Turn guest feedback into
your greatest asset

More than 60 review platforms, including Google, TripAdvisor and Booking.com – the three that carry the most weight for most properties – alongside the OTAs and regional review sites that matter in individual markets. Coverage is worth checking against your own mix rather than by headline count: a property in Iceland or Norway may depend on a local site that a US-built platform does not track at all.

Sentiment analysis reads the words in a review rather than counting the stars, identifying whether a guest was positive, negative or neutral about specific aspects of their stay – cleanliness, service, location, breakfast. That distinction matters because a four-star review can contain a serious complaint, and a star rating alone hides it. VISIT Reputation analyses review text in its original language, so nothing is lost to translation before it is scored.

Yes, for most major platforms, directly from the VISIT Reputation dashboard rather than logging into each site. The reason this matters is response rate: Google and TripAdvisor both surface whether a property replies, and prospective guests read the replies as closely as the reviews. A property that answers every review consistently reads as one that pays attention – and consistency is far easier to sustain when it is one queue instead of six logins.

A human should approve them – AI should draft, not publish. A generated reply handles the structure and tone quickly, but only someone at the property knows whether the complaint is fair, whether the guest has already been compensated, or whether this is the third time the same room has been mentioned. VISIT Reputation's AI drafts on-brand replies for review before they go out. Fully automated replies are the fastest route to a public apology for something that did not happen.

Reply publicly, quickly and specifically. Thank the guest, acknowledge the particular thing that went wrong rather than apologising in general, say what has changed, and move the detail to a private channel. Do not argue the facts in public even when you are right – the reply is written for the next hundred people reading it, not for the reviewer. Speed matters more than polish: a same-week reply reads as attentiveness, a two-month-old one as damage control.

The saving comes from removing repetition rather than from the replies themselves. Instead of logging into Google, TripAdvisor, Booking.com and every other site in turn, reviews arrive in one queue, and AI-drafted replies mean each response starts from a draft rather than a blank box. For a property answering reviews across six platforms, the platform-switching alone is most of the time spent – and it disappears entirely.

You select a set of competing properties and track your review scores, sentiment and review volume against theirs over time. Review volume is the figure most properties overlook: a competitor with a slightly lower average but three times the reviews often outranks you on an OTA, because volume and recency feed the ranking as much as the score does. VISIT Reputation tracks all three so you can see which of them is actually costing you position.

Automatically generated reports covering score trends over time, sentiment broken down by aspect of the stay, and a picture of who is reviewing you – traveller type and country of origin. That last part is the underused one: knowing that your lowest sentiment scores come from one market or one traveller segment turns a general 'improve service' conclusion into a specific, fixable problem.