OpenTable Reviews

Once OpenTable has been connected to your location(s) Marqii will be pulling in reviews from OpenTable every 3 Hours. 

Note: If you have OpenTable, but have not connected it to Marqii, please reach out to your account manager or support@marqii.com for more information on how to sync OpenTable for your location(s). 

Public Vs. Private Response

In this section, we will go over the Public and Private responses, as well as OpenTable's guidelines for each. 

Public Reviews: 

• Public Reviews on OpenTable are written by guests after completing a reservation through OpenTable.
   
• These reviews are visible to everyone browsing your location's profile and includes a star rating from 1 -5. 
   
• These reviews contain the guest's first name. 

Public Responses:
Currently, we offer both public and private response options for OpenTable Public reviews.

• Responding publicly to OpenTable reviews means your response appear directly under the guest's review and will be visible to anyone browsing your profile. 
   
• Once your public response has been submitted to OpenTable, you will no longer be able to edit or delete your response. 
   
• To respond publicly, please ensure that the "How do you want to reply?" section on the drawer has "Public Reply" selected. 

• OpenTable does not allow website links, email addresses, social media handles, or phone numbers in public responses. Including any of these will result in your response being rejected by OpenTable.

Note: If you need to provide contact information to a guest, please do so by submitting a private response to their review.

Private Reviews: 

• Private Reviews on OpenTable are written by guests after completing a reservation through OpenTable.
   
• These reviews are only visible to the restaurant the review is about and provide direct, confidential feedback regarding the guest's experience during their visit.
   
• Private reviews are submitted to offer honest feedback and do not affect the restaurant’s overall public rating.
   
• They help restaurants improve service and address any issues privately.
   
• These reviews contain the guest's first name. 

Private Responses:
Currently, Private reviews can only be responded to via private reply.

• Responding privately to OpenTable reviews means your response is sent directly to the guest and is only visible to the guest and the restaurant, not to the public.
   
• Once your private response has been submitted to OpenTable, you will no longer be able to edit or delete your response. 
   
• To respond privately, please ensure that the "How do you want to reply?" section on the drawer has "Private Reply" selected. 

• Private responses on OpenTable are the only type of response where you’re allowed to include website links, email addresses, social media handles, or phone numbers.

 How to Respond to OpenTable Reviews

• Once OpenTable has been synced, visit the "Monitoring" section of the Marqii Dashboard.

From there, you will be able to find your OpenTable Reviews. 

Note: To filter and view only OpenTable Reviews, select the filters at the top. Under "All Publishers" select OpenTable from the drop-down menu. 

• Click on the review you want to respond to, and a drawer will slide in from the right where you can write your reply.

From here, you will be able to use a template, Suggested AI, or free-write a response of your choosing. 

• Once you are happy with your response, click on the "Reply" Button.
   

  

  
  Your response will be submitted whether public or private based on your selection.

OpenTable Errors on Marqii

OpenTable has strict rules and guidelines when it comes to responding to reviews. If a guideline is not followed, the Marqii Dashboard will display an error message to let you know.
 

Below is a key explaining the current error messages you may encounter in the Marqii Dashboard.

Rejected: 

What it means:

• This typically means that contact information (such as a phone number, email address, website link, or social media handle) was included in a public response, which violates OpenTable’s guidelines.

How to resolve it:

• Submit your response as a private reply instead, so you can share contact information directly with the guest.

You have more replies. Continue the conversation on OpenTable: 

• This means that this review currently has additional replies to your response. Continue the conversation on OpenTable to view all replies. 

Emails/Websites/Social Media Handles/Phone Numbers are not allowed:

What it means:

• This means that you are currently submitting contact information in a public reply, instead of a private reply. 

How to resolve it: 

• Submit your response as a private reply instead, so you can share contact information directly with the guest.

Conclusion to OpenTable Reviews 

Effectively managing OpenTable reviews, both public and private, is essential to maintaining your restaurant’s online reputation and building guest loyalty. Understanding the difference between public and private reviews, following OpenTable’s guidelines, and responding thoughtfully ensures that every guest feels heard and valued.

By using the Marqii Dashboard, you can easily monitor and respond to reviews while staying compliant with OpenTable’s policies. Whether you're thanking a happy guest or addressing concerns privately, your responses play a key role in shaping the overall guest experience.

If you need any further assistance, feel free to contact support at support@marqii.com or text 1 888-597-2939.