Dear Loopon Customers,
Starting January 1st, 2025, we are refining the way we calculate and display response rates within the Reputation tab of Loopon to provide you with more accurate and up-to-date insights. Here’s what you can expect:
What’s Changing?
Currently, we calculate your response rate by including replies to reviews, regardless of whether the review is hosted on a site with direct integration to Loopon. Starting January 1st, however, we will be counting only replies that appear directly on the actual review sites. This means that if you respond through Loopon to reviews on platforms where we do not yet have a direct integration, your reply will be marked as an “Internal Message within Hotel.”
This internal note will allow your team to track specific cases internally, but it will not affect your public response rate until the reply is visible on the review platform.
Coming early 2025, we will also replace the “Reply” button with a “Access OTA” button for certain reviews sites to further clarify when a response can be published directly on an OTA through Loopon or not.
How will this impact your response rate?
Your response rate will now be calculated once the reply is visible on the actual review site. Please note that there may be a slight delay due to the publishing and review collection process, as Loopon collects the latest review data. However, this new method ensures that your response rate accurately reflects the current status, showing a more precise and real-time value.
Why this change?
By only counting responses on the actual review sites, we are ensuring that your response rate is based on verified, publicly visible interactions. This update will eliminate discrepancies that may have arisen when counting internal or off-site replies and will give you a clearer picture of your engagement with guest feedback. Please note that in some cases, replies might not get posted on the sites even if you have published them there due to the sites’ own controlling functionality. This is something Loopon has no control over.
Read more in our Help Portal by clicking here.
We’re excited about this change, and we believe it will improve your ability to track and manage your reputation. If you have any questions or need further clarification on how this will affect your Loopon account, please don’t hesitate to reach out to our support team.
Thank you for your continued trust in Loopon!
Best regards,
Mathias Sabel
CEO | Loopon