{"id":173547,"date":"2025-03-27T17:22:54","date_gmt":"2025-03-27T16:22:54","guid":{"rendered":"https:\/\/brand24.com\/blog\/?p=173547"},"modified":"2026-04-13T13:07:16","modified_gmt":"2026-04-13T11:07:16","slug":"hotel-reputation-management","status":"publish","type":"post","link":"https:\/\/brand24.com\/blog\/hotel-reputation-management\/","title":{"rendered":"How to Master Hotel Reputation Management in 2026? 7 Steps"},"content":{"rendered":"\n<p><strong>Hilton is the most recognizable hotel brand in the world. But popularity doesn&#8217;t always go hand in hand with reputation. Its direct competitors in the hospitality industry &#8211; Marriott and Hyatt &#8211; enjoy a lower negative sentiment. And that&#8217;s a thing! Let&#8217;s make it clear &#8211; Hilton may be the most well-known, but reputation isn&#8217;t just about name recognition \u2014 it&#8217;s about what people say after their stay. That&#8217;s exactly what hotel reputation management helps uncover and improve.<\/strong><\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\">\n\n<b>Hotel reputation management<\/b> is the art of understanding and shaping what guests say about your brand.<br><br>\n\nIt combines listening \u2014 through monitoring reviews and mentions \u2014 and proactive improvements, such as responding to feedback, providing exceptional guest experiences, and encouraging satisfied guests to speak up.\n<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"whatis\"><strong>What is Hotel Reputation Management?&nbsp;<\/strong><\/h2>\n\n\n\n<p><strong>Hotel reputation management <\/strong>is the process of <strong>monitoring <\/strong>and<strong> improving <\/strong>how people feel about a particular hotel or the whole hotel brand.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Monitoring<\/strong> involves tracking and analyzing guest reviews, social media mentions, and other places where people talk about the hotel, both online and offline.<\/li>\n\n\n\n<li><strong>Improving<\/strong> involves building the hotel&#8217;s reputation by responding to guest reviews, solving problems mentioned by visitors, encouraging them to share positive experiences publicly, and working on a strong hotel&#8217;s online presence.<\/li>\n<\/ul>\n\n\n\n<p>So, while monitoring involves listening carefully to what guests say, improving involves taking action based on that feedback.<\/p>\n\n\n\n<p>Okay, and what&#8217;s the purpose?<\/p>\n\n\n\n<p><strong>A positive online reputation for hotels is important because it:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Impacts booking decisions<\/strong> &#8211; according to a <a href=\"https:\/\/ir.tripadvisor.com\/news-releases\/news-release-details\/online-reviews-remain-trusted-source-information-when-booking\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">Tripadvisor study<\/a>, 81% of travelers always read reviews before booking a hotel;<\/li>\n\n\n\n<li><strong>Builds trust<\/strong> &#8211; the same study claims that 4 out of 5 guests considering two options would reserve a room at the hotel with a higher rating;<\/li>\n\n\n\n<li><strong>Increases the revenue<\/strong> &#8211; <a href=\"https:\/\/business.cornell.edu\/centers\/chr\/research-publications\/hotel-performance-impact-socially-engaging-with-consumers\/\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">Cornell study<\/a> discovered that a one-point increase in review score (i.e., from 3.5 to 4.5) can increase the revenue by 11.2%.<\/li>\n<\/ul>\n\n\n<style>.acf-simple-cta{border-radius:20px;background-color:#fff;max-width:640px;margin:auto;margin-bottom:30px;padding:30px 15px}@media(min-width: 768px){.acf-simple-cta{padding:48px 62px 46px 62px}}.acf-simple-cta__title{font-size:22px !important;font-weight:600;line-height:23px !important;color:#000;text-align:center;margin-top:10px}@media(min-width: 576px){.acf-simple-cta__title{max-width:280px;text-align:left;margin-top:0}}.acf-simple-cta__title span{color:#00ef88}.acf-simple-cta__row{text-align:center}@media(min-width: 768px){.acf-simple-cta__row{display:flex;align-items:center;justify-content:space-between;gap:10px;text-align:left}}.acf-simple-cta__content{margin-bottom:20px;text-align:center}@media(min-width: 576px){.acf-simple-cta__content{display:flex;justify-content:center;align-items:center;gap:10px;width:100%;max-width:100%}}@media(min-width: 768px){.acf-simple-cta__content{align-items:center;justify-content:space-between;margin-bottom:0;max-width:66%}}.acf-simple-cta__btn{flex-shrink:0;border-radius:30px;padding:11px 21px;font-size:14px;line-height:18px;font-weight:500 !important;color:#000 !important;letter-spacing:-0.14px;background-color:#00ef88;border:none;transition:background-color .3s ease,opacity .3s ease;display:inline-block}.acf-simple-cta__btn:hover{background-color:#4bffae;text-decoration:none;opacity:.9}.acf-simple-cta__btn:focus-visible{outline:2px solid #00ef88}.acf-simple-cta--primary{background-color:#00ef88}.acf-simple-cta--primary .acf-simple-cta__title{color:#fff}.acf-simple-cta--primary .acf-simple-cta__title span{color:#000}.acf-simple-cta--primary .acf-simple-cta__btn{background-color:#000;color:#fff !important;transition:background-color .3s ease-in-out}.acf-simple-cta--primary .acf-simple-cta__btn:hover{background-color:#171717}.acf-simple-cta--violet{background-color:#000}.acf-simple-cta--violet .acf-simple-cta__title{color:#fff}.acf-simple-cta--violet .acf-simple-cta__title span{color:#bf00ff}.acf-simple-cta--violet .acf-simple-cta__btn{background-color:#bf00ff;color:#000 !important;transition:background-color .3s ease-in-out}.acf-simple-cta--violet .acf-simple-cta__btn:hover{background-color:#bf00ff}.acf-simple-cta--small{padding:20px 15px}@media(min-width: 768px){.acf-simple-cta--small{padding:33px 45px 31px 56px}}.acf-simple-cta--no-icon .acf-simple-cta__content{max-width:100%;width:auto}.acf-simple-cta--no-icon .acf-simple-cta__title{max-width:100%}@media(min-width: 768px){.acf-simple-cta--no-icon.acf-simple-cta--small .acf-simple-cta__content{max-width:55%}}<\/style>\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Manage your hotel reputation!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=342\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"hotelreputationmanagementstrategy\"><strong>Hotel Reputation Management Strategy<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id01\"><strong>Step 01: Monitor multiple channels<\/strong><\/h3>\n\n\n\n<p><strong>People discuss and give feedback on things elsewhere<\/strong> &#8211; social media platforms, forums like Reddit, review sites such as TripAdvisor, and even their blogs.<\/p>\n\n\n\n<p><strong>Discussing hotels is no exception.<\/strong><\/p>\n\n\n\n<p>No matter where the guest feedback appears, it <strong>always impacts the hotel&#8217;s online reputation<\/strong>.<\/p>\n\n\n\n<p>One popular Reddit discussion can damage it. One viral Instagram reel can boost it significantly.<\/p>\n\n\n\n<p>Therefore, a <strong>multichannel approach is a must if you care about effective reputation management<\/strong>.<\/p>\n\n\n\n<p>By tracking and analyzing what people say about your hotel elsewhere, you&#8217;ll always be up-to-date with guest satisfaction issues, ready to address them promptly, and building your hotel&#8217;s positive reputation.<\/p>\n\n\n\n<p><strong>Okay, but how to monitor multiple channels?<\/strong><\/p>\n\n\n\n<p>The most effective way is to use <strong>specialized tools like Brand24<\/strong>.<\/p>\n\n\n\n<p>Brand24 is a media monitoring &amp; <a href=\"https:\/\/brand24.com\/blog\/best-online-reputation-management-software\/\" target=\"_blank\" rel=\"noopener\" title=\"reputation management software\">reputation management software<\/a> that allows to track and analyze brand mentions published on:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Online review sites<\/strong> like Booking.com, TripAdvisor, etc.<\/li>\n\n\n\n<li><strong>Social media platforms<\/strong>, including Facebook, Instagram, X (Twitter), LinkedIn, TikTok, YouTube, Telegram, Twitch, and Bluesky<\/li>\n\n\n\n<li><strong>Forums<\/strong> like Reddit<\/li>\n\n\n\n<li><strong>Other sources<\/strong> like news sites, blogs, podcasts, video platforms, newsletters, and websites.<\/li>\n<\/ul>\n\n\n\n<p>Moreover, the tool performs an AI-powered sentiment analysis that unveils the real emotions hidden behind each hotel comment or review.<\/p>\n\n\n\n<p>Let&#8217;s explore it a bit.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da30627&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da30627\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"341\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_review-1140x341.jpg\" alt=\"brand24 for hotel reputation management\" class=\"wp-image-173560\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_review-1140x341.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_review-18x5.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_review-300x90.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_review-248x74.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_review.