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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.

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

Our Hospitality Programs

Review Response

Our dedicated team of content managers provide unique, engaging, and timely responses

Reputation Enhancement & Management

We provide training, strategy, and deployment to make your business stand out from the crowd

Review Response is our entry-level service program for the hospitality industry

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