Our hotel reputation management service runs the Google side of your property's reputation — every review answered within the hour, amenities and rates-page links kept accurate, weekly posts published, and the three hotels you actually compete with tracked — so the guest searching "hotels near me" on Maps books you instead of them.
Hotels have a reputation problem no other local business has: the review is written days after the stay, by someone already home, about a room they will never see again. There is no chance to fix it in person. All you have left is the reply — and the next thousand travellers who read it while deciding between you and the property down the road. Most hotels leave that reply to a front-desk manager who is covering check-in. We take it off them from $49/month per property.
No setup fees · Cancel anytime · 30-day money-back guarantee
What is hotel reputation management?
Hotel reputation management is the ongoing work of monitoring, responding to and growing the reviews that decide whether a traveller books your property — and keeping the listing behind them accurate and active. In practice that means replying to every review, publishing fresh posts and photos, keeping amenities, check-in times, parking and pet policies current, and steadily generating new reviews so one bad month doesn't sit at the top of your profile all season.
Most people picture hotel review management as a dashboard that aggregates scores from six OTAs. That tells you a review landed. It doesn't write the reply, and it doesn't touch the listing. What a property actually needs is the work done — which is the difference between a review management platform and a done-for-you service.
Why Google, and not the OTAs
We manage your Google Business Profile only — not Booking.com, Expedia or TripAdvisor. That's deliberate, and worth understanding before you buy.
A traveller who books through an OTA was already going to compare properties on that OTA. A traveller who searches "hotels in [city]" or "hotel near me" on Google is undecided, is looking at a map with three pins on it, and — if they book direct from your profile — costs you no commission at all. Google is the channel where reputation work converts into margin rather than into a 15–20% booking fee. It is also the one most properties leave completely unmanaged while paying a separate vendor to watch the OTAs.
What our hotel review management service includes
Every review answered within the hour
Housekeeping complaints, noise, a slow check-in, a glowing stay — all answered in your property's voice. Anything alleging theft, injury, discrimination or a billing dispute is flagged to you before a word goes out.
Amenity & policy accuracy
Check-in and check-out times, parking, pet policy, pool and gym hours, breakfast, accessibility, Wi-Fi — the attributes travellers filter on, kept correct as they change season to season.
Weekly Google Posts
Seasonal rates, packages, local events driving demand, renovated floors — published on a schedule with fresh property photos, which is the activity signal Google reads as an operating hotel.
Compset tracking
The three properties you genuinely compete with in the map pack, monitored weekly — their rating, their review velocity, and a plain-English read on why you're above or below them.
Listing & pin protection
Name, address and phone consistency, Maps pin accuracy, and suggested-edit monitoring — so nobody quietly reroutes your pin to the wrong entrance or edits your phone number to an OTA call centre.
A free dashboard, forever
Every reply, post and compset move logged. It stays free even if you cancel — no jargon reports, no black box.
Hotel reputation management pricing
Priced per property, so a two-property group pays for two and a single independent pays for one. Most hotels start with the AI Local SEO Agent and add a one-time service if the rating needs repair first.
AI Local SEO Agent
Your property's Google reviews and listing, managed daily.
- Review replies within the hour, in your voice
- Amenities, policies and hours kept accurate
- A Google Post every week + scheduled photos
- Top 3 competing properties tracked weekly
- Free dashboard, forever
AI Local SEO Agent — Pro
Around-the-clock cover — guests review at 2am and from other time zones.
- Around-the-clock review replies
- 2–3 optimised Google Posts weekly
- Continuous, not periodic, optimisation
- Deeper compset intelligence
- Priority done-for-you work
Reputation repair
For a rating damaged by a renovation, an ownership change or a bad season.
- Professional replies to negative reviews
- Disputes filed on policy-violating reviews
- A review-generation push to lift your average
- A prevention plan so it stays healthy
Google Review Collection Service
Real people call your past guests and walk them to your Google review page.
- Starter — 50 calls — $199
- Growth — 150 calls — $449
- Pro — 300 calls — $799
- Full report of calls made and reviews landed
Local listings & Maps setup
New property, rebrand, flag change, or a listing that was never properly claimed.
- Profile created or claimed, fully optimised
- Correct categories, amenities & attributes
- Name, address, phone & hours synced across directories
- Google Maps pin verified at the right entrance
Deep SEO Report
See where your direct-booking site stands before you spend a dollar on marketing.
