Respond to Guest Reviews with a Clear, Consistent Process
Turn every guest review into better trust, faster action and a stronger hotel reputation.
Scale My Hotel helps hotels monitor guest reviews across Google and major OTA platforms, request genuine post-stay feedback, draft professional responses, flag policy-violating reviews and turn recurring guest complaints into actionable operational insights.
For independent hotels, resorts, serviced apartments, villas and multi-property hospitality operators.
What We Never Do
Ethical, policy-conscious reputation management designed for sustainable hotel growth.
Never buy or fabricate reviews
Every review must reflect a genuine stay by an actual guest. We never purchase, falsify, or solicit fake reviews.
Never incentivise ratings
No discounts, free meals, gifts, or kickbacks in exchange for 5-star ratings, complying fully with platform anti-manipulation rules.
Never practice selective positive review gating
Review requests are sent to all eligible completed stays without filtering out guests who might share critical feedback.
Never guarantee review removal
Platform dispute outcomes remain strictly under each OTA’s and Google’s discretion. We assist with legitimate policy violations.
Never guarantee star ratings
We improve feedback systems and response quality, but independent guest sentiment determines your ultimate score.
Never promise ranking positions
We adhere to Google and OTA guidelines to strengthen local prominence, without claiming artificial ranking manipulation.
Your guests are already talking about your hotel. The question is whether your team is managing the conversation.
Operating hotels struggle with reputation not from a lack of hospitality, but from fragmented platforms, delayed follow-up, and manual bandwidth limits. Here is where credibility quietly leaks:
Reviews arrive across multiple platforms
Front-office and GM teams rarely have time to manually check Google Business Profile, MakeMyTrip, Goibibo, Booking.com, Agoda, and TripAdvisor every day. Feedback falls through the cracks.
Responses become delayed or robotic
When teams do respond, they often paste identical canned apologies or thank-yous. Generic replies feel cold and make genuine guest complaints appear brushed aside.
Happy guests leave without sharing feedback
Without an automated, consent-aware post-stay communication workflow, satisfied guests check out and forget to review, while disappointed guests actively seek out review forms.
Complaints repeat because nobody aggregates patterns
Guest complaints across cleanliness, Wi-Fi, front-desk delays, noise, or breakfast quality are treated as one-off grievances rather than systemic operational trends.
A managed reputation workflow—not just review replies
Reputation management is an ongoing operational discipline. We combine proactive post-stay feedback collection, daily multi-channel monitoring, professional hospitality responses, and executive sentiment intelligence.
Reputation Baseline Audit
At onboarding, we benchmark your property across all active review channels to evaluate ratings, response rates, recency, and recurring sentiment themes against your local competitor set.
- ✓ Comprehensive audit of Google, TripAdvisor, and all active OTA channels
- ✓ Historical response coverage and turnaround time assessment
- ✓ Sentiment breakdown across rooms, food & beverage, service, and amenities
- ✓ Actionable checklist to resolve legacy unanswered or disputed reviews
Post-Stay Review Request Workflow
We configure a neutral, consent-aware review request system via WhatsApp or email sent to completed stays—without incentives, fake accounts, or selective review gating.
- ✓ Timing and channel optimization (e.g. 2–4 hours post-checkout)
- ✓ Direct, frictionless links to Google Business Profile or preferred OTA surfaces
- ✓ Strict adherence to Google, TripAdvisor, and OTA anti-gating policies
- ✓ Opt-out compliance and guest privacy protection
Multi-Platform Review Monitoring
Continuous tracking of incoming guest feedback across Google, TripAdvisor, MakeMyTrip, Goibibo, Booking.com, Agoda, and Airbnb with priority notification for critical ratings.
- ✓ Daily cross-channel monitoring covering domestic & international platforms
- ✓ High-risk review alert acknowledged within 4 business hours
- ✓ Immediate GM notification for severe service or safety allegations
- ✓ Centralized tracking log of all open and published reviews
Professional Review Response Drafting
Hospitality-trained copywriters draft customized responses for positive, neutral, and negative reviews in your property’s approved voice—speaking directly to future travellers.
- ✓ Tailored responses that address specific details mentioned by the guest
- ✓ Avoidance of repetitive template language, defensive tones, or legal admissions
- ✓ Constructive acknowledgement of genuine service defects with confirmed fixes
- ✓ Flexible approval workflows (direct publishing or GM pre-approval)
Negative Review Escalation & Dispute Guidance
For reviews that violate platform policies (ex-employee harassment, blackmail, competitor spam, mistaken property identity), we assemble evidence and guide official disputes.
