AI review insights for hotels
The smallest changes that make the biggest difference to your guests
We bring together your Google, TripAdvisor and Booking reviews and tell you what to do this week.
From $63 a month per hotel · 30 days free, no card
How it works
From hundreds of reviews to five changes
Every Monday, a short report you can read on your phone in two minutes.
We gather your reviews
Google, TripAdvisor and Booking in one place, in every language your guests write in.
Claude reads each one
It records every complaint and every compliment with the guest's exact words. The code does the maths, not the AI.
We tell you what to do
Up to five small changes, with who does it, what it costs and the reviews asking for it.
Example
This week's five changes
This is the trial report for an all-inclusive beach hotel, with its name removed. Pick a change to see where it comes from.
This week's changes
An all-inclusive beach hotel · Example with real data, hotel name removed
Change 1 of 5 · Kitchen
Taste the buffet before it opens
The head chef tastes every tray before the buffet opens, removes anything left from the previous service and checks every half hour that hot food is still hot.
- Reviews
- 37 of 204
- Cost
- Under €50
- When
- This week
- Who
- Kitchen
Complaints in 90 days it fixes
«Parecía recalentada del día anterior.»In English: «It looked like yesterday's food, reheated.»
What to expect. The 90-day Booking score could rise by 0.18 to 0.39 points out of 10. It is an estimate, not a promise.
How you know it is done. A sheet by the pass, signed by the head chef at every service with the time of each check.
37 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 2 of 5 · Kitchen
Rotate the buffet's main dishes
Draw up a weekly buffet rota that changes the main dishes each day, with no dish repeated in the week and local and international food on alternate days.
- Reviews
- 43 of 204
- Cost
- Under €50
- When
- This week
- Who
- Kitchen
Complaints in 90 days it fixes
«muy poca variedad en la comida, repetían lo mismo solo que cambiaban la presentación»In English: «very little variety in the food, they served the same thing and only changed how it looked»
What to expect. The 90-day Booking score could rise by 0.17 to 0.36 points out of 10. It is an estimate, not a promise.
How you know it is done. The rota is on the kitchen wall and, walking past the buffet on consecutive days, the main dishes change.
43 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 3 of 5 · Management
Five minutes on a real case
A five-minute talk at the start of every shift on a real case from the reviews and how it should have been handled, including how children are treated.
- Reviews
- 23 of 204
- Cost
- Under €50
- When
- This week
- Who
- Management
Complaints in 90 days it fixes
«the staff were rude»What to expect. The 90-day Booking score could rise by 0.10 to 0.22 points out of 10. It is an estimate, not a promise.
How you know it is done. An attendance sheet per shift with the case covered, reviewed by management every week.
23 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 4 of 5 · Front desk
An issue log with an owner
An issue log at the front desk with the time and who owns each issue. Whatever is still open at shift change goes to the shift leader, who calls the guest.
- Reviews
- 14 of 204
- Cost
- Under €50
- When
- This week
- Who
- Front desk
Complaints in 90 days it fixes
«près de 3 jours ont été nécessaires pour obtenir un technicien et un changement de chambre»In English: «it took almost three days to get a technician and a room change»
What to expect. It will not move the score visibly: it removes a complaint that keeps coming back.
How you know it is done. Every morning management checks the log: no issue without an owner and none open for more than a shift without a call to the guest.
14 of the 204 written reviews from the last 90 days complain about something this change fixes.
Change 5 of 5 · Entertainment
One morning and one afternoon activity
Make sure there is a morning and an afternoon activity at the pool every day, with the entertainment lead checking mid-morning that it is happening.
- Reviews
- 16 of 204
- Cost
- Under €50
- When
- This week
- Who
- Entertainment
Complaints in 90 days it fixes
«Cero actividades para entretener al huésped.»In English: «Zero activities to keep guests entertained.»
What to expect. It will not move the score visibly: it fills the days with no activities and protects one of the hotel's strengths.
How you know it is done. A daily sheet with the morning and afternoon activity, signed mid-morning by the person in charge.
16 of the 204 written reviews from the last 90 days complain about something this change fixes.
The smallest changes come first and, among them, the ones that fix the most complaints. If fewer than five have enough evidence, fewer appear.
Replies
Replies that know what you fixed
A generic AI answers the review. PolarPuffin answers with what your hotel has actually done.
- It only states what the hotel has confirmed. No services you do not offer and no promises nobody signed off.
- In each guest's language. And within each platform's rules.
- No stock phrases. It does not repeat what you said in earlier replies.
- You decide. You review every draft before it goes live.
Measurement
Eight weeks later you know if it worked
When you mark a change as done, we compare complaints before and after with the same formula.
- It worksComplaints fall by half or more.
- No changeThere are enough reviews and they do not fall.
- Too early to sayFewer than 15 new reviews. We say so.
Illustrative example
Before: 26 complaints in 12 weeks. After: 3 in 8 weeks.
It worksComplaints drop to less than half and the difference is not chance.
Sectors
We start with hotels
Price
From $63 a month per hotel
Billed yearly. Monthly, $79 with no minimum term. VAT excluded. The first 30 days are free, no card needed.
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