Online Reputation Management Makes or Breaks a Hotel Business!

In hotels, reviews drive demand. A half-star drop can push you down on Google/OTAs, cut conversion at your web booking engine, and pressure ADR. The flipside: a steady lift in ratings lets you hold rate, reduce discounting, and win more direct bookings.

What you’ll gain: A hotel-ready playbook—from pre-stay expectation setting to in-stay saves and post-stay responses—plus tables your team can use today. You’ll also see how to wire the workflow inside Hotelogix, leveraging the best hotel management software so fixes happen fast and results show up in your central reservation office reviews.

Why It Matters

What Changed

Guest decision-making is faster, visual, and often private-first.

1. Pattern reading. Guests scan themes and recency rather than single reviews.
2. Private first. WhatsApp/SMS and QR feedback let you fix issues in-stay before they go public.
3. Local search weight. Your Google Business Profile (photos, Q&A, updates) now functions like a digital lobby.
4. Template fatigue. Guests ignore generic “we’re sorry” replies; specific, human responses win trust.

Takeaway: Speed, transparency, and in-stay saves now define reputation.

The Playbook

Make reputation operational, not ad-hoc.

1-Before Stay

1. Align expectations. Ensure your website, Google, and OTAs show the same rooms, amenities, fees, and photos.
2. Pre-arrival clarity. Send check-in flow, parking, breakfast timing, and Wi-Fi details.
3. Content hygiene. Standardize tone and naming (e.g., “Deluxe Sea View”) across channels to avoid “not as advertised.”
4. Ownership & SLAs. Assign Content, Front Office, Housekeeping, Engineering with clear response times.

Expectation Alignment — Ops Table

Outcome: Fewer surprises → fewer negative reviews.

2- During Stay

1. QR feedback points. Place scannable cards in rooms/elevators for instant private feedback.
2. Fast comms. Respond via WhatsApp/SMS within minutes; tag issues (cleanliness, A/C, noise, billing).
3. Empower fixes. Front office pre-approved for room moves, amenity credits, late checkout when needed.
4. Pattern log. Brief the next shift on top themes; adjust staffing or SOPs quickly.

In-Stay Save — SOP Map

Outcome: More in-stay saves → fewer public complaints.

3- After Stay

1. Survey timing. Send the post-stay survey 12–24 hours after checkout; route promoters to review sites.
2. Deep links. Provide direct links to Google/Tripadvisor/OTA you’re prioritizing this month.
3. Close the loop. Convert repeated complaints into SOP changes and refresher training.
4. Respond to all. Answer every review within 24–48 hours with empathy and specifics.

Post-Stay Flow — Checklist

Response Rules

1. Be specific. “We replaced the A/C in 407 today” beats a generic apology.
2. Don’t argue. Move to DM/phone, resolve, then post a short public update.
3. Own misses. A clear apology + concrete fix earns trust.
4. Protect privacy. No guest details; never promise what you can’t honor chain-wide.
5. Human sign-off. “—Riya, Front Office Manager” signals accountability.

Sample Replies — Quick Grid

Metrics & Stats

Track these monthly; review in MOR/GM meetings. Treat coverage and speed as leading indicators of rating drift.

Reputation Dashboard — Hotel View

Tip: Include a Specificity Rate (% replies citing room/date/fix). It correlates with credibility and future conversion.

Hotelogix Focus

How to run “Review-Ops” inside Hotelogix

1. Automated triggers 1.1 Checkout event → survey send (email/SMS) to hit the ideal window. 1.2 Detractor alerts posted to FO dashboard with room/folio context for same-day call-back.
2. Guest truth in one place 2.1 Unified profiles show preferences, history, open issues—so responses are precise. 2.2 Shift notes carry over, preventing repeats when teams rotate.
3. Task routing & SLAs 3.1 Convert QR/survey comments into tasks for FO/HK/ENG with due-by times. 3.2 Attach photos/voice notes; escalate if overdue; log the final fix.
4. Consistency across listings 4.1 Maintain room type names, amenities, policies from a single source of truth. 4.2 Align inclusions (breakfast, late checkout windows) to reduce “not as advertised” reviews.
5. Roll-up reporting 5.1 Monthly snapshots—rating trend, response time, top themes, in-stay saves—exportable for GM. 5.2 For multi-property & CRS, compare properties, spot systemic issues, and schedule training or CAPEX.
6. Revenue linkage (advanced) 6.1 Feed recurring themes (e.g., A/C stack on floors 3–5) to the revenue team to adjust overbooking buffers or price protections. 6.2 Use improved response SLAs to justify ADR holds on high-intent dates.

Crisis 

Crisis steps (print this):

1. Acknowledge fast (within hours) on the platform where it appeared.
2. Move private, resolve, then post a brief public update stating the fix.
3. State prevention. Note the SOP you updated (e.g., “night-shift elevator checks hourly”).
4. Debrief at 72h. Update training; assign an owner; add to the MOR agenda.

Final word:

Reputation is revenue. When your team captures feedback, fixes fast with Hotelogix tasks and guest context, and reports what matters every month, your stars rise, your ADR holds, and your direct bookings grow—often before guests even hit “Book.”

FAQ