- ✓ Assessment against specific platform content policies (Google, MMT, Booking.com)
- ✓ Preparation of dispute documentation, booking records, and timeline evidence
- ✓ Official dispute submission and escalation tracking
- ✓ Transparent disclaimer: Final removal remains strictly at platform discretion
Monthly Reputation Intelligence Report
We turn raw reviews into structured operational intelligence, helping owners, general managers, and department heads fix real operational friction points.
- ✓ Month-over-month rating movement, review volume, and response coverage
- ✓ Categorized sentiment trends (Housekeeping, F&B, Front Desk, Maintenance)
- ✓ Recurring complaint identification before they become chronic rating drags
- ✓ Concrete operational recommendations for management team review
One reputation. Multiple booking surfaces.
Travellers compare your property across search engines, metasearch, and online travel agencies. We coordinate your reputation across your complete distribution footprint:
Google Business Profile
The primary surface for domestic and international high-intent discovery.
TripAdvisor
Crucial for leisure travelers, international inbound tourists, and resort bookings.
MakeMyTrip
Dominant market share for domestic Indian leisure and corporate bookings.
Goibibo
Key platform for budget, mid-scale, and regional domestic hotel bookings.
Booking.com
High-value verified guest reviews with structured sub-category ratings.
Agoda
Essential for Southeast Asian, leisure, and regional package travelers.
Airbnb
Host and guest mutual review ecosystem with strict Superhost metrics.
Platform coverage depends on the property's active channels, account permissions and each platform's available review-management controls. All trademarks belong to their respective owners.
From scattered reviews to a managed reputation system
A structured 5-step operational framework that transforms reactive firefighting into a calm, accountable guest reputation engine:
Audit
Benchmark & Gap AnalysisWe review your historical rating trajectory, platform response coverage, unaddressed feedback, and sentiment patterns across all booking channels.
- ● Channel-by-channel rating audit
- ● Unanswered review backlog list
- ● Initial sentiment score
Configure
Brand Voice & Escalation RulesWe establish your property’s approved response tone, emergency escalation contacts for critical feedback, and review-request messaging templates.
- ● Brand tone guidelines
- ● Escalation routing matrix
- ● Approved review solicitation templates
Monitor
Daily Tracking & Risk AlertsOur team tracks incoming guest feedback across agreed platforms, identifying new reviews and alerting management to urgent issues within 4 business hours.
- ● Daily portal monitoring
- ● Priority email/WhatsApp alerts
- ● Review log updates
Respond
Personalised Response DraftingWe draft thoughtful, human-first replies addressing specific guest points, submitting them for GM sign-off or publishing directly under agreed protocols within 24 business hours.
- ● Custom response drafting
- ● Future-guest reputation framing
- ● Dispute filing assistance
Improve
Operational Intelligence & ReviewMonthly synthesis of feedback data categorizes recurring praise and complaints, giving your GM team clear operational priorities to prevent recurring negative reviews.
- ● Monthly executive report
- ● Departmental sentiment tracking
- ● Quarterly strategy consultation
Clear Scope & Responsibilities
Effective reputation management requires seamless cooperation between our dedicated team and your on-property management:
What Scale My Hotel Handles
- ✓ Comprehensive initial reputation and channel audit
- ✓ Scheduled daily monitoring across agreed review platforms
- ✓ Personalised review response drafting within 24 business hours
- ✓ Critical and high-risk review alerts within 4 business hours
- ✓ Neutral, policy-compliant post-stay review request workflows
- ✓ Dispute documentation and platform policy flag assistance
- ✓ Monthly reputation intelligence reports and sentiment analysis
- ✓ Quarterly strategy reviews with your management team
What the Property Provides
- • Manager access permissions to Google Business Profile and OTA extranets
- • Approved property brand guidelines, vocabulary, and preferred response tone
- • Factual internal context from front-desk/HOD teams for disputed incidents
- • Prior verification before promising specific repairs, refunds, or upgrades
- • Guest checkout data/lists where automated PMS review triggers are deployed
- • Prompt escalation response for emergency, regulatory, or guest-safety issues
What We Measure & Track
We don’t use arbitrary revenue or RevPAR claims as substitutes for reputation proof. We measure and report on the operational health of your guest feedback ecosystem:
Response Coverage Rate
Percentage of total reviews across all platforms that receive a professional, thoughtful response.
Response Turnaround Time
Speed with which new feedback is acknowledged and answered on live public channels.
Review Recency & Volume
Velocity of genuine new reviews generated from completed guest stays.
