On the Feedback tab in Loopon you can read and manage all online reviews that have been left on the reviews sites that Loopon collect your online data from. You can see exactly which channels they are in the left side column on the Reputation tab and under Review Site Connections.
Loopon has a direct integration with Booking.com, Google and Facebook that allows you to respond to these reviews directly on the Feedback tab in Loopon, without being re-directed to the extra net. For all other sources, you click on the Reply button which opens a new window where you log in and reply on the extra net. This is a must in order for the management response to be verified byt that channel and then published on that channel. It is first after that Loopon can collect the management response and account it to the Response Rate.
When coming back to Loopon (after closing the external window) a pop-up window will be showing:
'Create a unverified reply to a guest review' (see screenshot nr. 1 below). The purpose of the pop-up section is only for you to paste a copy of the answer that you have already posted on the actual OTA/review site. That way, other Loopon users can see the exact response that was sent to the guest. It works as a reference, and it will be marked as: Reply from Hotel to Guest. Subject: External Response (Not Published Yet) (see screenshot nr. 2 below)
It is not enough to only post a reply in the pop-up section in Loopon: that will not create, nor publish a response to the guest. It is only when you have replied on the OTA/Review Site that it will be published and become public.
When Loopon has collected a management response that has been published to a guest on a OTA/review site, it will show with Reply from Hotel to Guest only.