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We manage your

online reputation and elevate your brand

The Reputation Lab is a hospitality consulting agency specialized in managing and
elevating the online reputation of hotels and restaurants on platforms like TripAdvisor, Yelp and Facebook.
We work with both independent and branded hotels, including W Hotels, Marriott, InterContinental, and Hyatt to facilitate a reputation management strategy aimed at increasing online visibility, engaging your customers, and converting more shoppers to future guests and revenue producers.


 We monitor guest reviews received on online platforms, and alert your team to resolution opportunities


    We create custom responses to guest reviews, and publish them after your team's approval


We elevate on-property guest experience  through our Guest Engagement Training Model


We analyze your performance on weekly calls and provide a detailed summary on month-end reporting

Platforms we monitor

Strategic Partner


 "Increasing our guest matrix scores can’t sit with one person, it’s really a team effort. The employee training program implemented by The Reputation Lab has made online reputation an ongoing conversation in our hotel and part of the overall culture within the building.  As a result, we’ve seen increases in guest matrix scores and on platforms like TripAdvisor."

Peter, General Manager

400+ Room Hotel, in major Southern market


Of customers say reviews are important to them when determining where to stay

Of customers say seeing a management response to reviews is important to them

Of customers say a management response to a bad review makes them think highly of the hotel

Source: Forrester Consulting on Behalf of Tripadvisor

Our Services

Reputation Management

Reputation Enhancement and Management

We provide training, strategy, and deployment to make your business stand out from the crowd

Review Response

Review Response

Our dedicated team of content managers provide unique, engaging, and timely responses

Social Media

Social Media Management

We develop a strategy and communication plan that will elevate your online reputation