D
FluteOS Docs
FluteOS

Manage Reviews Across Platforms

Monitor, respond to, and analyze guest reviews from Google, Yelp, TripAdvisor, and more — all from the FluteOS reviews inbox.

Overview

FluteOS aggregates reviews from Google Business Profile, Yelp, TripAdvisor, and Facebook into a unified inbox. You can respond to reviews directly from FluteOS, get AI-drafted responses, track your average ratings over time, and connect review sentiment to individual guest profiles.

Prerequisites

  • At least one review platform connected (see Step 1)
  • A Google Business Profile, Yelp for Business, or TripAdvisor Management Center account for each platform you want to connect

Steps

1. Connect your review platforms

Go to Settings > Integrations > Reviews. Connect each platform:

  • Google Business Profile — Click Connect Google and sign in with the Google account that manages your Business Profile. Authorize FluteOS to read and respond to reviews.
  • Yelp — Click Connect Yelp and enter your Yelp Business Access Token (found in Yelp for Business > API Access).
  • TripAdvisor — Click Connect TripAdvisor and follow the OAuth flow.
  • Facebook — Connect via Settings > Integrations > Social if not already connected. Facebook reviews sync through the same social integration.

After connecting, FluteOS performs an initial sync (up to 500 recent reviews per platform). This may take a few minutes.

2. Open the Reviews inbox

Go to Reputation > Reviews. All connected platforms' reviews appear in a unified feed sorted by most recent. Use the filter bar to narrow by:

  • Platform (Google, Yelp, TripAdvisor, Facebook)
  • Star rating (1–5)
  • Response status (Responded / Not responded)
  • Date range
  • Sentiment (Positive / Neutral / Negative)

3. Respond to a review

Click any review to open the detail panel. You'll see:

  • The guest's review text and star rating
  • The platform it came from
  • A sentiment score
  • A link to the guest profile (if FluteOS matched the reviewer to a guest record)

To respond:

  1. Click Write Response.
  2. Type your response in the text field, or click Generate with AI to get a brand-voice-appropriate draft based on the review content.
  3. Review and edit the AI draft as needed.
  4. Click Post Response. FluteOS publishes it directly to the platform via the API.

Tip: Respond to all reviews — positive and negative — within 48 hours. Google's algorithm rewards active review engagement and it signals to prospective guests that your team is attentive.

4. Use AI-generated responses

The AI response generator reads your brand voice configuration (see Configure Your Brand Voice for AI) and the specific review content to draft a contextually appropriate reply. For positive reviews, it thanks the guest and reinforces a highlight. For negative reviews, it acknowledges the issue, apologizes, and offers a path forward.

You always review and post — FluteOS never auto-publishes responses.

5. Track reputation metrics

Go to Reputation > Dashboard to see:

  • Average rating by platform (current and 30-day trend)
  • Review volume by week
  • Sentiment distribution over time
  • Response rate and average response time
  • Star rating breakdown (5-star %, 4-star %, etc.)

Set a Rating alert under Reputation > Settings > Alerts to receive an SMS or email notification whenever a 1-star or 2-star review is posted.

6. Connect reviews to guest profiles

When FluteOS matches a reviewer's name or email to an existing guest profile, the review appears in that guest's Activity feed and the sentiment score updates their profile's overall sentiment metric. This gives you full context before a follow-up interaction.

If a review isn't auto-matched (common with Yelp, where reviewer usernames differ from real names), you can manually link it: open the review, click Link to Guest, and search for the guest profile.

Handling Negative Reviews

For 1–2 star reviews, the recommended workflow is:

  1. Respond publicly within 24 hours — acknowledge the issue and invite them to contact you directly.
  2. If you can identify the guest, follow up privately via the guest profile with a direct message or phone call.
  3. After resolution, update the review response if the guest has changed or removed their review.

Important: Never respond to reviews defensively or dispute factual inaccuracies publicly in a combative way — this almost always makes the situation worse and is visible to every prospective guest who reads it.

What's Next

Was this article helpful?