Service description
A hotel's online reputation directly influences booking conversion and rate integrity. We build a systematic reputation management process for your property — covering review monitoring, response protocols, and the operational changes that drive better scores over time.
- 01
Who This Service Is For
This service is designed for hotel operators who are aware that their online scores are affecting booking conversion or rate integrity but have not yet built a structured process for addressing the underlying causes. It suits properties where review responses are inconsistent, where negative feedback recurs around the same themes, or where staff have received no formal guidance on how to solicit or handle guest feedback.
It is also relevant for properties preparing for a rebrand or a change in management, where establishing a clear reputation baseline and a professional response standard is a necessary first step before other improvements can be communicated credibly to prospective guests.
- 02
What the Audit Reveals
The engagement begins with a baseline reputation audit across all major review platforms. The audit does not simply count scores — it identifies recurring negative themes, analyses the language guests use to describe their experience, and maps those themes back to specific operational areas. This is where the work becomes genuinely useful.
Most properties find that a small number of recurring issues account for a disproportionate share of negative feedback. Identifying those issues with precision — rather than treating every negative review as an isolated event — is the foundation of a reputation improvement process that produces measurable results rather than cosmetic ones.
- 03
Response Protocols and Tone-of-Voice Standards
How a hotel responds to reviews — positive and negative — communicates as much to future guests as the original review does. We develop a response protocol and tone-of-voice guide specific to your property's brand positioning, giving your team a clear framework for every response scenario they are likely to encounter.
The protocol is not a set of template responses. It is a decision framework that helps staff understand the principles behind an effective response — so that replies feel genuine rather than formulaic. Properties that implement consistent, professional response standards typically see measurable improvement in perception scores within 30 days of adoption.
- 04
Staff Training and Feedback Culture
Soliciting guest feedback effectively is a skill, and most frontline hotel staff have never been trained in it. Our half-day staff training session covers how to identify the right moments to invite feedback, how to respond to in-stay complaints in ways that prevent negative reviews, and how to handle online feedback professionally when it does appear.
Building a feedback culture requires more than a single training session — it requires clear expectations, consistent reinforcement, and leadership that models the behaviour. We design the training to give your team both the skills and the rationale, so that the approach is understood well enough to be sustained independently after the engagement concludes.
- 05
Root-Cause Analysis and Operational Change
Negative reviews that recur around the same themes are not a communication problem — they are an operational signal. Our root-cause analysis identifies the specific processes, staffing patterns, or physical conditions driving the feedback, and the action plan we provide addresses those causes directly rather than focusing solely on how the property responds after the fact.
Properties that implement the operational changes identified through root-cause analysis typically see measurable score improvement within 90 days. The 90-day progress review included in the engagement provides an objective assessment of whether the changes are producing the expected results and where further adjustment may be warranted.
- 06
Ongoing Management and Reporting
The six-week setup phase establishes the audit baseline, response protocol, staff training, and monthly reporting dashboard. At handover, your team has everything needed to manage the property's reputation independently — the tools, the framework, and the training to use both effectively.
For properties that prefer ongoing external support, a monthly retainer option provides managed response drafting for your approval, keeping response quality consistent without placing the full burden on your internal team. A half-day staff training add-on is also available separately for properties that want to invest in frontline capability without committing to the full setup engagement.
What the service includes
- Baseline reputation audit across all major review platforms
- Response protocol and tone-of-voice guide for your team
- Staff training on soliciting and managing guest feedback
- Root-cause analysis of recurring negative themes
- Monthly reporting dashboard setup and handover
- 90-day progress review
How an engagement works
- 1
Discovery Call
We begin with a confidential conversation to understand your property's situation, goals, and constraints. This call helps us determine whether there is a good fit and what scope of engagement makes sense.
- 2
Scope & Proposal
We prepare a written proposal outlining the engagement scope, methodology, timeline, and fee. For complex situations, we may recommend a standalone diagnostic before committing to a full engagement.
- 3
Data Collection & Audit
We gather and analyse your property's performance data, conduct on-site visits or mystery-guest stays as appropriate, and complete structured interviews with key department heads.
- 4
Analysis & Recommendations
We synthesise findings into a prioritised action plan with realistic impact estimates. Recommendations are reviewed internally for feasibility before being presented to your team.
- 5
Debrief & Handover
We present findings and recommendations in a structured debrief session with ownership and department heads, answer questions, and agree on next steps. All materials are handed over in editable formats.
Price
| Reputation audit and protocol setup | $3,800 |
|---|---|
| Monthly reputation management retainer | $1,200 |
| Staff training add-on (half-day) | $1,800 |
Gross prices are for guidance only. You will receive an exact quote before work begins.
Frequently asked questions
Can you remove negative reviews?
No. Legitimate guest reviews cannot be removed, and we do not attempt to do so. Our approach focuses on addressing the root causes of negative feedback and demonstrating professional, constructive responses that build trust with future guests.
How long before we see score improvements?
Properties that implement the operational changes identified in the root-cause analysis typically see measurable score improvement within 90 days. Response protocol changes alone can improve perception scores within 30 days.
Do you manage the review responses on our behalf?
The retainer option includes managed response drafting for your approval. The setup-only option trains your team to handle responses independently using the protocol we develop together.