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Example of Booking.com review detected by Brand24<\/figcaption><\/figure>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--primary acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Monitor hotel reviews, social media &#038; more!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=342\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id02\"><strong>Step 02: Track and analyze sentiment<\/strong><\/h3>\n\n\n\n<p>As mentioned above, sentiment analysis is a process of uncovering people&#8217;s attitudes towards your hotel.<\/p>\n\n\n\n<p>It helps you understand whether the overall tone of guest feedback is positive, negative, or neutral.<\/p>\n\n\n\n<p><strong>Why is it important from a hotel reputation management perspective?<\/strong><\/p>\n\n\n\n<p>Because sentiment analysis gives a <strong>bird-eye view of your reputation<\/strong>.<\/p>\n\n\n\n<p>Simply, when your hotel brand receives hundreds or even thousands of mentions a month, manually reading through them is time-consuming and inefficient. <\/p>\n\n\n\n<p>That\u2019s where AI-powered sentiment analysis quickly:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Processes large volumes of data, <\/li>\n\n\n\n<li>Identifies emotion-driven trends, and <\/li>\n\n\n\n<li>Recognizes potential PR crises or areas you should take care of.<\/li>\n<\/ul>\n\n\n\n<p>For example, in just 30 days, Hilton was mentioned nearly 60,000 times. Analyzing each of these mentions would be a never-ending story.<\/p>\n\n\n\n<p>Instead, you can look at the sentiment chart and gain <strong>instant insight into the hotel&#8217;s online reputation trend<\/strong>.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da30be6&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da30be6\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"580\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_sentiment_analysis-1140x580.jpg\" alt=\"brand24 ai sentiment analysis\" class=\"wp-image-173559\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_sentiment_analysis-1140x580.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_sentiment_analysis-18x9.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_sentiment_analysis-300x153.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_sentiment_analysis-248x126.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_sentiment_analysis.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Hilton&#8217;s 30-days sentiment chart <\/figcaption><\/figure>\n\n\n\n<p>Here, you can take a step further and deepen your analysis. For example, you can discover which channels bring you the most positive and negative reviews.<\/p>\n\n\n\n<p>As you can see below, Hilton enjoys a particularly strong <a href=\"https:\/\/brand24.com\/blog\/brand-reputation\/\" target=\"_blank\" rel=\"noopener\" title=\"\">brand reputation<\/a> on Instagram and news sites. The main source of negativity is X (Twitter), with 17% of negative mentions.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da30ebc&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da30ebc\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"875\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_metrics_analytics-1140x875.jpg\" alt=\"brand24 ai metrics analysis\" class=\"wp-image-173558\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_metrics_analytics-1140x875.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_metrics_analytics-16x12.jpg 16w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_metrics_analytics-300x230.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_metrics_analytics-207x159.jpg 207w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_metrics_analytics.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">With AI Metrics Analysis, you can discover which channel is your primary source of negative sentiment<\/figcaption><\/figure>\n\n\n\n<p>If I were Hilton&#8217;s communications pro, I would focus on improving <a href=\"https:\/\/brand24.com\/blog\/pr-performance\/\" target=\"_blank\" rel=\"noopener\" title=\"\">PR performance<\/a> on this channel.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id03\"><strong>03 Find customer pain points<\/strong><\/h3>\n\n\n\n<p>Do you know how to eat an elephant? <strong>One bite at a time<\/strong>.<\/p>\n\n\n\n<p>The same story applies to hotel reputation management.<\/p>\n\n\n\n<p>Sentiment analysis is great for getting a general, big-picture overview.<\/p>\n\n\n\n<p><strong>But big things always consist of small parts<\/strong> &#8211; and those small parts are often what truly make or break a guest\u2019s experience.