One bad review can undo weeks of good marketing. Guests today check TripAdvisor, Google ratings, and OTA feedback before booking a room. For hoteliers, your reputation online is almost as important as your property’s location or tariff.
This article shares 10 practical steps you can use right away to take charge of your online reputation. When followed consistently, these ideas can help you attract better guests, strengthen repeat business, and lift your revenue without relying solely on discounts.
What is Hotel Reputation Management
Hotel reputation management is the practice of keeping track of what guests say about your property online and using that feedback to improve.
- Monitor regularly: Google, OTAs, and social media posts.
- Act quickly: Resolve issues before they spread or escalate.
- Encourage reviews: Happy guests are usually willing to share — you just need to ask.
- Improve continuously: Feed insights into operations and guest service.
Why It Matters
Reputation is a direct driver of bookings. In many cases, travelers will choose a 4.5-star property with slightly higher rates over a cheaper, lower-rated option.
Top Benefits
A reputation that works in your favor does more than just look good — it drives growth.
- Increased Bookings: High ratings push your listing up in OTA and Google results, bringing in more clicks and confirmed reservations.
- Better Guest Retention: Guests who see their issues handled promptly are more likely to return and share good word-of-mouth.
- Operational Insights: Reviews are free feedback — they highlight everything from slow check-in to linen quality, letting you act fast.
- Competitive Edge: A better-rated property often wins the booking even if it charges a slightly higher price.
10 Ways to Improve Your Reputation
5.(a) Stay Active on Social
Social media is often where a guest’s first impression is formed.
- Share property updates, food specials, or behind-the-scenes content.
- Respond to comments and messages promptly — treat them like mini front desk interactions.
- Keep your voice friendly yet professional across platforms.
5.(b) Respond to Reviews
Every reply is a reflection of your service standards.
- Acknowledge positive reviews and mention specific guest details.
- For negative ones, stay calm, explain what you’ve done to fix it, and invite them back.
- Don’t delay — 24 to 48 hours is ideal for response time.
5.(c) Encourage Guest Reviews
Even satisfied guests forget to leave feedback unless asked.
- Send follow-up emails or WhatsApp messages post-checkout.
- Place QR codes at reception for quick responses.
- Offer small rewards like loyalty points to increase participation.
5.(d) Use Guest Surveys
Surveys catch problems early and show you care.
Keep them short — 3–4 questions max — for better completion rates.
5.(e) Build Local Buzz
Locals can be your strongest ambassadors.
- Host events, brunches, or live music nights to attract them.
- Invite city bloggers or micro-influencers for a tasting or tour.
- Their posts can help travelers trust you before booking.
5.(f) Add a Review Page
Bring guest voices onto your own site.
- Display real reviews and testimonials prominently.
- Use guest photos or videos for authenticity.
- Add structured data (schema) to boost visibility in search results.
5.(g) Train Your Staff
Your team plays the biggest role in shaping reviews.
- Empower front desk staff to resolve issues immediately.
- Encourage proactive gestures — free upgrades, quick fixes — to turn around negative experiences.
- Conduct quarterly service recovery workshops to keep skills sharp.
5.(h) Monitor Competitors
Knowing what others do keeps you ahead.
- Watch nearby hotels’ reviews to see what guests like or dislike.
- Highlight your strengths when competitors fall short.
- Use insights to refine your own offerings.
5.(i) Adopt New Trends
Modern travelers expect more than just clean rooms.
- Implement contactless check-in/out to cut lobby wait times.
- Promote sustainability steps — refill stations, plastic-free rooms — to appeal to eco-conscious guests.
- Offer coworking spaces or wellness programs to tap into new demand segments.
5.(j) Leverage Technology
- Use Hotelogix PMS to pull reviews from all OTAs into one dashboard.
- Get instant alerts for new reviews and reply without switching platforms.
- Sync guest sentiment data with your pricing strategy to adjust ADR based on market perception.
Quick Checklist
How Hotelogix Helps
Managing reviews manually across multiple OTAs, Google, and social channels can be time-consuming. Hotelogix PMS makes it easier with its integrated reputation management tools:
This means your team can respond faster, maintain a consistent voice, and spend more time focusing on guest experience — not chasing multiple logins or missing feedback that impacts ratings.
Frequently Asked Questions
Q1-How do I deal with fake reviews?
A-Report them and post a calm, factual response so future guests see your side.
Q2-How fast should I respond to reviews?
A-Within 24–48 hours to show you’re attentive.
Q3- How can I get more positive reviews?
A-Ask right after checkout via email or QR codes, making it easy for guests.
Q4- Should I reply to positive reviews too?
A-Absolutely — a quick thank-you encourages more reviews.
Final Thoughts
Your online reputation is as important as your revenue strategy. A property with strong reviews enjoys better occupancy, stronger ADR, and happier teams.
With Hotelogix PMS — featuring integrated reputation management and OTA review tracking — you can monitor feedback, respond faster, and use guest sentiment to guide pricing in your revenue management system.
Want to stay ahead of guest expectations? Book a free demo today and turn your reviews into a growth engine.