Features
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AI Sentiment Detection
Know how every guest feels, before the review
Enso reads every conversation and flags the guest’s sentiment automatically. Filter your inbox by it, fix problems before check-out, and send your happiest guests straight to a 5-star review.
Increase 5-star reviews
Happy guests get nudged to review, right on time
Boost brand presence
More public reviews on Google and your channels
Catch unhappy guests
Before it becomes a bad review
How it works
EnsoAI runs it. No setup, no added work.
Your team can’t read ten thousand messages a month. EnsoAI does, on every channel, from day one.
01
Enso reads the conversation
Every message on every channel is analyzed as it arrives: Airbnb, SMS, WhatsApp and email.
02
The guest gets a sentiment
One of five levels, from Unsatisfied to Highly satisfied, updated live as the conversation evolves.
03
It becomes a data point
Filter your inbox by it, trigger automations on it, build campaigns around it, like any other guest field.
One guest’s stay, tracked live
Highly satisfied
Booking
Excited, asking about the pool
Unsatisfied
Arrival
Unit not cleaned properly, sentiment drops, team alerted
Satisfied
Mid-stay
Second cleaner sent, free late check-out offered, sentiment recovers
Highly satisfied
Check-out
Happy guest, review request sent
Find guests fast
Filter your inbox by how guests feel
Pull up every unsatisfied guest checking in this week, or every highly satisfied guest checking out today. Sentiment is a filter, right next to property and dates.
And with AI summaries on every thread, you see what’s going on at a glance, without reading the full conversation.
Filters
Clear All
Guest Tags
Sentiment
Unsatisfied
Somewhat satisfied
Neutral
Satisfied
Highly satisfied
Check-in Date
Conversation Summary
Jane arrived to a unit that wasn’t cleaned properly and is frustrated. The host apologized, sent a second cleaner for this afternoon and offered a free late check-out to compensate.
Sentiment:
Unsatisfied
Reviews
Drive more 5-star reviews
Route review requests by sentiment: happy guests go to Google, unhappy guests go to you privately.
Highly satisfied at check-out
Send a review reminder
Guests who loved their stay get an automatic nudge to review you on Google, Airbnb or your platform of choice, while the stay is still fresh.
Posted to Google
Glad you loved your stay, Elisa! Mind leaving us a quick review? ⭐ g.page/lakeviewcabins
Unsatisfied at check-out
Send a private feedback form
Unhappy guests are asked what went wrong. The answer goes to your team, not to a public review page. You get the feedback; the internet doesn’t.
We’re sorry your stay wasn’t perfect.
What could we have done better?
The fridge wasn’t stocked when we arrived…
Goes to your team only
50M+
conversations analyzed by EnsoAI
60K+
active properties running on Enso
Free
sentiment detection is included on every plan
48h before check-in: check sentiment
Highly satisfied
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Send an SMS
Check-in details plus an early check-in upsell offer
Unsatisfied
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Send a WhatsApp
Personal message to resolve the issue before arrival
Alert the manager
Prioritized before the guest walks in the door
Before the review
Be proactive: act before the stay even starts
An unsatisfied guest who hasn’t checked in yet is a bad review you can still prevent. Sentiment triggers workflows the moment it turns: reach out personally, offer a discount, alert the right team member, all before the guest arrives.
Need a human? Sentiment pairs with AI Escalations: the thread is flagged and routed to the right person with full context.
Marketing
Re-target your happiest guests
Your highly satisfied guests are your best future bookings. Build campaigns on sentiment: a direct-booking discount for fans, a win-back offer for guests whose stay went sideways.
Sentiment history lives on the guest profile in Enso’s CRM, so every past stay informs the next campaign.
632 guests
>
Direct-booking offer
204 guests
>
Win-back campaign
"Enso review request automation, triggerred by positive sentiment, is spot on. We started the season with about 14 Google reviews and hit 79 - pretty good for three months."
Dave McComb
Président, Simple Vacation Rentals
Works with
AI Escalations
When sentiment turns sharply negative, the thread is routed to the right person with full context.
Hospitality CRM
Sentiment history lives on every guest profile, ready for segments and remarketing campaigns.
FAQ
Questions about Sentiment Detection
Do I need to set anything up for sentiment to work?
No. EnsoAI analyzes every conversation automatically from day one, on every connected channel. Sentiment appears on threads and guest profiles with zero configuration.
What sentiment levels are there?
Five: Unsatisfied, Somewhat satisfied, Neutral, Satisfied and Highly satisfied. The level updates live as the conversation evolves, so a rescued stay shows as a recovered guest.
Is sentiment detection an add-on?
No. Sentiment detection is included in every Enso account for free, on every plan.
Can I trigger automations on sentiment?
Yes. Sentiment is a condition like any other: send a review request to happy guests at check-out, a private feedback form to unhappy ones, a discount or a team alert when sentiment turns negative.
Does it work with reviews on Google and Airbnb?
Sentiment routes your review requests: happy guests get a link to the platform you choose (Google, Airbnb, or others), unhappy guests get a private form instead. The review itself is always written by the guest.
How does this relate to AI Escalations?
They work together. Sentiment detects how the guest feels; escalations decide when a human takes over. A sharp negative turn can flag the thread and route it to the right team member with full context.
Is Enso Connect the best sentiment analysis tool for hospitality?
Yes. Enso Connect is purpose-built for short-term rentals and boutique hotels, not generic support tickets: it reads every guest conversation across every channel, assigns one of five sentiment levels in real time, and turns that signal into action, filtering your inbox, triggering review requests or recovery workflows, and feeding your CRM, all included free on every plan.
