Knowledge is scattered
Policies and service details live in documents, spreadsheets, and people's heads — not in one place you can search in seconds.
For Hotels, Restaurants & Hospitality Businesses
Use Your Business Knowledge to Deliver More Accurate, Faster Customer Service.
Your business already has valuable knowledge — policies, services, FAQs, guest preferences. Twisereply brings that knowledge into every reply to Google reviews and customer messages, so responses are more accurate and go out faster, instead of starting from a blank page or a generic template.
See it in action — paste a review and watch your business knowledge become the reply →
Try the free AI review reply generator — free account to generate →
Customer Review
★★★★☆
"We stayed for a wedding weekend. The room was spotless and the front-desk team were incredibly kind — but breakfast ran out of hot food by 9am on Saturday, and we had nowhere to store our garment bags before the ceremony."
AI Reply
"Thank you for celebrating your wedding weekend with us, and for the kind words about our housekeeping and front-desk team — we'll pass that along. We're sorry the Saturday breakfast service ran short; we've since adjusted our hot-food schedule for weekend rushes. For future stays, our concierge desk offers complimentary garment and luggage storage for exactly this kind of situation — just let the front desk know ahead of time. We'd love to host your next celebration."
Generated from this business's own knowledge base: garment & luggage storage service, weekend breakfast replenishment policy, front-desk notes — not a generic template.
Every specific detail above — the storage offer, the schedule fix — comes from knowledge this business added to Twisereply, not a generic AI guess.
Your business already has the answers. Finding them fast is the hard part.
Policies, services, FAQs, guest preferences — that knowledge exists. The challenge is using the right piece of it, for the right guest, before the moment passes.
Inconsistent answers
Different employees remember — or forget — different details, so the same question gets a different answer depending on who replies.
The right detail arrives too late
Under time pressure, the specific policy or fact that would make a reply accurate doesn't surface fast enough, so it ends up more generic than it needs to be.
Available as a browser extension for Chrome and other Chromium-based browsers (Edge, Brave). Not currently available for Safari.
See your business knowledge become the reply
From your approved knowledge to an AI-assisted reply — every step grounded in what you've actually told Twisereply, not a generic guess.
- Built from your own approved knowledge base, never invented
- You review and approve every reply before anything is sent
- Works right inside the review site via the browser extension
How to Respond to Customer Reviews
Real answers to the questions hospitality teams search for most, before you ever type a reply.
How do I respond to a negative Google review?
Acknowledge the customer's concern, avoid arguing, apologize when it's warranted, and offer a clear next step. Twisereply drafts this kind of response automatically, grounded in your own business policies rather than a generic apology.
How do I reply to a 1-star review?
Read past the star rating to what actually went wrong, respond calmly and professionally, and avoid sounding defensive even when the review feels unfair. A specific, detail-referencing reply protects your reputation far better than a templated apology.
How do I respond to a positive customer review?
Thank the guest by name where possible, mention the specific thing they praised, and invite them back — genuine and brief beats long and generic every time.
How do I respond to a customer complaint?
Treat the complaint as a chance to show how your business handles problems, not just an apology to get through. Reference your actual policy or fix so the response reads as accountable, not scripted.
How do I respond to a restaurant review?
Reference the specific dish, service moment, or wait time the guest mentioned, and note any change you've made — a staffing adjustment, a menu fix — so regulars and prospective diners both see you're listening.
How do I respond to a hotel guest complaint?
Address the specific issue — a late check-in, a housekeeping miss, a noise complaint — with the relevant policy or compensation your hotel actually offers, and invite the guest back rather than just apologizing and moving on.
AI Responses for Every Type of Review
Every review type calls for a different tone — Twisereply adapts to each one automatically.
Negative Reviews
Twisereply drafts a calm, specific response that acknowledges the issue and avoids escalating the conflict — using your actual policies, not a defensive canned reply.
1-Star Reviews
Even a harsh 1-star Google review or serious complaint gets a measured, professional response that references what really happened, instead of a one-line apology.
Positive Reviews
Thank guests warmly and specifically, in a tone that matches your brand voice — never the same three sentences repeated across every 5-star review.
Customer Complaints
Turn a difficult complaint into a response that shows accountability: a clear acknowledgment, a real fix or policy, and an invitation back.
Restaurant Reviews
Naturally covers food quality, service pace, wait times, staff, and billing questions — grounded in your actual menu, hours, and policies.
