By Cloudbeds | Published in March, 2019
With the right technology, hoteliers and hosts can take guest experience and operations to the next level. A property is better positioned with a customized blend of hospitality technology that reflects a property’s unique needs. One of the most impactful pieces of any hospitality tech stack is reputation management software. This category of software manages the flow of ratings and reviews, giving hoteliers and hosts greater controls to respond to reviews and evaluate performance over time.
Considering how many channels exist for reviews and ratings, it’s understandable that management may miss an opportunity to respond to a review. Each missed opportunity is a lost chance to engage a past guest while also showing future potential guests how your property responds to both positive and negative criticism.
In addition, tracking performance over time gives management valuable data to improve its operations. These improvements correlate to revenue; as seen in the TrustYou data below, positive ratings trends generally lead to stronger pricing power.
Other key reasons why hoteliers and hosts should implement a reputation management tool:
- Social proof. Each review signals social proof to potential guests, which makes your property seem more appealing.
- Rankings. Recency, quantity, and quality all determine how a property ranks in an OTA channel. Encouraging reviews from guests leads to more bookings.
- Personality. Reviews humanize your property. Reviews offer potential guests a variety of perspectives to evaluate and envision what a stay would be like.
- Simplicity. One dashboard for reputation and guest messaging, which is integrated with the Property Management System, reduces miscommunications and staff errors.
- Star ratings. A Harvard Business Review analysis of review responses on TripAdvisor found that hotels with 12% more responses saw an average rating increase of 0.12 stars. Since ratings scores are rounded up, about one-third of the hotels boosted their rounded ratings by at least half a star within six months of their first management response.
To most effectively manage business-critical ratings and reviews, select a reputation management integration that best suits your property’s needs. Below, we’ve grouped available integrations by geography to highlight the options available to properties worldwide via our Marketplace. Don’t be overwhelmed by the choices; these are all top-notch solutions vetted and approved by Cloudbeds. If the decision seems too complicated to tackle solo, reach out to our team at Cloudbeds. We’re here to help you build the right tech stack for your property!
With a focus on Europe, Reputize is a hospitality CRM that gets you closer to your guests. This reputation management software takes a proactive approach to fielding guest feedback in relative real-time.
Reputize automatically invites guests to share their feedback via email one day after check-in. In addition to email, real-time feedback can also be captured with an enterprise-grade tablet application.
By actively engaging on-property guests, management can catch issues as they happen rather than post-stay. Not only does this enhance the guest experience, it reduces the chances of a negative review once a guest departs. Staff is then empowered to fix problems as they arise rather than spending time crafting a perfectly-worded response to a potentially damaging review.
Post-stay guest reviews can then be published onwards to Google, TripAdvisor, HolidayCheck, Zoover, and Tophotels, as well as online review monitoring of over 100 OTAs. This keeps reviews current and fresh while helping staff monitor guest reviews without having to review recent bookings to see which channels may have incoming guest reviews.
From in-house guest satisfaction surveys to online review monitoring, active reputation management is critical to improving the guest experience. myHotel optimizes the process via its automated feedback tools, all with an eye to improving online reputation via a 360-degree overview of the quality of the guest experience. The comprehensive approach facilitates better reputation management through a nuanced understanding of how each guest experiences the property.
After a guest leaves, the tool collects reviews and distributes them across channels. Benchmarking is also prioritized, so that management can see how the property performs in comparison to both industry standards and local competitors.
For properties in Latin America, myHotel is a great fit for those seeking an easy-to-implement way to improve their online reviews and drive bookings. Bonus: “as-they-happen” alerts empower staff to tackle any issues quickly.
The Americas + Europe
In addition to ratings and reviews management, guest-relevant messaging is central to the power of the Hotels Quality marketing automation platform. The app simplifies customer retention and customer acquisition with automated guest communications via email, SMS text messages and instant messaging — all without the need to import or export your databases to third-party services, such as Mailchimp. Guest engagement becomes second-nature to staff, who can provide contextual recommendations and real-time support for guests.
With an expanded focus on marketing automation, Hotels Quality is more than a guest messaging platform. Upselling functionality gives properties of all sizes the opportunity to earn incremental revenue from in-destination activities before and during a guest’s stay. Also, the single messaging interface saves time and improves results for marketers, who can easily manage campaigns across text messages, social media, and email.
With services in English, French, Portuguese, and Spanish, Hotels Quality is ideally suited for properties that welcome guests from across Europe, North America, and South America. is a that can help drive incremental revenue and build strong guest relationships.
For guest feedback and reputation management, the GuestRevu integration provides a deeper, guest-focused understanding of their operational strengths and weaknesses. With active feedback collection and review management, properties improve guest satisfaction, which leads to better reviews and ultimately more revenue derived from online reputation.
The integrated experience of Cloudbeds and GuestRevu enables a stronger guest relationship with effortless guest profiles and automated guest surveys that match guest to questionnaire. So, rather than a single survey type, properties can match specific questionnaires to a guest, depending on their stay. All of this feedback is then consolidated across platforms, building guest profiles in the Cloudbeds PMS that includes actual feedback and stay history.
Managing online reviews is a foundational part of any hospitality businesses, but the actual process can be difficult. GuestRevu’s intuitive and affordable guest feedback technology connects to Google and Tripadvisor, helping properties save time and improve their reviews. Information from.
Cloudbeds has partnered with TrustYou to provide hoteliers with support on their journey to better hotel reputation, at no additional cost to our users. As the world’s largest guest feedback platform, TrustYou deploys guest feedback during each stage of the guest journey to boost bookings, enhance the guest experience, and improve the guest experience.
The company’s proprietary TrustScore is a cross-channel view into a property’s reputation, which gives guests a quick view without any additional research. Properties may integrate their score with a review widget for websites and Facebook, as well as within OTA search results, giving potential guests the confidence to book.
With reputation at the core of its approach, TrustYou offers a multi-channel messaging platform for both guest engagement and feedback gathering. The platform’s guest feedback surveys are a powerful tool for properties looking to improve guest satisfaction scores and manage their online reputation, all while using that feedback to improve operations.
Consistently monitoring and responding to online reviews across Tripadvisor, Google, and OTA sites can be a daunting task. RepUp’s guest satisfaction solution enables revenue growth by measuring and increasing rankings, as well as automating 1:1 guest communications for efficient-yet-effective engagement. Managed through a single unified dashboard, properties can leverage advanced analytics and guest interaction data to consistently optimize the guest experience. Driven by machine-learning, review analytics and business intelligence become core competencies for even the newest staff members.
The Cloudbeds integration pulls in rich guest profiles, simplifying how staff interacts with guests. Without having to manage communications across several platforms, staff won’t miss an incoming guest request — all of which leads to a better experience for both guests and staff.
Finally, RepUp’s Marketing Cloud keeps marketing at the forefront of guest feedback and review management. With its marketing automation tools, hotels have seen up to a 20% increase in revenue through both targeted upsells and repeat direct bookings.