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
Since launching our agency in 2014, we’ve worked with both branded (Hilton, W Hotels, Hyatt, IHG) and independent hotels as well as restaurants, home-service providers, and more. We have processed over 1 million reviews for our partners, with each management response being uniquely written by one of our talented Content Producers. Given our foundation in hospitality, we feel that reputation management is about converting warmth, gratitude, and resolution. With that in mind, our management responses go above and beyond simple replies such as “thanks for the great review” or “we’re sorry things didn’t go quite right”.
Your online reviews are a powerful marketing vehicle and The Reputation Lab compliments your marketing efforts. A well-crafted management response is an opportunity to
show gratitude (for the great review)
highlight unique selling features
suggestively sell events, need periods, or promotions and packages
educate (about topics such as deposits for incidentals or guarantees)
show empathy and provide resolution when needed
Our success stories are endless and we look forward to leading you and your team toward similar results!