<\/p>\n\n\n\n<p>That\u2019s why, after spotting a spike in negative sentiment, your next step should be <strong>understanding what exactly is causing it<\/strong>. How?<\/p>\n\n\n\n<p>Let&#8217;s get back to our Hilton example.<\/p>\n\n\n\n<p>You might have noticed a visible spike in negative mentions on March 4th.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da3107f&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da3107f\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/lh7-qw.googleusercontent.com\/docsz\/AD_4nXeEvQbju3JWiuw1HdM-z2DQkydzH_Qza2LSDAMmNunJhDrqOcssuk6rzAoHhxg6BshTXwePfQGpLyiB8djR-01J7KClttClneann38OKt68BfqvdldTm184qfWsEVAmZwVOldl2QA?key=eydMdqahOrY3hUJTG96HRlGf\" alt=\"brand24 ai negative sentiment detected for hotel reputation management\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">What caused that negative sentiment spike? Let&#8217;s see&#8230;<\/figcaption><\/figure>\n\n\n\n<p>I prompted the <a href=\"https:\/\/brand24.com\/brand-assistant\/\" target=\"_blank\" rel=\"noopener\" title=\"AI Brand Assistant\">AI Brand Assistant<\/a> &#8211; a Brand24 chatbot with access to all your internal project data &#8211; about it.<\/p>\n\n\n\n<p>It turned out that the main issue was people&#8217;s negative reviews of Hilton&#8217;s reward program and point devaluation.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da3117f&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da3117f\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/lh7-qw.googleusercontent.com\/docsz\/AD_4nXcpWXuJuCrcuxHmWt3XAoVlWeLesEEy3i5p-AOvK2MtyzZ3uY5isoB90Rdz6UgoBvSv8Ot-ViLags9qZZgQwOW7icGFm8fCHA0WX5qdAmuZwcD0WuXAA3gUChzkQuDGwvLnRvBs?key=eydMdqahOrY3hUJTG96HRlGf\" alt=\"brand24 ai brand assistant\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">AI Brand Assistant responses are awesome!<\/figcaption><\/figure>\n\n\n\n<p>Speaking about negative feedback on hotel loyalty programs, I was curious about the main pain points of another famous hotel brand&#8217;s customers, Marriott.<\/p>\n\n\n\n<p>I entered the <strong>AI Topic Analysis <\/strong>(which groups the brand mentions under one common topic) and discovered that loyalty program discussions are the third most discussed subject when people mention Marriott.<\/p>\n\n\n\n<p>It seems that reward programs cause trouble for big hotel brands&#8217; reputations.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da3127f&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da3127f\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/lh7-qw.googleusercontent.com\/docsz\/AD_4nXegef_wRl7K2AQ61ekw9Xxda_SAqVt7oDUsUNjdmGOjC164mRSWqOB4YJs8cGpX3ZfOLYnR8gy6f_iIIw66o5Rhaiqa0R4tXHj6bAr8dsmN1GsjWGyb2n4y0kwC-chDLPR6w-W1?key=eydMdqahOrY3hUJTG96HRlGf\" alt=\"brand24 ai topics analysis\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">AI Topics Analysis helps in identifying which discussions drive the most interest to your hotel<\/figcaption><\/figure>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Discover your guests&#8217; pain points!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=342\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id04\"><strong>04 Respond to mentions and reviews promptly<\/strong><\/h3>\n\n\n\n<p>Review management is one of the simplest yet powerful ways to take care of hotel reputation. And it has a <strong>tangible business impact!<\/strong><\/p>\n\n\n\n<p>The data proves that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>As much as <a href=\"https:\/\/www.hospitalitynet.org\/news\/4096235.html\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">77% of travelers<\/a> are <strong>more likely to book a hotel<\/strong> after seeing management responding to online reviews;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.hospitalitynet.org\/news\/4103626.html\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">80% of travelers<\/a> believe that negative reviews are true <strong>if hotels do not respond to them<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\">\nFurther reading:\n  <a href=\"https:\/\/brand24.com\/blog\/how-to-respond-to-negative-reviews\/\" target=\"_blank\">\n    How to Respond to Negative Reviews? 8 Golden Rules\n  <\/a>\n<\/p>\n\n\n\n<p>In other words, if you respond to reviews you increase the chance of booking your hotel. And when you respond to negative reviews, you convince potential guests that you care about existing concerns.