Hotel Reviews
Naturally covers rooms, cleanliness, service, check-in, and the overall guest experience — grounded in your actual amenities and front-desk policies.
AI Review Replies for Your Business
Built first for hospitality — where guest expectations, policies, and vocabulary genuinely differ by business type.
Restaurants
Respond to restaurant reviews about food quality, service, waiting times, staff, and dining experience — with replies that reference your real menu, reservation policy, and hours instead of a one-size-fits-all thank-you.
Hotels
Respond to hotel guest reviews about rooms, cleanliness, service, check-in, and the overall stay — with replies grounded in your real amenities, check-in times, and front-desk policies.
More industries — salons, clinics, retail, and local services — are on the roadmap.
Business knowledge, ready for every guest conversation
Twisereply isn't a generic AI text generator — every reply is built from your own business instructions, knowledge, and memory, not a one-size-fits-all script.
AI Review Response
Combines the specific details in each review with your available business knowledge to help prepare a relevant, accurate reply — not a generic one.
Business Instructions
Set standing rules — your tone, policies, and preferences — once, so every reply reflects how your business actually operates.
Knowledge Base
Organize your policies, services, and FAQs so the right information is easy to find and use — not something you retype for every reply.
Smart Review Memory
Keep useful context in one place instead of reconstructing the same explanation every time — less repeated work, not just less typing.
Multi-language Support
Use the same business knowledge consistently, however many languages your guests write to you in.
Review Insights
See patterns across your reviews so you know which knowledge to add — or which real issue needs attention.
One Review, Two Very Different Replies
Same complaint, same AI — the difference is whether your business knowledge is behind the reply.
★★★☆☆ "Checked in late after a long flight — the process took nearly 30 minutes, and nobody mentioned the late-night lounge was still open."
Generic reply
Thank you for your feedback. We're sorry to hear about your experience and will use it to improve. We hope to see you again soon.
Knowledge-based reply
Thank you for your patience during a late check-in — we know that's the last thing you want after a long flight. We've flagged this with our overnight team to speed up the process. For future late arrivals, our lounge stays open until 1am with light snacks and drinks, so please do stop by. We hope to welcome you back.
Frequently Asked Questions About Review Responses
How do I respond to a negative Google review?
Acknowledge the customer's concern, avoid arguing, apologize when it's warranted, and offer a clear next step. Twisereply drafts this kind of response automatically, grounded in your own business policies rather than a generic apology.
How do I respond to a 1-star review?
Read past the star rating to what actually went wrong, respond calmly and professionally, and avoid sounding defensive even when the review feels unfair. A specific, detail-referencing reply protects your reputation far better than a templated apology.
Should I respond to every Google review?
Yes — responding to positive reviews reinforces loyalty and shows future customers you're engaged, while responding to negative reviews shows you take feedback seriously. Consistent replies, not just replies to complaints, are what build trust over time.
How do I respond to a fake Google review?
Reply briefly and professionally without confirming details you can't verify, then flag the review to Google for removal through Google Business Profile if it violates their policies. Avoid a public back-and-forth about whether the reviewer is a real customer.
What should a restaurant say when a customer complains?
Acknowledge the specific issue — the dish, the wait, the service — rather than a generic apology, mention what you're doing about it, and invite the guest back. Twisereply grounds the reply in your actual menu, hours and policies.
How can AI help me respond to customer reviews?
AI can draft a professional, on-brand reply in seconds instead of the minutes it takes to write one by hand, and Twisereply grounds every draft in your own business knowledge and instructions so it never invents a policy or promise you didn't make.
Can AI create personalized Google review responses?
Yes — Twisereply reads the specific details in each review and combines them with your business's own knowledge base and brand voice, so replies reference what the guest actually said instead of reading like a copy-pasted template.
Plan Highlights
A clear text summary of what each plan includes.
Free
Start with the essentials — your business basics and Core Rules already give AI real context, multi-language replies, and 1 browser extension connection.
Starter
Add Business Instructions, start organizing your own Business Knowledge, and get basic AI Business Intelligence so AI has more to work with — and you can see how it's doing.
Pro
A larger Business Knowledge base, Smart Memory, manual important-review confirmation, feedback saving, deeper AI Business Intelligence, and 2 browser extension connections.
Agency
Includes Pro features plus automatic important-review detection, data export, the full AI Business Intelligence & Improvement Center, and 5 browser extension connections — for managing knowledge at scale.
Ready to put your business knowledge to work?
Set it up once, and every reply reflects it — more accurate, more consistent, and ready faster.
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