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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.

Schedule Your Free Services Introductory Call

DID YOU KNOW?

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79% of customers said that a management response to a negative review reassures them.
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80% of customers believe that a business which responds to reviews cares more about their customers.
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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

Hotels, Resorts & Hospitality

Having processed over one million reviews, we can help your hotel elevate your review management efforts and online reputaiton.
Restaurants, Wineries, & Cafes

Restaurants, Wineries, & Cafes

We offer review response tools and marketing solutions that help restaurants thrive in today’s digital age.
Animal Services

Animal Services

Grow your veterinary, grooming or other animal services businesses with our tailored tools for review management.
Automotive Professionals

Automotive Professionals

Turn-key car dealership, body and auto repair shop review management and marketing solutions.
Property Management

Property Management

Review management and marketing services that help you find better tenants faster.
Residential Services

Residential Services

HVAC technicians’, plumbers’, and other residential professionals’ one-stop-shop for review response efforts and driving more reviews.
Museums & Attractions

Museums & Attractions

Review management for museums, city tours, theme parks, and other destination attractions.
Vacation Rentals

Vacation Rentals

Relax! We have you covered for review management services on VRBO, AirBnb, and more.
Spas, Retail & Service Providers

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

WHAT OUR CLIENTS SAY

"As a lifestyle resort, we understand the importance of engagement with online reviews. The quality and quantity of reviews are equally as important as engaging review responses that represent your brand voice. The team at The Reputation Lab has made the process seamless and assisted the resort in achieving 100% review response on the channels that matter the most. In addition, the team has assisted in continuing to drive a culture of service throughout the resort as reviews and responses are sent daily to review with the team. I cannot recommend The Reputation Lab enough as they were critical to our resort having one of our most successful years ever!"
Zack, Director of Operations350+ room lifestyle resort, January 2023
My property started to use The Reputation Lab in 2019. As a hospitality veteran I used many companies before, but The Reputation Lab is probably one of the best ones. Brian Price, the founder of the company is actively involved with my property. In my opinion when a leader is present it makes a world of difference. It is a tremendous time saving for my Resort, since responding to every review can take up to 20 to 25 hours per month. My Management Team now can spend more time on the floor and “Fill the earth with the light and warmth of Hospitality”. The Reputation Lab is very efficient a sends out weekly progress reports and a detailed month end summary; including analytics on our comp set performance which I actively incorporate to my owners meeting. They also help a lot on the OTA segment as OTA’s measure response times. Brian and his Team always provide prompt responses and this helps us position our hotel in a much better way.
T.V. General Manager400+ room resort March 2023
"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."
Jeff, General Manager300+ Room Hotel, in major East Coast market, December 2019
With the partnership of The Reputation Lab, We are confident that our guest feedback is replied to quickly with responses that reflect our hotel’s unique brand. Having this relationship has allowed our staff to focus more on the guest’s experience while they are on the property. We appreciate the hard work they put in for us every day. Brian and the team have been a God send!
Peter, General Manager400+ Room Hotel, in major Southern market, September 2019

Our Hospitality Programs

Review Response

Our dedicated team of content managers provide unique, engaging, and timely responses
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Reputation Enhancement & Management

We provide training, strategy, and deployment to make your business stand out from the crowd
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Review Response is our entry-level service program for the hospitality industry

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Our Reputation Enhancement and Management Program is our most popular service for hotels and resorts

Address:
8001 Forbes Place, Suite 211
Springfield, VA 22151

Phone: (855) 979-6800

Linkedin

Hours:
Monday: 8:30 AM–5:30 PM
Tuesday: 8:30 AM–5:30 PM
Wednesday: 9 AM–5 PM
Thursday: 9 AM–5 PM
Friday: 9 AM–3 PM
Saturday: Closed
Sunday: Closed