<\/p>\n\n\n\n<p>Here, the biggest challenge is time because, according to Mara study, <a href=\"https:\/\/www.mara-solutions.com\/post\/hotel-review-statistics\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">only 1 on 3 reviews are responded faster than in 2 minutes<\/a>. <\/p>\n\n\n\n<p>But there&#8217;s a way to do it quickly and accurately. It&#8217;s AI.<\/p>\n\n\n\n<p>Yes, AI tools like ChatGPT, Gemini, or the AI Brand Assistant can handle this task really well.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id05\"><strong>05 Encourage guests to leave feedback and reviews<\/strong><\/h3>\n\n\n\n<p>Silence is golden? <\/p>\n\n\n\n<p>Right, but <strong>not when it comes to hotel reputation<\/strong>.<\/p>\n\n\n\n<p>Even if your guests are really happy with their stay, many won\u2019t leave a review unless they\u2019re asked. And that\u2019s a missed opportunity. Why?<\/p>\n\n\n\n<p>Because <strong>more reviews = more credibility and trust.<\/strong><\/p>\n\n\n\n<p>Here\u2019s the good news: people are actually willing to leave a review if the process is easy and the experience is great. You just need to encourage them gently.<\/p>\n\n\n\n<p><strong>So how do you do that?<\/strong><\/p>\n\n\n\n<p>Here, timing and simplicity are key:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Include a QR code <\/strong>in the room or at the reception desk<\/li>\n\n\n\n<li><strong>Ask during check-out<\/strong> with a polite reminder<\/li>\n\n\n\n<li><strong>Send a short, personalized email<\/strong> inviting them to fill out guest satisfaction surveys and\/or leave a review on platforms like TripAdvisor, Booking.com, or Google.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\">\n\n<b>\u2b50 Pro tip<\/b><br><br>\n\nYou can also use sentiment analysis to spot your happiest guests \u2014 the ones most likely to leave great reviews.<br><br>\n\nIf someone left a kind social media mention or praised your hotel in a direct message, follow up and kindly ask them to share the same feedback on a public platform.\n<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da31684&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da31684\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/lh7-qw.googleusercontent.com\/docsz\/AD_4nXeMyyjkPLuoQsInQAxtX_IkFALj3rsrc0f6rNjYibX1_ATRvkDlQTK5KZDX7xTtyjT-8tKVa_D8477vbcM4cbAlSkX_ZX9IIfVk4AH_yfqTLZFbwpmvl4qbm6WzQjsede3jdnfqDg?key=eydMdqahOrY3hUJTG96HRlGf\" alt=\"brand24 TikTok mention that can be turned into review\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Here&#8217;s an opportunity to get an extra review!<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id06\"><strong>06 Focus on customer experience<\/strong><\/h3>\n\n\n\n<p>Okay, let&#8217;s change the perspective a bit.<\/p>\n\n\n\n<p>Even the smartest <a href=\"https:\/\/brand24.com\/blog\/what-is-media-monitoring-and-analysis\/\" target=\"_blank\" rel=\"noopener\" title=\"media monitoring\">media monitoring<\/a>, the most precise sentiment analysis, or lightning-fast replies <strong>will not be enough<\/strong> if the guest experience simply\u2026 sucks.<\/p>\n\n\n\n<p><strong>That\u2019s the harsh truth<\/strong>.<\/p>\n\n\n\n<p>If you want to be praised online, you need to <strong>deliver quality offline<\/strong>.<\/p>\n\n\n\n<p>And by quality, I don\u2019t mean just marble floors or a fancy rooftop bar.<\/p>\n\n\n\n<p><strong>It\u2019s the small things that matters<\/strong> \u2014 a friendly check-in, clean towels, working Wi-Fi, room service that doesn\u2019t take forever, a breakfast that actually matches the photos on your website.<\/p>\n\n\n\n<p>There are endless ways to enhance guest satisfaction.<\/p>\n\n\n\n<p>For example, Hilton created its <strong>Hilton Honors app<\/strong>. Guests can check in digitally, choose their room in advance, request upgrades, or report issues.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da319e2&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da319e2\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"822\" height=\"1072\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_hilton_honours_app.jpg\" alt=\"hilton honour app\" class=\"wp-image-173550\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_hilton_honours_app.jpg 822w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_hilton_honours_app-9x12.jpg 9w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_hilton_honours_app-300x391.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_hilton_honours_app-122x159.jpg 122w\" sizes=\"auto, (max-width: 822px) 100vw, 822px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Hilton Honors app is an example of how can you improve customer experience smartly<\/figcaption><\/figure>\n\n\n\n<p>But you don\u2019t need to develop your own app to improve the guest journey.