Google Reviews Integration

Enhance Your Review Management with the Google Reviews Integration

Enhance Your Review Management with the Google Reviews Integration The Google Reviews integration in your Libro Back Office is a powerful tool designed to streamline the entire review management process. By seamlessly connecting your Google Business account to Libro, you can effortlessly collect, monitor, and respond to Google reviews—both manually and automatically—directly from a single, centralized platform.

This powerful enhancement offers guests the convenience of leaving reviews on your Google Business profile, while providing you with an efficient way to manage all your feedback in one place. Whether it's a review tied to a specific reservation or a general Google review, you can easily access your full review history and post public replies, elevating your review management experience."

Key Benefits:

• Centralized Management: View and respond to all your Google and Libro reviews from one dashboard, eliminating the need to switch between multiple platforms.

• Time-Saving Efficiency: Respond to guest feedback quickly and easily, improving your operational efficiency.

• Guaranteed Responsiveness: Activate the optional auto-reply feature to instantly acknowledge every new review. This ensures every guest feels heard and shows potential customers that you are an attentive business.

• Seamless Guest Experience: Provide guests with a convenient way to leave a public review on Google through your automatic survey.

• Valuable Insights: The Matched Booking feature automatically indicates when a review is linked to a specific reservation, giving you valuable context to understand the guest experience and easily track the reservation is needed. 

• Improved Online Reputation: Actively manage your Google reviews to improve your visibility and reputation on the world's largest search engine.

Setting Up the Google Reviews Integration

Step 1: Connect Your Google Business Account to Libro

Before activating the Google Reviews partner, you must first link your Google Business account.

1. Log in to your Libro Back Office.

2. Navigate to Surveys & Reviews.

3. Click on Settings.

4. In the "Review Platforms" list, click the Connect button next to the Google toggle. You will be redirected to a Google login page to complete the connection.

5. Once the connection is done, Google will be automatically activated as a review partner. 

Note: If you are already integrated with Reserve with Google for online reservations, you will still need to perform this additional connection, as the reservation and review functionalities are independent.

Step 2: Manage and Respond to Your Google Reviews

With your Google Business account connected, all your reviews are now centralized in the Libro Back Office. You have two ways to engage with guest feedback: replying manually or setting up an automated response.

a) Manually Replying to a Review

Engaging directly with guest feedback is key to building your online reputation. All replies posted through Libro will be publicly visible on your Google Business page.

1. From the main dashboard, navigate to the Surveys & Reviews section.

2. Click on any Google review in the list to open the detailed view.

3. Type your personalized response in the text box and click submit.

• Note: Google does not send an email notification to the guest when you reply. Notifications are only sent for responses to private Libro reviews.

b) Setting Up an Optional Auto-Reply

For maximum efficiency, you can enable an auto-reply to instantly acknowledge every Google review you receive. This ensures no review goes unanswered.

1. In the Surveys & Reviews section, click on Settings.

2. Find Google in the "Review Platforms" list and click the Edit button next to it.

3. From here, you can activate the auto-reply feature and customize the public message you’d like to post automatically.

Matched Booking: Connecting Reviews to Reservations

With the Matched Booking feature, Google reviews submitted through the Libro survey are automatically linked to existing reservations in your system. This provides valuable context for each review, helping you understand the full guest experience.

How it Works:

• Synchronization: When a guest leaves a Google review through a Libro survey, our system attempts to match it to a reservation.

• Identification: If a match is found, the word "Matched" will appear next to the Google logo in your review list. You can then click on the review to view detailed reservation information.

• Real-Time and Retroactive: All your Google reviews are retroactively synchronized at the time of integration. "Matched" reviews are then synchronized in real-time, ensuring you always have the most up-to-date information.

Matched Booking Criteria:

The system uses a specific order of criteria to match a review to a reservation:

1. Full Name: The system first attempts to match the full name.

2. First Name: If the full name doesn't match, it will try to match the first name only.

3. Last Name: If the first name also doesn't match, it will look for a match using the last name.

4. Timing: As a final attempt, if none of the above criteria match, the system will create a match if the guest submits the review within five minutes of clicking the "Leave a public review on Google" button in the survey.