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
Review Response
(Our Most Popular Hotels/Restaurants Service)
The most important step towards improving your online reputation and maximizing the additional revenue it can bring is understanding and interacting with the customers that are reviewing your business.
80% of people believe that businesses that respond to reviews care about them and 79% are willing to pay more for services that have better reviews.
When you add Review Response to your digital strategy, our team of dedicated content managers will monitor and craft uniquely tailored responses to all of the reviews you receive which will help influence buyer behavior and build customer loyalty while saving your team hours of effort.
Our Review Response service includes:
-
A Discovery Meeting, focused on gaining a full understanding of your business as it relates to the facility and operations, and the brand messaging and voice
-
Engaging, on-brand and timely management responses to each of your online reviews
-
Uniquely written (not software generated) responses from content managers with experience in your industry who know how to appropriately handle resolution
-
Management responses which identify your unique selling features; these review channels have large audiences and serve as a platform for your overall marketing message
-
Management of the review dispute process
-
Month-end reporting
Sample Responses
Upscale Branded Hotel - Savannah
Anonymous - Insects in the room!
The Good: Design, Cleanliness
The Bad: Bugs in the room
Dear Guest,
Warm greetings from Savannah, and thank you for choosing our hotel as your home-base while visiting the historic district. We are warmed to read that you so enjoyed the beauty and grandeur of our hotel which we trust you found was perfectly complemented by a gracious hospitality and welcoming spirit created by our team. While we are elated that aspects of your visit were near perfection, we regret to learn of your added feedback. Being in a historic district so close to the water, there are times when Palmetto Bugs and other insects are more prevalent, and with many guests opening the French Doors that lead to their balconies, it is certainly possible for one of these flying friends to land in a room. We understand this can be disturbing and have preventative measures in place to avoid such situations. As we hope you discovered, our colleagues are also happy to assist however they can to ensure each of our guests is resting in comfort and we apologize once more for the unwanted visitor. We appreciate your added feedback and on behalf of all of us, we hope you might join us again so that we can provide you with an experience which can be cherished for years to come.
Warm Regards,
ABC General Manager
Independent Boutique Hotel - Dallas
Bren33 - Renovation in process since December – awful experience.
Tons of noise and dust. I’ve been here several times before and in the past all was good but this was horrific. Restaurant was closed, just a simple breakfast in the lobby. I booked my room on a website and when I asked the hotel to refund me so that I could spend the rest of my vacation in comfort at another hotel they rejected my request and passed blame to the website I booked with, saying I had to call them. What kind of service is this? Construction started at 8:00 am every morning – no peace and quiet! Not at all worth the money I spent.
Dear Bren33,
Greetings from Dallas. We value your loyalty, thank you for joining us time and again, and for taking the time to share details of your most recent experience. As your review notes, our Design Team has been hard at work since December; we regret to read that this was a surprise upon your arrival and with that in mind, we can certainly empathize with your disappointment. It has been our goal to be transparent regarding these efforts and our promotional rates reflect the limited services we currently offer. Regarding your on-property communications, we fear that there may have been some misunderstanding. As you noted, your reservation was booked with a third-party website and that company must be contacted in order to initiate any conversations regarding an early departure or possible refund. We are happy to assist in any way we can, but because that company processed your payment, only they can process any changes related to your reservation. Our renovation efforts will come to a close later in the year and we encourage you to join us again so that you can be among the first that we spoil with our brand new rooms, restaurant, fitness center and more. If we can offer our personal assistance in planning your return, we invite you to be in touch.
Warmest Regards,
Hotel ABC
Casual Concept Restaurant - Southeast
J R - Incredible!
We had the best server ever! Also, the homemade Oreo Cream Cookies are AMAZING. This is probably the best dessert I've ever had. The drinks were equally as good and so was the food and Julie our server made us feel like we were her only table. I can’t wait to come back and I will definitely recommend this place to friends and family who live in the area or visit.
Dear J R,
Suzanne, our Pastry Chef, will be thrilled to learn that you so enjoyed the Oreo Cream Cookies and we will be sure to share your feedback! As you might already know, we also sell these by the half and full-dozen as they make a perfect treat to refrigerate or freeze at home for enjoying in the weeks ahead. Julie is a gem, one of many on our team, and she was smiling from ear to ear when we celebrated your comments with her. On behalf of all of us at ABC Restaurant, we too look forward to you joining us again and we invite you to be in touch if we can assist in making your next reservation. Until then.
Warmest Regards,
ABC Restaurant
Regional Brand Concept Restaurant - West
JackE - Never coming back...
This was the worst dining experience I’ve EVER had. ZERO attention paid by our server and I couldn’t find a manager anywhere, despite my asking another server who walked by our table. The oversized menu is awful and there is no reason for the price increases over the last few years. The quality of food and drinks is lacking for these types of prices! I used to go here once or twice a week and it was always good, but after this experience, as I said, I’m never going back.
Dear JackE,
As a team, we place great value in feedback from our guests as reviews and other testimonials provide our leadership with insight as to what our guests most enjoy and how our dining experiences can be elevated even more. We especially appreciate observations from those who join us regularly and while we are warmed to read that your past experiences have been thoroughly enjoyed, we must apologize for any inconsistencies during your most recent visit. Our servers are typically noted for their attention to detail and we suspect this has given you confidence in joining us time and again. With that said, it is apparent we fell short and should your time allow, it would be wonderful if we could speak by phone so that I may learn more about your experience and extend my more personal apologies. Assuming you share my interest in coordinating a call, I invite you to forward your contact information and a convenient time that I can be in touch to my email address provided below. Once more, we thank you for joining us and I look forward to speaking with you in the days ahead.
Take Care,
ABC Restaurant
Not ready to schedule your free introductory call to learn how Review Response can help your business? Consider exploring our robust 'Reputation Enhancement and Management' service and other offerings below! You can also contact us with any questions you may have.