Online Reputation Managementfor Hotels

Yes, when it violates TripAdvisor's guidelines. The most common winnable grounds in hospitality are review extortion (a guest threatening a bad review for a refund or upgrade), reviews from people who never stayed, and fabricated factual claims. Your free assessment shows which of your reviews fall in those categories.

Review extortion is when a guest threatens a negative review unless you give them something (a refund, a free night, an upgrade). Platforms including Tripadvisor, Google, and Booking.com prohibit it, and with the messages preserved it is one of the most documentable removal cases we handle. Never pay it, send it to us instead.

Yes. Most hotels have a presence across TripAdvisor, Google, Booking.com, Expedia, and Yelp simultaneously, and the same guest sentiment often gets syndicated across several. We map your full footprint at intake rather than fixing one platform while the others stay live.

It depends on the platform, and a renovation or ownership change can support a case. TripAdvisor has a process for reporting a major renovation, and how a change of owner or brand is treated differs by platform. We read each platform's current policy, prepare the documentation it asks for, and tell you in the free assessment what applies. Where old reviews stay, steady recent reviews and management responses that note what has changed are what future bookers read.

Removal work has no upfront fee: you pay only after a specific review is confirmed removed. Build-track work (review flows, profile completeness, the response program) is scoped and quoted in writing during your free consultation, before you commit to anything.

Yes. AI Overviews, ChatGPT, and Perplexity increasingly summarize a property's review profile when travelers ask for recommendations, often before they open TripAdvisor or an OTA. We work on the source reviews and pages those answers draw from, so they have better material to cite about your hotel.

Properly documented policy cases are often resolved within about 30 days, and coordinated waves can take longer. You get a specific timeline for your situation during the free consultation.

Start with what can be documented. If the claim is about a different property, the writer never stayed, or it states a specific fact your records disprove, such as clean pest-control inspection reports, that supports a report under the platform's rules, and removal is billed only after it is confirmed. For a real guest's account, the right tool is a calm management response that says what was inspected and done, without sharing the guest's personal details. For articles and report sites that rank for your property name, we request corrections where they are wrong and build accurate, current results beside what stays.

A lot, because in hospitality your rating directly drives both bookings and rate. Guests check ratings before they book, often before they look at the brand name, and a lower average tends to cost both bookings and rate. In practical terms, a fake or unfair review that pulls your score down can cost you occupancy and the ability to hold your ADR, so it shows up in RevPAR, not just your review page.

They matter a great deal. TripAdvisor has said its Popularity Ranking is based on the quality, recency, and quantity of a property's reviews, and OTA sort orders also take guest review scores into account. A healthy, recent review profile helps your sort position. Removing fake reviews that unfairly drag your average down, and keeping a steady flow of genuine ones, is how we help you climb the lists travelers actually book from.

The hospitality industry often benchmarks reputation with an aggregate 'Global Review Index' (GRI), a 0–100 score popularized by Shiji/ReviewPro that blends ratings across many review sites and OTAs, recency-weighted. What matters for you: a higher, current, credible aggregate score correlates with better OTA visibility, and removing fake or defamatory reviews is one lever that directly supports it.

Yes, a steady flow of authentic guest reviews is the essential complement to removal: it rebuilds your score and dilutes the impact of any single bad review. The right way is a post-stay ask (email or in-app survey) to every guest. We set these flows up as part of the build track, alongside removing what's illegitimate.

Indirectly, because the OTAs work differently from Google. Booking.com and Expedia invite verified guests to review through their own post-stay systems, so you can't run an outside request flow the way you can on Google or TripAdvisor. The levers you do control are the stay itself, a complete listing with current photos, consistent management responses, and a direct guest-feedback loop that catches problems before checkout, so the review the platform solicits is a better one. Where direct requests are permitted (Google and TripAdvisor), we set those flows up as part of the build track.

Yes. Travelers read how management answers criticism before they book, and a prompt, professional response can reassure future bookers even under a critical review. Responses are an industry expectation on TripAdvisor and the OTAs, several of which factor response activity into how properties are surfaced, and a wall of unanswered complaints reads as neglect. We run the response program on the build track so praise gets acknowledged and criticism gets a calm, specific answer.

Respond promptly, professionally, and personally: acknowledge the specific concern, avoid defensiveness, and invite the guest to continue offline. Travelers read how management responds, and a thoughtful public response can reassure future bookers even on a critical review. Where a review is fake, extortionate, or policy-violating, though, responding isn't the fix, removal is, and we handle that.

Yes, and we do it as part of the free consultation. We compare your scores, review volume, and recency against the competing properties a traveler sees right next to you on TripAdvisor and the OTAs, because your rating is judged in context, not in isolation. That benchmark also tells us where to focus: which fake reviews are actually costing you the comparison, and which profiles need build work first to close the gap with the property one row above you.

Yes. We aggregate your reviews across every platform and read the recurring themes in what guests write, the front-desk waits, the housekeeping misses, the noise, the breakfast, so the real operational problems get fixed at the source instead of just answered one review at a time. Software tools surface those themes on a dashboard and leave the work to you; we bring them to you with the removal and build plan attached.

Yes, when a review breaks the platform's rules. Both invite verified guests to review through their own systems, so the strongest grounds are content such as abusive language, private information about staff or other guests, or a factual claim about the property that can be shown to be false. We read each platform's current policy before filing and tell you in the free assessment which of your reviews are strong candidates.

This page covers the full picture: removing what breaks platform rules and building your presence. Our hotel review management page is the monitoring and response side, focused on keeping every platform watched and every review answered. Many properties use both, and we can scope them together in one plan.

It depends on who holds access to each listing. Brand-managed profiles may be controlled by the franchisor, while the owner or management company often holds the Google, TripAdvisor, and OTA accounts. We confirm who has access at intake and work within your brand's standards, because a response that conflicts with the brand's guidelines can create a second problem.

We assess both. Airbnb has its own review rules and a dedicated page here. For Vrbo and other short-term rental platforms we read the current policy for your listing first and tell you what applies. Reviews there are tied to a booking, so the grounds differ from the hotel review sites.

We review your TripAdvisor, Google, Booking.com, Expedia, and Yelp profiles, then walk you through which reviews are strong removal candidates and where your presence has gaps. You get a plan with scope agreed in writing. Removal is billed only after a specific review is confirmed removed, and nothing starts until you say yes.

That is a different problem from a bad review, and it has its own process. See our Google Business Profile suspension page for how we help. If the suspension is tied to review activity, we look at the review side in the same assessment.

Both. Independents feel each review most acutely because they have fewer of them, and groups face the same issues at scale. For a group we map every property's profiles on every platform, roll the numbers up so leadership sees the whole portfolio while each property sees its own, and prioritize the work by booking impact instead of treating every location the same. Removal cases, review flow, and the response program run per property, coordinated centrally.