Harness Over X years of Hotel Sales and Marketing Experience Without Asking More From Your Team
The Reputation Lab got its start helping hotels and resorts maximize their success online. With our X years of collective hospitality experience and extensive knowledge of how online reviews, digital engagement and guest satisfaction impacts your business, we’re confident that discussing your needs with us will yield extraordinary results.

81% of travelers always read online reviews before making a booking decision and as little as a 0.1-point jump in your average review score can yield up to a 25% increase in conversions. Our team offers several services that help properties through each step of a review's lifespan and ultimately create conditions where organic review volumes increase on popular platforms like TripAdvisor, Google, and Expedia, alongside your rankings.
The Reputation Lab
Welcome
The Reputation Lab is a consulting agency specializing in review response services. In addition to replying to reviews, we monitor and report data, and for those in our upgraded program, we focus on best practices aimed at elevating the online reputation of hotels, restaurants, and service-based businesses on platforms like TripAdvisor, Google, OTAs, Yelp, and other industry-specific sites.
Responding to reviews allows your business to showcase the hospitality or customer service one can expect when buying from you. A thoughtful management response provides the opportunity to build loyalty, encourage additional visits or purchases, and offer resolution when needed. Having processed over one million reviews, we have worked with both branded (Hyatt, Hilton, DoubleTree, W Hotels, InterContinental) and independent hotels, from luxury and lifestyle to boutique or limited service.
For our hospitality partners, we offer two core services. Our Review Response service is our entry-level program while our Reputation Enhancement and Management (REM) program is for those who wish to elevate their online performance. Our REM program offers a more holistic approach to reputation management and is our most popular service.
For our service-based business partners, our Review Concierge service is in high demand with various levels of engagement and support available.
DID YOU KNOW?
79% of customers said that a management response to a negative review reassures them.
80% of customers believe that a business which responds to reviews cares more about their customers.
71% of customers say seeing a management response to reviews is important to them.
Forrester Consulting on behalf of TripAdvisor
Learn About the Services We Offer to Your Industry
Hotels, Resorts & Hospitality
Having processed over one million reviews, we can help your hotel elevate your review management efforts and online reputaiton.
Automotive
Professionals
Turn-key car dealership, body and auto repair shop review management and marketing solutions.
Museums & Attractions
Review management for museums,
city tours, theme parks, and other destination attractions.
Restaurants, Wineries, & Cafes
We offer review response tools and marketing solutions that help restaurants thrive in today’s digital age.
Property
Management
Review management and marketing services that help you find better tenants faster.
Vacation
Rentals
Relax! We have you covered for review management services on VRBO, AirBnb, and more.
Animal
Services
Grow your veterinary, grooming or other animal services businesses with our tailored tools for review management.
Residential
Services
HVAC technicians', plumbers', and other residential professionals' one-stop-shop for review response efforts and driving more reviews.
Spas, Retail & Service Providers
Your business can thrive based on your reviews. We make life easier for small business owners.
Platforms We Monitor
01
Hotels, Resorts & Hospitality
TripAdvisor, Google, Booking.com, Expedia, Hotels.com, Orbitz, Travelocity & more
02
Restaurants
OpenTable, Yelp, Google & more
03
Animal Services
Yelp, Google, Angie & more
04
Automotive Professionals
Yelp, Google, Angie & more
05
Property Management
ApartmentRatings.com, Apartments.com, ZillowRentals.com, OnRadPad.com & more
06
Residential Services
Angie, HomeAdvisor, Google, Yelp & more
07
Museums & Attractions
WhichMuseum, TripAdvisor, Google, Yelp & more
08
Vacation Rentals
VRBO, Airbnb, Booking.com & more
09
Spas, Retail, & Service Providers
TripAdvisor, Google, Yelp & more
10
Employee Reviews – Any industry
Glassdoor, Indeed and more
MONITOR
We monitor customer reviews received on online platforms, and alert your team to resolution opportunities
RESPOND
Based on your service program, we create custom responses to guest and customer reviews and publish them after approval is provided
ENGAGE
We elevate on-property guest experiences through our Guest Engagement Training Model
ANALYZE
We analyze your performance on weekly calls and provide a detailed summary on month-end reporting