Your reviews land in Heep
Google, TripAdvisor and TheFork are connected to your account. Rating, text, attached photos, date: everything sits in the Reviews tab, synced every day, all platforms mixed together, newest first.
Every review gets a reply. You approve it, that is all.
Your Google, TripAdvisor and TheFork reviews land in one place, each with a reply already drafted in your tone and in the guest's language. You read it over, you publish, or you decline. And after the visit, Heep asks for the review from those who would not have left one.
Google, TripAdvisor, TheForkA reply drafted for every reviewNothing is published without you
CR
Camille R.5 stars · 2 photos
Wonderful evening for our 10th anniversary. Warm welcome, attentive service and the dessert is worth the trip. We will be back!
Reply drafted by Heep
Thank you Camille! Delighted the evening lived up to it, I am passing this on to the whole team. See you soon at Marcelle.
EditApprove and publish
Published on Google · just now
Camille R. · 5 ★today · 11:10pm
answeredKarim B. · 5 ★yesterday · 9:40pm
answeredElsa V. · 4 ★yesterday · 12:05pm
answered30 d
129+1
Reviews answeredThe problem
Unanswered reviews pile up on three platforms at once.
One guest rates you on Google, another on TripAdvisor, a third on TheFork after their booking. Three accounts, three passwords, three queues nobody opens before Sunday evening. And the future guest reads the one-star review that has sat without a reply for six weeks.
01Replying is the part that shows most: a review the restaurant has answered does not read at all like a review left on its own.
02Replying takes time at the wrong moment, and gets done badly: the same sentence pasted under twenty reviews is spotted instantly.
03Nobody asks for the review at the right moment either. You are on the floor, the happy guest is already out on the street.
04Heep brings the three platforms together, drafts every reply and leaves you the final say.
How it works
How Heep does the work for you.
Three steps, nothing for your team to do.
Heep drafts the reply
For every review, a draft in your tone and in the guest's language, picking up what the review actually says rather than a stock phrase. You set the tone by rating level, from five stars down to one.
You approve, the reply goes out
You read it over from your computer or the mobile app, fix a sentence if needed, and publish. Or you decline it and write your own. No reply goes out without that step.
What Heep handles
Much more than an automatic reply.
Reply to every review, in your tone5 stars or 1 star, Heep drafts a reply suited to the rating and to what the guest wrote.
Bring Google, TripAdvisor and TheFork togetherOne list, sorted by date: you no longer open three accounts to find out what is being said about you.
Adjust the rule to the ratingFor each rating level: the tone, the sign-off, or no draft at all.
Reply in the guest's languageA review written in English or Italian gets a reply in that language, which your team can read translated.
Understand what keeps coming upWelcome, waiting time, noise, food: Heep groups the themes in your reviews, the good and the bad, across all three platforms.
Ask for the review after the visitBy WhatsApp or SMS, with a direct link to the platform of your choice. No-shows, cancellations and tagged guests are excluded.
Replying matters more than collecting
A future guest hesitating between two addresses reads the reviews, but above all they read the replies. A restaurant that answers a bad review without getting defensive reassures more than a 4.8 that never answers at all. It is the part everyone puts off until Sunday, and it is the part Heep takes on: every review arrives with a reply already written, and all you have to do is read it.
Collecting still matters, it just comes second. Once the booking has been honoured, Heep writes to the guest by WhatsApp or SMS, in your restaurant's name, with a direct link to the platform you are aiming at. You set the delay, and the guests you have tagged receive nothing.
Three platforms, one screen
Google, TripAdvisor and TheFork are connected to your venue. Reviews arrive mixed together, sorted by date, with their rating and their photos. Heep reads them, pulls out the themes that keep coming back and tells you what your guests mention most often, the good and the bad.
What Heep can publish differs by platform: on Google, the official connection publishes in your listing's name, as if you had written it from your own account. On TripAdvisor and TheFork, it depends on the rights held by your owner account, and we check that with you before opening it up.
What stays yours
The final say, always. No reply is published without your approval. The tone, the sign-off and the rules by rating are yours, venue by venue. Heep does not delete reviews, does not hide them and does not write them on a guest's behalf. The rest of the relationship, reminders, follow-ups and campaigns, is handled in the Guest journey.
Analytics · Guest reviews
You know how many reviews you receive, how many have a reply, and what they say.
Every review is counted by platform, by rating and by theme. You can see what is still unanswered, what your guests mention most often, and what the post-visit review request has produced.
86reviews received · 30 days
8498%reviews you have replied to
318review requests sent
4.6/ 5average rating, all platforms
CopilotThe word “waiting” appears in 7 of your 9 three-star reviews this month, all on a Saturday night. Your five-star reviews mention the welcome first.
Themes mentioned in your reviews90 days
service peaksrest of the day
Full transparency
What Heep does, and what it does not.
