical ones that take a few hours of cool reflection are the ones that decide whether the next prospective guest scrolls past or books.

How GloriaMundo Solves It

We use the email notification Google already sends us as the trigger, so we do not need a public-review write API to do useful work. An LLM step pulls the rating and the text out of the notification email. We look the reviewer up against the bookings sheet so the reply can mention the actual room or the actual occasion. A second LLM step drafts the reply in three different registers depending on the tier — glowing, positive with a niggle, critical — with explicit rules about what we do and do not write in public. The draft sits in Gmail for the host to read and send when they have a minute. Critical reviews also fire a red-flag Slack message that pages the owner so the phone call happens before the public reply. Glass Box preview shows the rating, the tier, the matched booking, and the drafted reply before anything is logged.

Example Workflow Steps

  1. Trigger (event): New Gmail message in the property inbox from a Google Business Profile review-notification sender (no-reply@google.com or noreply-businessprofile@google.com), with a subject like 'New review for [property name]'.
  2. Step 1 (llm): Extract the rating, the verbatim review text, and the reviewer's display name from the email body.
  3. Step 2 (integration): Look the reviewer up against the 'Bookings' tab, fuzzy-matching first name plus last initial against check-outs in the last sixty days.
  4. Step 3 (llm): Classify the review into one of three tiers — glowing (5★), positive with a niggle (4★, or 5★ with a specific issue raised), critical (1-3★).
  5. Step 4 (llm): Draft a reply in our voice tuned to the tier — short, sincere, never defensive, never offering compensation in writing for critical reviews.
  6. Step 5 (integration): Save the reply as a Gmail draft to the reply address from the notification email.
  7. Step 6 (integration): Append a row to 'Review Replies' with the rating, the tier, the matched booking, a sanitised paraphrase, and the draft link.
  8. Step 7 (integration): Post a one-liner in #manager on Slack; for critical reviews, tag @owner and use a red-flag prefix.

Integrations Used

  • Gmail — the trigger source (Google's review notification) and the place the draft reply lives
  • Google Sheets — the bookings register for the reviewer lookup, and the 'Review Replies' log
  • Slack — the manager channel, with the owner paged on critical reviews so the phone call comes first

Who This Is For

Owner-operators and small-property managers who run a B&B, a small hotel, or a portfolio of short-let cottages and live or die by their public reviews, who currently reply from a phone at the wrong moment or three days late, and who would prefer a draft on the desk waiting for a five-minute sense-check.

Time & Cost Saved

The reply itself is a five-minute job done well or a thirty-second job done badly. The cost of getting it wrong on a critical review is one or two bookings the next guest does not make. The workflow does not replace the host's judgement — it removes the pressure of doing the first draft at the wrong moment. A property with ten to twenty reviews a month spends an hour or two on review replies; the workflow turns that into ten minutes of reading and editing, and crucially shifts critical replies to after the phone call, not before.