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.
Review
Response
Our Review Response Program embraces the value of responding to reviews and the impact that engagement has on consumer behavior. Designed for hospitality leaders who struggle in having the bandwidth or expertise needed to respond to the endless reviews earned on websites like Google, Booking.com, TripAdvisor, and Expedia, our Review Response Program solves all your concerns.
Given the thousands of future consumers reading your reviews each month, the online reviews earned by your business are a powerful marketing opportunity. As a Guest Engagement and Reputation Management agency, we believe that responding to reviews is about more than just ticking a box. A thoughtful management response can contribute to the marketing opportunity provided by your reviews. Responses allow your business to build loyalty with the guest who took time from their day to leave your team a rave review. A well-crafted management response also allows your team the opportunity to showcase the first-class hospitality one can expect when staying at your hotel, or when dining at your restaurant. Unique selling features can be highlighted within a response and because many of our team members are former hotel leaders, we are skilled with resolution efforts, often shifting to an invitation for offline conversations when things fell short of perfection.
What We Do
Monitor
We monitor and collect the new reviews being earned each day.
Resolve
Our management responses position managers to resolve negative experiences through
offline conversations.
Engage
We create custom responses to guest reviews and publish them once approved.
Dispute
We recognize which reviews can be contested and handle the dispute process for you.
Influence
Our management responses are created with the goal of influencing the buying behavior of those reading your reviews.
Report
We provide monthly results with over 25 pages of data for your business and five competitors.
How It Works
Hotels and restaurants engaged in our Review Response Program will be assigned a dedicated Content Producer from The Reputation Lab content team. Each day, that Content Producer will collect the new reviews earned by your business and create unique, engaging, on-brand management responses to those reviews. Once complete, the Content Producer will present those to your hotel or restaurant team for your approval, and once that approval is received, we will then publish your management responses on the appropriate site, typically on the same day. Each client has a dedicated Content Producer, with many of those Content Producers having significant hotel leadership experience at various destinations throughout the United States.
Sample Responses
What We Often See
Rep Lab Suggestions
We are happy that you enjoyed our central location and that John and Sally at the front desk took such great care of you
It warms us to read that our central and vibrant location served you so well for visiting all your “must-visit” destinations, though what wins our hearts most are your kind comments regarding the welcoming spirit created by John, Sally, and the rest of our team. We know it is their genuine hospitality which brings guests back time and again and we look forward to greeting you again one day soon.
We are sorry to read that you found the front desk agents rude at check in, but we are happy that the bellman made your day with his welcoming smile.
While it delights us to read that our Bellman made such a wonderful first impression, we regret to learn that this impression was not consistent with others. Our colleagues are known for their genuine hospitality and we hope you can accept our
apologies for the inconsistency and have confidence in knowing that your comments will serve as a topic
of conversation in our ongoing team
coaching and training.
Thanks for celebrating your anniversary with us.
We were thrilled to play a small part in your romantic retreat, and we hope ours is a hotel you and yours will hold dear to your hearts for many years to come. Until we see you again, we wish you endless years of health, happiness, and love.
Our winter months are a slower season and we are pleased to read that you had a nice visit.
The winter months provide an enchanting time to visit the city with hot cocoa on the patio and ice skating in the park. For those adding romance to the weekend, a candlelit dinner while watching snow cascade down from the skies above will create endless memories that can long be treasured.
We thank you the rave comments regarding our Housekeeping team.
Now more than ever “clean” is a word we take
great pride in finding within our reviews and we
thank you for making note of the detailed cleaning and sanitizing efforts provided by our Housekeeping colleagues. We will share and celebrate your kind words with the team, and we thank you again for letting your fellow travelers know that you felt perfectly at home.
We are always trying to improve. Your concerns
and comments will be shared with the
management team.
Reviews like yours provide great value to our leadership team as they allow us to understand what guests loved most about their visit, and how we can elevate the experience even further.
Hopefully we can soon resume our full housekeeping services.
As your review notes, our hotel has adjusted our housekeeping service, creating a more curated program that allows guests to select their desired level of service. We regret if this was not properly introduced upon your arrival, and we invite you
to submit your request for service the next
time you join us.