Question 1

What exactly is the 72-hour response promise?

Accepted Answer

Every new review that appears on your Google or Tripadvisor listing gets a published reply within 72 hours of us seeing it. We monitor daily, so most replies land a good deal sooner. One-star reviews jump the queue on Silver and Gold, because those are the ones prospective guests read first.

Question 2

Does the 72 hours include weekends and bank holidays?

Accepted Answer

Yes. Guests don't stop posting on a Sunday, so we don't stop replying on a Sunday.

Question 3

How does the human verification process work?

Accepted Answer

We draft a reply that references what the guest actually said, in your tone of voice. A Reply Right team member then reads it, checks the facts, the tone and anything on your 'never mention' list, and only then posts it. Nothing goes live unchecked — no unsupervised bots, ever.

Question 4

Do you use AI to write the replies?

Accepted Answer

We use good tools to work quickly, but a human writes or rewrites and always verifies before publishing. The founder has over 30 years of customer service and review-response experience, and that judgement is the actual product.

Question 5

Which platforms are covered — Google or Tripadvisor?

Accepted Answer

Both, on every plan, with no separate charge. Your monthly review allowance is shared across the two: Bronze covers up to 25 replies a month in total, Silver up to 35, and Gold is unlimited.

Question 6

Are Google and Tripadvisor replies written differently?

Accepted Answer

Yes. Google replies are shorter, search-friendly and reference your service and location naturally. Tripadvisor readers expect a more detailed, hospitality-style response, so those run a little longer. Same voice, different room.

Question 7

What access do you need?

Accepted Answer

Manager access to your Google Business Profile and your Tripadvisor management centre. That's enough to post replies and nothing more — we never need your card details or booking system.

Question 8

How do you handle negative reviews?

Accepted Answer

Calmly and specifically. We acknowledge the issue, avoid excuses, note what's being done, and invite the guest back where appropriate. The audience is the next 500 people reading it, not the one person who complained.

Question 9

What if I exceed my plan's review limit?

Accepted Answer

We flag it before anything changes and you can move up a tier whenever you like. Gold has no limit, so busy summers are covered.

Question 10

Is there a contract?

Accepted Answer

No. It's monthly and you can cancel any time. We'd rather earn next month than trap you in it.

Questions, answered

The details