Some reviews aren't handled like the others. Food poisoning, an allergy not taken into account, an accusation of discrimination, a disputed bill, a safety problem: the reply can have consequences, and it is read by all your future guests.
What Klarr spots
Five topics:
- hygiene or health;
- allergy;
- discrimination;
- bill or payment;
- safety or behaviour.
Klarr first looks for keywords, in French, English, Spanish, Italian and German. Then each review spotted is checked by AI, to rule out false positives: a keyword in a sentence doesn't make a complaint.
On the Reviews page
- a banner at the top of the page as long as a sensitive review remains unanswered;
- a "Sensitive" filter;
- a badge on the review, with advice suited to the topic.
When you ask for a reply, it is cautious: a sober tone, which shows the message is taken seriously, without admitting any specific fault or disputing anything in public, with no promise or goodwill gesture, and which invites the guest to continue in private. Always check internally what happened before publishing.
The alert
When a sensitive review less than three weeks old is spotted, Klarr sends you a notification and an email, once per review. Klarr reads your reviews at regular intervals: the alert usually arrives within the day, not within the minute.
The review also appears in red in the "To do" block on the home screen.
Setting the alert
In Notifications, Sensitive reviews part (or via the "Set the alert" link on the Reviews page), you can:
- turn off the alert;
- choose the topics that alert you;
- choose the channel: notification, email, or both.
The setting only changes the alert. On the Reviews page, sensitive reviews remain flagged, and the suggested reply remains cautious.