<\/p>\n\n\n\n<p>Sometimes, it\u2019s enough to optimize the booking process, reduce waiting times, personalize welcome messages, or offer local recommendations. <\/p>\n\n\n\n<p>Such small, thoughtful actions can turn a regular stay into a memorable one.<\/p>\n\n\n\n<p>And the best way to improve guest satisfaction is by <strong>listening to what they say in reviews and mentions<\/strong>.<\/p>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Try the best hotel reputation management tool!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=342\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id07\"><strong>07 Establish an early warning system<\/strong><\/h3>\n\n\n\n<p><strong>A storytime.<\/strong><\/p>\n\n\n\n<p>In 2014, The Union Street Guest House in Hudson, New York, faced a huge brand crisis. The hotel implemented a policy to fine wedding guests $500 for every negative online review.<\/p>\n\n\n\n<p>This policy led to widespread criticism and a flood of negative reviews. Even from individuals who had never stayed there. It simply gone viral.<\/p>\n\n\n\n<p>Despite removing this rule and issuing a public apology, the damage was irreversible. The hotel closed, leaving behind a damaged reputation and a low Google rating of 1.5 stars.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da31e92&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da31e92\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"745\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_google_maps_review-1140x745.jpg\" alt=\"google reviews\" class=\"wp-image-173553\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_google_maps_review-1140x745.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_google_maps_review-18x12.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_google_maps_review-300x196.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_google_maps_review-243x159.jpg 243w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_google_maps_review.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Better safe than sorry <\/figcaption><\/figure>\n\n\n\n<p><strong>What went wrong here?<\/strong><\/p>\n\n\n\n<p>With no doubt, the policy of fining wedding guests for negative feedback was just awful. But there\u2019s another problem underhe surface: <strong>it seems they didn\u2019t see the crisis coming<\/strong>.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\">\nFurther reading:\n  <a href=\"https:\/\/brand24.com\/blog\/brand-reputation-crisis-management\/\" target=\"_blank\">\n    How to Navigate a Brand Crisis: a Step-by-Step Guide\n  <\/a>\n<\/p>\n\n\n\n<p>Sometimes, one frustrated guest, one overlooked incident, or one unexpected trend can trigger a wave of negative feedback. And in the digital world, the <strong>waves grow fast<\/strong>.<\/p>\n\n\n\n<p>That\u2019s why modern <strong>hotel reputation management isn\u2019t just reactive \u2014 it\u2019s predictive.<\/strong><\/p>\n\n\n\n<p>A well-designed early warning system helps you spot potential PR storms before they hit.<\/p>\n\n\n\n<p>You just need a solid monitoring tool and the right alerts set.<\/p>\n\n\n\n<p>For example, Brand24 offers a set of features that works great as an early warning system:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Events Detector<\/strong><br><strong><br><\/strong>Whenever Brand24 recognizes an <strong>unusual behavior within your project<\/strong> &#8211; such as unusual spike in mentions or an unexpected rise of negative reviews &#8211;<strong> the Event Detector presents a short summary<\/strong> in the dashboard.<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da321ed&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da321ed\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"692\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_ai_events_detector-1140x692.jpg\" alt=\"brand24 ai events detector\" class=\"wp-image-173552\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_ai_events_detector-1140x692.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_ai_events_detector-18x12.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_ai_events_detector-300x182.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_ai_events_detector-248x150.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/03\/hotel_reputation_management_brand24_ai_events_detector.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">The Brand24&#8217;s AI Events Detector<\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Storm Alerts<br><\/strong>Storm Alerts email you immediately when there&#8217;s a significant change in your brand&#8217;s mention volume or social media reach.