Services · Reviews and reputation

Reviews decide two things: whether a guest books, and whether an engine names you

Rating and review velocity drive ranking on the channels, trust on your own site, and increasingly what an AI engine says about the property. Almost no agency in this market runs reviews as a service, which is why so many properties carry a strong product and a stale page. A review programme is not a marketing extra. It is the property's reputation, written by guests and read by everyone, including the machines. We make it steady, prompt and answered.

Request the free audit All services

Kitchen corner of a serviced apartment in pale oak

What the programme does

Earned, prompt, answered

Asking at the right moment

A well-timed request after checkout, through the channel the guest already uses, consistent across every booking channel rather than only the direct ones.

The response protocol

Every review answered within two working days in the property's voice, without disclosing anything about the guest. Negative reviews answered first and without argument.

Where reviews live

Google first, then the platforms that matter in your market and for your stay type, kept consistent rather than scattered.

Themes, not just stars

Monthly reading of what guests praise and complain about, fed back to the general manager, because the same three operational issues usually drive most of the negative reviews.

Against the comp set

Rating and review velocity measured against your nearest competitors over rolling twelve weeks, since the gap matters more than the absolute.

What engines read

The review platforms and guides that AI engines actually cite for your market, so reputation work feeds visibility rather than sitting beside it.

Measured by

Velocity, rating, response time

Reviews added per month, average rating, median response time and the same three numbers for the comp set. Reported monthly alongside the commercial figures.

What we will not do

Buy, gate or filter

No purchased reviews, no gating that only asks happy guests, no suppression. Platforms detect it, regulators act on it, and engines discount reviews that look managed.

Usually scoped alongside

Visibility

AI visibility, SEO and local search

Property and room pages that answer what guests actually ask, a complete Google Business Profile, consistent details across the sites engines read, presence in the guides and reviews they cite, and a monthly prompt panel.

Retention

Guest data, email and repeat stays

Guest records captured at booking and at stay, pre-arrival and post-stay messages written in the property's voice, and offers to past guests before rates go to a channel.

Evidence before spend.

Request the free audit