1 - Add your Google, Booking, Expedia and Tripadvisor Integration to publish replies from your Inbox
To be able to send your replies to Google, Booking, Expedia and Tripadvisor reviews directly from within MARA, you need to connect your accounts. This is done within 3 minutes in your Account Settings.
Attention: As replier, you need to contact your Admin to add the integrations.
Learn more about how to add your integrations here.
For all other review sources, there is no direct integration and the replies can be published on the platforms using the "copy & open" button or by using our chrome extension.
2 - Review Sources
Your MARA Inbox can be connected to Google, Booking, TripAdvisor, HolidayCheck, Expedia, Agoda, HRS, Trip.com, Airbnb, Hostelworld, and OpenTable. If you want to add a listing to one of your existing properties, you can do that in your account settings by clicking on your property and then on "add listing".
When connecting new review platforms, we prioritize according to customer wishes. Therefore, please let us know here if a connection that is important for you is not yet possible in MARA.
3 - Inbox Updates
We update your Inbox daily (around 2am CET), meaning that new reviews from the connected sources will be visible in your Inbox after 24h at the latest.
When a new response has been published on the platform, we update the status of the review to published (blue circle).
You can also filter your Inbox based on the reply status (see below).
4 - Inbox Filters & Search
You can filter your reviews at the top of your inbox using the following parameters:
Property (if you are replying for multiple properties)
Review Published
per default the "last three months only" filter is activated to only show you your latest reviews
Platforms
Reply Status
Not done: Equals a "To Do List" by showing all reviews that still need to be worked on (no reply has been sent yet/review has not been marked as answered manually)
Not published: Shows all reviews that still count as "unanswered" in terms of the response rate. This filter includes all reviews where no published reply has been found on the OTA yet (not done + reply sent but not publicly visible yet).
Rating
Review Type (with text, without text)
Further, you can search your inbox for specific words, and sort the reviews by recency or rating.
5 - Reply Settings
You have direct access to your reply settings from your Inbox. In the reply settings, you can add personal signatures, view and edit Smart Snippets, the AI Version or the business type and name.
Learn more here.
6 - Generate & publish replies
Generate replies:
With an active automation rule, you will find pre-generated reply drafts in your inbox (to adjust the languages of these reply drafts, go to your automation settings and edit your rules).
To manually generate a new reply to a review, simply select a review in your inbox, click "generate reply" in the bottom left, and a reply will be written in a few seconds. You can manually select the reply language in the language drop down. Each time you hit "generate", a new and individual reply will be written.
Edit replies:
You can, of course, manually adjust parts of the review directly in your inbox. If you reply in a foreign language, make your changes in the reply translation and click "update reply" to bring these changes to the original reply language before publishing the reply.
Publish replies:
There are different ways to publish the reply you generated.
For all review sources, you have the copy and open button at the bottom right of your screen. This button copies your reply and opens the corresponding OTA. You then only need to paste your reply and publish it (if the copy and open button does not lead you as close to the review reply page as possible for any of our connected sources, please do not hesitate to let us know).
For Google, Booking, Tripadvisor, and Expedia, you can publish your replies directly from your Inbox by clicking on the send button. To enable this feature, you need to activate the corresponding integration in your account settings first - meaning that you allow MARA to publish responses in your name. This takes a few minutes (more on how to add your integrations here).
7 - Automations
To work even more efficiently, you can set up automation rules that allow you to (partially) automate the reply process.
You can activate the automatic pre-generation of replies, meaning that MARA writes response drafts for all new reviews while you sleep. You only need to check and publish them the next day. You can also fully customize in which languages you want to reply.
If you wish, you can also fully automate your replies for certain reviews (e.g. positive reviews without text). Learn more about the automations here.