<br><br><strong>Example<\/strong><em>:<\/em> If your hotel typically receives 10 online mentions daily and suddenly accumulates 30, a Storm Alert will inform you of this 200% increase.<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1d4da32311&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1d4da32311\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/lh7-qw.googleusercontent.com\/docsz\/AD_4nXemIx5HC-6NwTs3sIITFu98sl2gJ3VuIDx48U-lSOcT_z10wU9VFAt3Abw-ivE6iGjw_tB7CaUXiQDi0Jt7aN9Nas34Xx926tSuUilhMhi1536eprFCY9CCJ_TYgUHPh9ISgAxw?key=eydMdqahOrY3hUJTG96HRlGf\" alt=\"brand24 ai storm alerts\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Storm Alert is great for early warnings<\/figcaption><\/figure>\n\n\n\n<p>Read more &amp; <a href=\"https:\/\/brand24.com\/media-alert\/\" target=\"_blank\" rel=\"noopener\" title=\"\">Stay Ahead with Real-Time Media Alerts<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\"><strong>Conclusion<\/strong><\/h2>\n\n\n\n<p>In today&#8217;s digital world, hotel reputation management is more crucial than ever. To do it efficiently, you need to follow a few important steps.<\/p>\n\n\n\n<p>\u200bMonitor different channels. Your guests talk about you anywhere: on review sites, social media, blogs, forums, etc. Don&#8217;t miss any feedback opportunities.<\/p>\n\n\n\n<p>Utilize media monitoring tools like Brand24. They streamline this process by tracking &amp; analyzing online mentions, as well as deep-down <a href=\"https:\/\/brand24.com\/blog\/sentiment-analysis\/\" target=\"_blank\" rel=\"noopener\" title=\"sentiment analysis\">sentiment analysis<\/a>.<\/p>\n\n\n\n<p>Always encourage your guests to share their experiences through reviews. It builds trust and influences potential customers.<\/p>\n\n\n\n<p>Go offline and simply deliver an exceptional service. It&#8217;s the best way to receive positive feedback and attract guests.<\/p>\n\n\n\n<p>Also, do not forget to implement an early warning system. It shields your hotel&#8217;s online reputation by detecting and managing potential issues before they escalate.<\/p>\n\n\n\n<p><strong>Final thoughts:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Hotel reputation management <\/strong>means <strong>monitoring<\/strong> what people say about your hotel brand and <strong>improving<\/strong> your guests experiences thanks to these insights.<\/li>\n\n\n\n<li>Online reputation management matters because it really <strong>impacts how people perceive your hotel<\/strong> <strong>and<\/strong> &#8211; most importantly &#8211; <strong>whether they choose to book a stay<\/strong>.<\/li>\n\n\n\n<li>Top 3 ways to improve hotel reputation? Provide <strong>exceptional customer experience<\/strong>, <strong>listen to brand mentions<\/strong>, and <strong>respond to every review<\/strong> &#8211; especially the negative ones.<\/li>\n\n\n\n<li><strong>A five-star reputation starts with a five-star experience.<\/strong><\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=342\" target=\"_blank\" rel=\"noopener\" title=\"Start Brand24's free trial now\">Start Brand24&#8217;s free trial now<\/a> and monitor your hotel reputation!<br><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How to do a hotel reputation management right? Discover these 7 smart ways to boost trust, win guests, and avoid PR disasters.<\/p>\n","protected":false},"author":83,"featured_media":173577,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[4147],"tags":[],"class_list":["post-173547","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-pr-and-crisis"],"acf":[],"aioseo_notices":[],"cf_author_first_name":"Micha\u0142","cf_author_last_name":"Jo\u0144ca","_links":{"self":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/173547","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/users\/83"}],"replies":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/comments?post=173547"}],"version-history":[{"count":9,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/173547\/revisions"}],"predecessor-version":[{"id":180056,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/173547\/revisions\/180056"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/media\/173577"}],"wp:attachment":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/media?parent=173547"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/categories?post=173547"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/tags?post=173547"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}