Reviews & Feedback
Monitor guest reviews, respond to feedback, and track reputation
Overview
The Reviews module aggregates guest feedback from multiple sources — Google, TripAdvisor, Booking.com, MakeMyTrip, and direct feedback forms. It helps you monitor your hotel's reputation and respond to reviews promptly.
Multi-Source Aggregation
Reviews from all connected platforms are pulled into a single feed. Each review shows its source with a color-coded badge, so you can track which platforms generate the most feedback and where your ratings are strongest or weakest.
Sentiment Analysis
Every review is automatically classified as Positive (4-5 stars), Neutral (3 stars), or Negative (1-2 stars). The sentiment badges help you quickly spot reviews that need urgent attention.
Managing Reviews
Responding to reviews, flagging issues, and maintaining your response rate.
Response Templates
Pre-built response templates are available for positive, neutral, and negative reviews. Templates include placeholders like {guestName} and {highlight} that you customize before sending. This ensures consistent, professional responses while saving time.
Flagging & Escalation
Negative reviews or reviews mentioning serious issues (cleanliness, safety, insects) should be flagged for management attention. Flagged reviews appear in the 'Needs Attention' section of Analytics and trigger notifications to the hotel manager.
Response Rate
Your response rate (percentage of reviews that have received a management response) is a key metric. Most platforms reward hotels with high response rates with better visibility. Aim for 90%+ response rate across all platforms.
Analytics & Insights
Using review data to identify improvement areas and track your hotel's reputation over time.
Rating Distribution
A visual breakdown of how many reviews you've received at each star level (1-5). A healthy distribution has most reviews at 4-5 stars. If you see a spike at 1-2 stars, investigate the common complaints in those reviews.
Category Performance
Reviews are tagged with categories like Cleanliness, Service, Food, Location, Value, Amenities, Room Comfort, and Check-in. The Analytics tab shows average ratings per category, helping you identify which areas need improvement.
Source Breakdown
Compare your ratings across different review platforms. If your Google rating is significantly different from TripAdvisor, it may indicate different guest demographics or expectations on each platform.