How it works
How PolarPuffin works
We do not summarise reviews. Every week we tell you the smallest changes that will do most for your guests, with the reviews that prove it.
Last updated:
Five steps every week
We bring together the hotel's Google, TripAdvisor and Booking reviews.
Claude reads every review in its language and records each complaint and each piece of praise with its exact quote.
The code counts, weights recent reviews more and ranks the changes by how small they are and how many complaints they solve.
Every Monday the report arrives by email with up to five changes (and, with Hotel Pro, the draft replies).
When the hotel marks a change as done, we check at 4 and 8 weeks whether it worked.
The first thing you see on Monday
One screen, always in the same order.
- 01Your 90-day score. On each platform, with the trend against the previous 90 days and the number of reviews.
- 02One sentence. The most important thing this week, said plainly.
- 03This week's changes. Numbered, one line each: what to do and who does it.
- 04What needs a look today. Open alerts and negative reviews with no reply.
- 05What worked. The last change measured and its verdict.
What a change is
A concrete action, done by a named role, in days rather than months, at a small cost and asked for by your reviews.
Not a change
“Improve cleanliness”.
A change
“Add checking the shower drain and clearing hair to the housekeeping checklist”.
How they are ranked
- Smallest for your hotel first. The lowest-cost, quickest changes go in, among those with enough evidence.
- Then, what fixes the most complaints. One change that fixes three complaints at once beats three that fix one each.
- Five at most. If fewer have enough evidence, fewer appear. We never pad the list.
- Big things, separately. Building work or a new supplier is not a quick change: it appears as a bigger issue, with what you can do in the meantime.
Alerts between reports
By email, with at most one message a day carrying the top three. Risk alerts go out on their own, straight away.
- Risk
- A review mentions health, allergies, an injury, pests, theft or discrimination.
- Something new and growing
- A complaint that was not there before and keeps coming up.
- Same place again
- The same room, area or dish comes up twice in two months.
- Score dropping
- A platform's 30-day score falls clearly against the previous 90 days.
- Negative reviews with no reply
- 1 or 2-star reviews still without a reply after three days.
Replies to reviews
Every draft is in the guest's language, answers what they said and only states what the hotel has confirmed. If you have made a change, the reply can mention it.
If it worked, you will know
You mark a change as done, with its date. At 4 and 8 weeks we compare complaints on that topic with the 12 weeks before.
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.
What we do not do
So you can trust every line of the report.
- It does not promise a higher score: it gives an estimate with its method, never a promise.
- It does not publish replies on its own: the hotel reviews each draft and publishes it.
- It does not store or show the name of whoever wrote a review.
- It does not make up numbers: the code calculates every figure and every sentence from the AI cites the reviews behind it.
Try PolarPuffin with your hotel
Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card.