Collect the signal
The platform receives an OTA inquiry, guest message, or public review from a connected partner channel.
Input
Inquiry, message, review, or score
Output
Structured guest feedback
How it works
One workflow, measured end to end
Guest feedback becomes a measurable operating signal, not a disconnected inbox or post-stay task.
Respond in brand voice
The agent uses approved property knowledge and tone to answer, acknowledge, or request staff review.
Input
Brand rules and hotel knowledge
Output
Consistent response or escalation
Route the operational issue
Sentiment, recurring problems, and critical risk are surfaced to the teams that can act on them.
Input
Sentiment and issue classification
Output
Service recovery and trend reporting
Capabilities and outcomes
What the product does for the hotel
OTA guest communication
Automate branded pre-arrival and in-stay responses across Expedia, Booking.com, Airbnb, and Vrbo.
Review management
Coordinate responses across Google, Tripadvisor, Yelp, Expedia, Booking.com, and Meta.
Guest sentiment intelligence
Detect recurring issues and report sentiment trends by channel, partner, property, or service area.
Brand protection
Escalate critical feedback and route service recovery work before reputational risk grows.
Data points
Know exactly what is measured
These are measurement definitions, not sample performance claims. The hotel sees its own results by channel, workflow, department, or partner where the source data allows it.
- Inquiry response rate
- Share of guest inquiries that receive a response, reported by OTA or review partner.
- Inquiry conversion rate
- Share of answered partner inquiries that lead to a booking or other defined conversion.
- Average response time
- Average elapsed time between a guest inquiry or review and the hotel’s response.
- Reputation score by partner
- Property rating and review performance tracked separately for each connected platform.
Hotel use cases
Where teams put it to work
- Pre-arrival and in-stay OTA messaging
- Review response coordination
- Negative sentiment and risk escalation
- Recurring service issue reporting
Connected environment
Works with the systems and channels around the job
ExpediaBooking.comAirbnbVrboGoogle ReviewsTripadvisorYelpMeta
Final connectivity depends on the property’s existing stack and selected workflow. Supported connections can move faster, while new integration development can take up to three weeks.
Evaluation questions
Frequently asked questions
Which partner channels are included in the product brief?+
OTA communication covers Expedia, Booking.com, Airbnb, and Vrbo. Review management includes Google, Tripadvisor, Yelp, Expedia, Booking.com, and Meta.
Can the system follow the hotel’s brand voice?+
Yes. Responses are governed by approved brand tone and hotel knowledge. Escalation remains available for sensitive or higher-risk situations.
How does this connect reviews to hotel operations?+
Sentiment analysis and issue classification can surface recurring service problems, trigger recovery workflows, and provide reporting that hotel leaders can act on.
Which reputation data points are tracked?+
The defined set includes response rate, inquiry conversion, revenue captured, AI resolution, escalation, service scores, average response time, review score, and partner-level positioning when available.
Product family
Explore the rest of the hotel AI team
Where should Reputation Management start?
Book a 15-minute introduction. We’ll map the first workflow, confirm the systems and data involved, and define the operating KPIs before deployment begins.
