Review Response

Watch Our Intro Video

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.

1 MILLION

REVIEWS

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135,000

Hours Saved

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15,000

Work Days Given Back

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What We Do

Monitor

We monitor and collect the new reviews being earned each day.

Engage

We create custom responses to guest reviews and publish them once approved.

Influence

Our management responses are created with the goal of influencing the buying behavior of those reading your reviews.

Resolve

Our management responses position managers to resolve negative experiences through offline conversations.

Dispute

We recognize which reviews can be contested and handle the dispute process for you.

Report

We provide monthly results with over 25 pages of data for your business and five competitors.

DID YOU KNOW?

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61.9% of hotel reviews were responded to in 2022.
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70% of reviews earned by Five-Star hotels were responded to in 2022.
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61.7% of reviews earned by Four-Star hotels were responded to in 2022.
On behalf of Shiji Technological Soulutions
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65.4% of negative reviews on TripAdvisor were responded to in 2022.
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46.6% of negative reviews on Google were responded to in 2022.
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58.4% of positive reviews on Booking.com were responded to in 2022.
On behalf of Shiji Technological Soulutions
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65% of travelers are more likely to book a hotel that responds to reviews versus a comparable hotel that does not.
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70% of reviews earned by Five-Star hotels were responded to in 2022.
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79% of travelers will read between six and 12 reviews before making a purchasing decision.
Forrester Consulting on behalf of TripAdvisor

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.

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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 Operations,350+ room lifestyle resort, December 2022
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 Manager,400+ room resort March 2023
“The greatest value The Reputation Lab’s team provides to my property is the speed in which management responses are presented and published each day. It provides relief knowing every review is being managed. This in turn frees up time for me and my team to focus on what hospitality is about, face-to-face interactions with our guests.”
Connie, General Manager150+ room Boutique Hotel, January 2023

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

Rep Lab Suggestions

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.

Register To View More Sample Responses

Watch our Review Response Video for more information about the service.

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

Phone: (855) 979-6800

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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