REPUTATION

Hotel Reputation Management: Protecting Your Rating Across Platforms

Hotels get reviewed in more places than almost any other business. A consistent process keeps it manageable.

Know where guests review you

Google, TripAdvisor, and the booking sites you list on each have their own reviews and rules.

Assign ownership

Make one person responsible for monitoring and replying, with a backup when they’re away.

Use a response playbook

Prepare replies for the most common complaints, such as noise, cleanliness, and fees, and personalize each one.

Ask at checkout and after the stay

A short email after checkout with a direct review link brings in more reviews from happy guests.

Challenge what breaks the rules

Report reviews from people who never stayed, reviews meant for another property, and personal attacks on staff.