We would rather tell you before the demo.
What Heep does
- Gathers your Google, TripAdvisor and TheFork reviews in one screen: rating, text, attached photos, synced every day
- Drafts a reply to every review, in your tone and in the guest's language, based on what the review says
- Publishes the reply once you have approved it, in your venue's name
- Applies your rules by rating: tone, sign-off, or no draft at all for certain levels
- Groups the themes in your reviews, platform by platform and across all of them
- Sends the review request after the visit, by WhatsApp or SMS, with a direct link to the platform you choose
On Google, publishing goes through the official Google Business Profile connection, in your listing's name. On TripAdvisor and TheFork, what Heep can publish depends on the rights your owner account grants it: we check that with you, account by account, before going live.
What Heep does not do
- Publish a reply without your approval: every draft waits for your click, five-star reviews included
- Filter, hide or delete a review, or write one on a guest's behalf
- Offer anything in return for a review: the platforms' rules forbid it, so the request stays an invitation
- Ask no-shows, cancellations or guests you have excluded by tag
If a guest replies to the review request to complain, their reply lands in your inbox like any other message. You can write to them before they write in public.
The way you work
Heep adapts to your restaurant, not the other way round.
You keep the final say
No reply is published without you. You read it over from the inbox, the mobile app or your computer, fix a sentence if needed, and publish. A manager can prepare, head office can approve.
Your tone, not a robot's
You tell Heep how you speak to your guests: formal or relaxed, your sign-off, what you never say. The drafts follow suit, and they pick up what the review actually says rather than a catch-all phrase.
One venue or several
Each venue connects its own Google, TripAdvisor and TheFork accounts, with its own reply rules and its own sign-off. You switch from one to the other without changing account.
Frequently asked questions
The questions we hear most.
Which review platforms are supported?
Google, TripAdvisor and TheFork. Reviews from all three land in the same screen, each with a drafted reply. On Google, the official Google Business Profile connection publishes the approved reply in your listing's name. On TripAdvisor and TheFork, the exact scope depends on the rights attached to your owner account, and we check that with you before going live.
Does Heep publish replies on its own?
No. Heep drafts a reply to every review, in your tone. You read it over, edit it if needed, and publish or decline it in one click. Nothing goes out without your approval, five-star reviews included.
Does the reply read like a copy and paste?
No, that is the whole point. Heep reads what the guest wrote, the rating they gave and, if they are recognised, their visit. The reply picks up what happened, in the language of the review. You set the tone by rating level, and you can rework every sentence before it is published.
What if the review is bad?
Heep prepares a measured reply, in the tone you have chosen for those cases, and never promises anything on your behalf. You can decide that no draft is prepared below a given rating, or that a one- or two-star review is read by the manager before it is published.
Can I adjust the reply according to the rating?
Yes. For each rating level, you decide whether Heep prepares a draft or not, in which tone and with which sign-off. For example: a warm, short reply to 5-star reviews, a measured, detailed reply to 1- and 2-star reviews, read by the manager before it is published.
How does Heep know a guest came, so it can ask for a review?
Through your reservation software. When a booking is past and honoured, Heep sends the request after the delay you have chosen, with a direct link to the platform you are aiming at. Cancelled and no-show bookings, and tagged guests (VIP, press, “do not contact”), are excluded.
Can guests opt out of being asked?
Yes. The request goes out by WhatsApp or SMS and the guest can unsubscribe at any time; Heep honours that choice from then on. You can also exclude guests in advance with tags, for instance your regulars or the press.
Does Heep reply to my reviews as well?
It writes the reply, you publish it. Your Google, TripAdvisor and TheFork reviews land in the same screen, sorted by date. For each one, Heep prepares a draft in your venue's tone of voice and in the language of the review. You publish, edit or reject it in one click. Nothing goes out without your say-so, five-star reviews included.
On Google, the approved reply is published through the official Google Business Profile connection, in your listing's name. On TripAdvisor and TheFork, what Heep can publish depends on the rights held by your owner account: we check that with you before going live.
Heep can also send a review request after the visit, with a direct link to the platform you are aiming at, leaving out the guests you choose (an open complaint, press, VIPs). And it shows you what people criticise and what they praise in your reviews.
Go further
One feature among others.
Guest journey & follow-upsReminders, reviews, win-back messages to lapsed guests, all in the same thread as the conversationDiscover MessagingWhatsApp, Instagram, Messenger, SMS and your website in a single inboxDiscover Analytics & ROIBookings, actual or estimated revenue, AI autonomy and message costs, on a single screenDiscover
Free trial
Try Heep on your own restaurant.
Heep writes to you on WhatsApp exactly as it would write to your guests, with your hours and your rules. You judge it on the evidence, then start whenever you are ready.
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- Our team stays with you until you are live