Lesson 5: Marketing, Reviews & Complaints Bees (WB3 / WB4 / WB7)
Three bees handle your guest-facing communication. Each wants slightly different information from you.
Marketing — WB3
Give WB3 three things and it writes strong campaign copy: the occasion, the audience, and the channel.
"Write an SMS for our repeat Dashain guests offering 15% off a 3-night stay booked before Ghatasthapana. Warm, short, one clear link."
Occasion (Dashain), audience (repeat festival guests), channel (SMS), plus the offer and tone. Leave any of those out and you will be editing the draft. WB3 writes for a Nepali guest context — you don't need to translate that intent for it.
Reviews — WB4
WB4 reads incoming reviews and proposes a response. Your job is to tell it how far to go:
- Let it draft a warm reply for ordinary positive or mixed reviews — "thank the guest, mention what they praised, invite them back."
- Ask for a dispute draft only when a review is factually false or breaks the platform's rules (spam, a competitor, abuse). WB4 will assemble the case; you decide whether to submit it.
"Draft a warm reply to the 4-star Booking.com review about breakfast timing. If any review looks fake or targets a competitor, flag it for dispute instead of replying."
Complaints & triage — WB7
When a guest complains — at the desk or through the Go app — WB7 categorizes it, scores its severity, and routes it. It works best when the intake note is specific. A good note gives it four things:
- What happened
- Which room or area
- How severe it is for the guest
- The guest impact (are they still in-house, upset, owed something?)
Weak note: "AC issue room 3"
Strong note: "AC not cooling in Room 302, guest checked in an hour ago and is uncomfortable — needs a fix or a room move tonight."
The stronger note lets WB7 route to maintenance at the right urgency and, if warranted, suggest a fair recovery gesture for your approval.