- Domain authority & trust score
- Backlink and referring-domain profile
- Keyword visibility + organic traffic estimate
- Your highest-impact quick wins
Every subscription is month-to-month — or go annual on the Agent plans and save 50%. See all Google services →
Hotel reputation management, compared
Hospitality reputation platforms are priced for chains. Here is how done-for-you management on Google compares to the two alternatives an independent or small group actually has.
| Front desk handling it | Hospitality reputation platform | The Star Company | |
|---|---|---|---|
| Monthly cost | $0 + manager hours | $250–$500+ per property | $49–$99 per property |
| Review reply time | Days, or never in high season | 24–72 hours | Under 1 hour |
| Overnight & weekend cover | Depends who's on shift | Business hours only | Yes (around-the-clock on Pro) |
| Who writes the reply | Whoever has a minute | You do — it alerts you | We do |
| Amenities & policy accuracy | Updated when someone remembers | Not covered | Continuous |
| Compset tracking | No | Yes, on higher tiers | Weekly, included |
| OTA coverage | Whatever you do yourself | Yes | Google only |
| Contract | — | 12 months typical | None |
That last row is the honest trade. If OTA review management is what you need, a hospitality platform does it and we don't. If what's actually unmanaged is your Google listing — the one feeding your commission-free direct bookings — this costs a fraction of theirs.
How it works
Pick your plan
$49/mo per property for the Agent or $99/mo for Pro. Monthly or annual — annual saves 50%. No setup fee.
Add us as a manager
A 60-second step inside your Google Business Profile. We send click-by-click instructions the moment you subscribe. You stay the owner.
Tell us your voice
Your tone, your GM's name, how you want a housekeeping complaint or a noise complaint handled. Every reply sounds like your property.
It runs, you operate
Daily work on your profile, visible in your dashboard. Local ranking movement typically starts in 2–4 weeks.
Results from managed profiles
We publish every case study in full — before-and-after rating, reviews gained, and what it did for the business.
Who this is for
If your property has no Google Business Profile, or the listing is still under a previous owner or flag, start with Local listings & Maps setup — we'll claim and verify it first, then the Agent takes over.
Free tools
Hotel reputation management FAQs
How much does hotel reputation management cost?
Ours starts at $49 per month per property for the AI Local SEO Agent, or $99/month for Pro with around-the-clock review replies. Annual billing saves 50%. One-time services are priced separately: $449 for reputation repair, from $199 for review collection calls, and $149 for listings and Maps setup. Hospitality reputation platforms typically start around $250–$500 per property per month on an annual contract.
Do you manage Booking.com, Expedia or TripAdvisor reviews?
No. We work on your Google Business Profile only. That's where undecided travellers searching "hotels near me" land, where the map pack is decided, and where a booking costs you no OTA commission. If OTA review management is your priority, a hospitality platform is the right tool and we'd tell you so.
Should a hotel respond to every review?
Yes, including the positive ones. The reply is rarely for the guest who wrote it — they've already checked out. It's for the traveller comparing three properties on a map and reading the two most recent reviews plus whatever you said back. A thoughtful reply to a complaint reads as a property that fixes things; silence reads as one that doesn't.
How do I respond to a bad hotel review?
Quickly, specifically, and without arguing. Name the actual issue — the room wasn't ready, the AC was loud — say what's changed since, and offer a direct contact rather than debating in public. Never dispute the guest's account of their own stay, never mention a refund or discount publicly, and never let a reply hint at anything the guest didn't disclose themselves. Draft one free with our AI review response generator.
Can you remove bad reviews from my property's Google listing?
Only reviews that break Google's policies — fake, spam, abusive, off-topic, or left by someone who never stayed — can be removed, and we file those disputes as part of Reputation repair. A genuine bad review can't be deleted by anyone. What works is replying well and outweighing it with fresh positive reviews.
Do you work with multiple properties?
Yes. Pricing is per property, and each listing is set up so your own properties don't cannibalise each other in the map pack — distinct categories where needed, correct service areas, and no duplicate listings left over from a previous flag or owner. Get in touch for group pricing.
How long before I see results?
Local ranking movement typically starts in 2–4 weeks, with meaningful gains by 60–90 days. Review response times and listing completeness improve immediately. Rating recovery takes longer, because it depends on new reviews outweighing old ones — which is why properties in a hole usually pair the Agent with a review collection push.
Is there a contract?
No. Every subscription is month-to-month, or annual if you want the 50% discount. Cancel anytime — the Agent stops working on your profile and your dashboard stays free. There's also a 30-day money-back guarantee on the Agent plans.
The map pack is your front desk
A traveller picking between three pins decides on a rating and two recent reviews. Make sure someone's looking after them.
No setup fees · No contract · 30-day money-back guarantee