Sentiment Trajectory
Net movement in positive vs negative sentiment across key operational departments.
Unresolved Backlog Clearance
Elimination of legacy unanswered reviews from past months or years.
Platform Dispute Tracking
Documented record of reviews flagged under official platform content violation policies.
Need help replying to a guest review right now?
Paste any positive or negative guest review into Scale My Hotel's free AI Hotel Review Response Generator and generate a personalized, empathetic draft in seconds.
Need our hospitality specialists to manage this every day across all channels? Explore our managed retainers below.Hotel Reputation Management Pricing
Transparent monthly retainers with no hidden fees or locked contracts. Choose between standalone managed support and multi-property portfolio management:
Starter Google Reputation Support
Ideal for standalone boutique stays and homestays needing dedicated monitoring and professional responses on Google Business Profile.
- ✓ Dedicated Google Business Profile daily monitoring
- ✓ Up to 20 reviews managed per month
- ✓ Personalised response drafting within 24 business hours
- ✓ Critical 1–2 star review alerts within 4 business hours
- ✓ Dispute filing guidance for policy-violating reviews (removal subject to Google review policies)
- ✓ Monthly Google sentiment and rating trend summary
Comprehensive Multi-Platform Retainer
Full-spectrum reputation management across Google, TripAdvisor, MakeMyTrip, Goibibo, Booking.com, and Agoda for independent hotels and leisure resorts.
- ✓ Comprehensive onboarding baseline reputation audit
- ✓ Daily monitoring across Google, TripAdvisor & connected OTAs
- ✓ Up to 60 reviews managed per month across all channels
- ✓ Personalised response drafting within 24 business hours
- ✓ Critical review alerts acknowledged within 4 business hours
- ✓ Neutral post-stay review collection workflow templates
- ✓ Official dispute filing assistance for policy-violating reviews (removal subject to platform policies)
- ✓ Monthly reputation intelligence & cross-channel sentiment report
Multi-Property / Hotel Groups
Designed for hotel groups, villa collections, and regional hospitality operators requiring unified brand voice, multi-account governance, and executive oversight.
- ✓ Everything in Comprehensive Multi-Platform Retainer for all locations
- ✓ Cross-property sentiment benchmarking and brand consistency audits
- ✓ Dedicated senior reputation manager and priority WhatsApp desk
- ✓ Custom PMS / Channel Manager API integration support
- ✓ Multi-stakeholder approval workflows and custom reporting
- ✓ Volume-discounted pricing based on property count and review volume
Factors Determining Your Exact Monthly Fee
Who This Service Is Built For
Designed specifically for hospitality properties where guest trust directly dictates booking conversion:
Best Suited For
- ✓ Independent boutique hotels and leisure resorts receiving 15+ monthly reviews
- ✓ Serviced apartments and managed luxury villa operators
- ✓ Heritage properties and safari lodges where guest trust drives high ADRs
- ✓ Multi-property regional hospitality groups needing consistent brand voice
- ✓ Hotel owners and GMs whose front-desk teams lack the time to reply consistently
Especially Valuable When
- ● Negative reviews remain unanswered or receive defensive, hostile replies
- ● Staff rely on repetitive copy-pasted responses that damage credibility
- ● Your Google rating differs significantly from your Booking.com or MMT ratings
- ● There is no structured post-stay review solicitation workflow in place
- ● Recurring guest complaints are not reaching owners or HODs systematically
- ● A recent influx of unfair or mistaken reviews requires policy dispute guidance
Get a Free Hotel Reputation Audit
We'll review your public reputation across your most important booking surfaces and show you where guest trust may be leaking.
Frequently Asked Questions — Hotel Reputation Management
Clear, policy-conscious answers to common questions about review handling, SLAs, and platform compliance.
Related Growth & Distribution Services
Reputation works best when synchronized with your local search presence and OTA distribution channels:
Google Business Profile Optimisation
Optimize your Google Maps presence, categories, photos, and local prominence alongside review management.
Hotel OTA Management & Optimisation
Ensure accurate room mapping, rate parity, and content hygiene across MakeMyTrip, Booking.com, and Agoda.
Channel Manager + WhatsApp CRM
Centralize direct guest enquiries and deploy automated post-stay guest communication on WhatsApp.
Scale Phase Growth Program
Our modular full-funnel growth system combining dynamic pricing, distribution, marketing, and reputation.
Ready to turn guest reviews into lasting property trust?
Let our hospitality specialists audit your public review presence across Google, TripAdvisor, and OTAs. We'll identify your biggest reputation risks and deliver a prioritised 30-day action plan.