Review Management for Hotels and Boutique Hotels
Reviews turn up at a hotel on no timetable, and reception often learns of one when a guest mentions it aloud. Our version replaces the surprise with a habit: a routine for asking, a routine for reading and a routine for replying, with the owner's name beside every decision. We set the routine up and draft the words. We write no review, and we never decide what the hotel answers.
What a review is, and whose words are whose
Whoever typed a review owns its words. The hotel can read it, can reply where the platform permits, and can ask for another, but it cannot edit one, hide one or write one in a guest's name. Our work stays on the hotel's side of that boundary.
That turns review management into an office routine more than anything else. Someone must notice each new review, someone must decide whether it deserves an answer, and someone must confirm the answer says nothing it should not. We put a name beside each job and hand the owner a short sheet recording who does what. Reply wording is drafted by us, and the hotel decides whether it goes out.
The Maps listing shows reviews as well, so this work runs next to the Maps and neighborhood side. The public text of a review is also among the things machines read, a point picked up on the ai search page.
A review routine, from the desk to the listing
Name the person who watches for new reviews
One person in the front office, plus a backup. We write both down and give the pair a short sheet to work from.
Draft the review request wording
We write a short message that the hotel sends through its own channel. It invites a guest to leave a review and asks for nothing besides: no account of a stay, no date, no room.
Read each new review inside the week
The owner or general manager reads what arrived. Our reading notes sort reviews into those that merit a reply, those that merit a call from reception, and those that merit nothing.
Draft a reply and pass it to the owner
We write the reply in the level voice of the front office. It repeats no guest name and no detail of a visit. The owner may reword it, send it or drop it.
Look at the pattern now and then
At an agreed interval we read the reviews together and note what readers keep raising. Should anything at the property change, the owner makes that decision.
Four parts of the routine, in front office terms
- Outbound
The review request
A short message the hotel sends once a stay is over. No reward is attached, and the guest is not invited to describe the stay itself.
- Inbound
The reading log
A running list of new reviews, who read each one and what was decided, so reception never has to rely on memory.
- Outbound
The reply draft
Wording from us, short and courteous, kept clear of a guest's name and details, waiting on the owner's verdict.
- Periodic
The pattern note
A plain summary of what reviewers repeat, set down as an observation for the owner and not as advice on running the property.
Which hotel listings carry reviews, and who handles each
| Spot a review shows up | What the hotel can do there | What lands on our desk |
|---|---|---|
| The Maps listing | Read it, reply to it, invite another | Draft the reply and the request wording |
| A listing site the hotel appears on | Read it, reply where the site permits | Draft the reply; the owner sends it |
| Spoken to someone at reception | Hear it and pass it to the owner | Nothing; the front office decides |
| Text placed on the hotel's own site | Choose what the page says | Draft only from words the owner supplies |
Three things hotel owners hear about reviews
Said at the bell standEvery review wants an answer from the hotel.
What the shaft showsThe owner decides. Some reviews call for a reply, some for a call from reception, some for neither. We draft only when the owner requests one.
Said at the bell standA hotel can offer a guest something in exchange for a review.
What the shaft showsWe never write a request that carries a reward and we never suggest one. Each listing platform has rules on the subject, and the hotel owner reads them before a request goes out.
Said at the bell standThe kindest reply retells the stay in detail.
What the shaft showsA reply that recounts a visit tends to repeat what the guest chose to share in public. Ours stay brief and leave out the guest's name, dates and details.
What a reply draft from us never contains
- A guest's name or any detail of a visit
- A promise about a later stay, a price or an offer
- An argument with the reviewer
- A reward attached to a changed review
- Any wording the owner has not seen and approved
The owner can strike or rewrite any of it; the draft is only a draft.
Review management inside the rest of the plan
Review management is a routine rather than a separate product with a number on it. It sits beside the Maps work in the search plans, with the lightest at $495 a month; every plan is itemized on the pricing page. The routine feeds the other marketing as well. A review request is one more path back to reception, and the way a hotel replies is public on the same listing an ad may send a visitor to, which is why the hotel marketing overview treats it as a landing of its own.
Our privacy habits run through the whole routine. Our site form has three fields, who you are, where we reply and which number rings, and nothing in the routine asks a guest to describe a stay.
Review management questions from a hotel's reception
Will our agency draft reviews for the hotel?
No. A review is the guest's own words. Our part is the request message and the reply drafts; the owner decides what is sent.
Who sends the review request to the guest?
The hotel, from its own address or channel. We provide wording and routine, and the guest's contact details never leave the hotel.
Does review management change what the Maps listing shows?
It changes the owner's replies and how steadily new reviews arrive, because the routine keeps the asking regular. The reviews themselves remain whatever the reviewers wrote.
Ask us about a review routine for your property
Tell us who you are, where to reply, which number rings and which property is yours, using the form beneath. Any guest's name, any date and any booking detail should stay out.
Which stay types should get landing pages first?
List the stay types you want found, the addresses and neighborhoods around the property, and the local sites that already point to it. Leave every guest name, date and booking detail out of the note.
Press the button for the top floor
A call is where we choose the first stops: the stay type whose landing page goes up ahead of the others, the address that follows it, and the plan that takes the strain.
The elevator drawn above is an illustration only; it forecasts nothing about who finds a hotel.