19 Best Hotel Reputation Management Software Of 2024
10 Best Hotel Reputation Management Software Shortlist
Here's my pick of the 10 best software from the 19 tools reviewed.
Get free help from our project management software advisors to find your match.
As a hospitality industry veteran, I understand how tricky it can be to manage a hotel's digital reputation. Positive reviews can bolster your brand and attract more guests, while negative ones, if not managed well, can potentially harm your reputation.
With hotel reputation management software, you can swiftly track online reviews, respond promptly, gain valuable insights, and improve your brand's image. It tackles key issues like dispersed online reviews, slow response times, and lack of actionable feedback. Here’s my complete guide to all things hotel reputation management software related.
What Is Hotel Reputation Management Software?
Hotel reputation management software is a specialized tool designed for hoteliers and hospitality professionals to efficiently monitor, manage, and respond to their property's online reputation. This type of software is primarily utilized by hotel owners, managers, and marketing teams to gain insights from customer reviews across various online platforms, such as travel websites, social media, and search engines.
Need expert help selecting the right tool?
With one-on-one help, we guide you to your top software options. Narrow down your software search & make a confident choice.
Using these tools, they can effectively handle negative reviews, accentuate positive feedback, improve their service based on customer sentiment, and ultimately enhance their hotel's overall reputation. It's an indispensable tool in the age of digital communication, where online reviews significantly influence a prospective guest's booking decision.
Best Hotel Reputation Management Software Summary
| Tools | Price | |
|---|---|---|
| SurveySparrow | From $19/month | Website |
| ReviewTrackers | From $59/month (billed annually) | Website |
| Agorapulse | From $79/user/month | Website |
| Podium | From $289/month (billed annually) | Website |
| ReviewInc | Pricing upon request | Website |
| LocalClarity | From $20/user/month | Website |
| STAAH Review Minder | From $20/user/month | Website |
| INNsight | From $30/user/month (billed annually) | Website |
| Canary | No details | Website |
| Grab Your Reviews | From $29/user/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Hotel Reputation Management Software Reviews
SurveySparrow is an experience management platform that enables you to gather and analyze customer feedback through engaging, conversational surveys. Its design focuses on creating a chat-like experience, making surveys more interactive and increasing response rates.
Why I Picked SurveySparrow: I like its centralized review management system that allows you to manage reviews from over 100 platforms in a single location. This ensures that all customer feedback is acknowledged and addressed. The platform also provides AI-driven insights, which help decode customer sentiments and track changes in reputation, making it easier to understand customer perceptions and identify trends across various locations. Additionally, SurveySparrow automates routine tasks, letting users set alerts and custom workflows to manage potential crises efficiently.
What do you get for free?
SurveySparrow offers a 14-day trial for premium features. After the trial, you can access a basic free plan that includes up to 3 surveys with 10 questions each and up to 50 responses per month.
Standout features & integrations:
Other features include multilingual surveys that cater to a diverse guest base, ensuring language isn't a barrier to collecting feedback. The platform also offers offline survey capabilities, allowing you to gather feedback even without an internet connection, which is useful in areas with limited connectivity, and Net Promoter Score (NPS) surveys that allow you to measure guest loyalty. Integrations include Gmail, Google Sheets, Slack, Microsoft Teams, Salesforce, HubSpot, Zendesk, Jira Software Cloud, NetSuite, Pipedrive, QuickBooks Online, and Mailchimp.
Pros and cons
Pros:
- Offers customizable survey templates
- Good AI feedback analysis
- Supports multilingual surveys
Cons:
- Sentiment analytics features only available on higher-tier plans
- Limited configuration options on basic plans
ReviewTrackers is an online reputation management platform that monitors, collects, and analyzes customer feedback from across the web. It is adept at synthesizing data to provide businesses with comprehensive insights into their brand sentiment, making it a top choice for tracking online reviews and understanding consumer sentiment.
Why I Picked ReviewTrackers: I selected ReviewTrackers because of its extensive review monitoring capabilities and comprehensive data analysis. It captures feedback from various online sources and converts it into actionable insights, a quality that stands out amongst other tools in the market. This ability to track online reviews and metrics brand sentiment effectively is why I determined ReviewTrackers as the best tool for this specific use case.
What do you get for free?
ReviewTrackers doesn't offer a free plan. However, they provide a free demo to help businesses understand the software's capabilities.
Standout features & integrations:
ReviewTrackers' standout features include data visualization, sentiment analysis, and notifications for new reviews. Furthermore, the platform integrates with major CRM and help desk solutions like Salesforce and Zendesk, which helps businesses manage customer feedback effectively.
Pros and cons
Pros:
- Effective integrations with CRM and help desk tools
- Advanced data analysis for insightful understanding
- Comprehensive review monitoring capabilities
Cons:
- Might be overwhelming for users seeking simple solutions
- Pricing might be steep for small businesses
- Does not offer a free plan
AgoraPulse is a social media management tool that allows you to monitor, post, and analyze content across multiple social media platforms. It's excellent for businesses wanting to centralize their social media monitoring and response mechanisms.
Why I Picked AgoraPulse: I chose AgoraPulse because of its robust features and compatibility with multiple social media platforms. It stood out in my selection process due to its unified inbox that collects all messages, comments, and mentions in one place, offering a unique social media monitoring and response solution.
What do you get for free?
AgoraPulse provides a 28-day free trial, allowing users to test its features. However, continuous platform use beyond this period requires a paid subscription.
Standout features & integrations:
AgoraPulse provides users with a range of useful features, such as social media scheduling, monitoring, reporting, and team collaboration. It integrates with major social media platforms, including Facebook, Twitter, Instagram, YouTube, and LinkedIn.
Pros and cons
Pros:
- Offers a comprehensive free trial
- Features a unified inbox for all social interactions
- Integrates with multiple social media platforms
Cons:
- Limited integrations outside of social media platforms
- No permanently free tier
- High starting price
Podium is a hotel reputation management software focusing on real-time customer interaction. It allows instant feedback and interaction, allowing hotels to engage their customers in meaningful ways immediately.
Why I Picked Podium: I chose Podium for its dedication to real-time interactions. The platform's ability to provide immediate feedback makes it stand out from other options. The focus on real-time interaction makes Podium ideal for any hotel looking to engage with its customers in meaningful ways right when it matters most.
What do you get for free?
While Podium doesn’t offer a free plan, they extend a free trial to allow potential users to test the software and see if it meets their needs.
Standout features & integrations:
Podium excels with features like instant messaging, review generation, and sentiment analysis. It also integrates with major hotel management systems for streamlined operations.
Pros and cons
Pros:
- Seamless integration with major hotel management systems
- Instant messaging for fast communication
- Real-time customer interaction
Cons:
- Pricing might be high for some users
- Can be too feature-rich for smaller hotels
- No free tier available
ReviewInc is a powerful online reputation management platform that focuses on obtaining, managing, and promoting customer reviews in multiple languages. It is known for its support of over 120 languages, making it exceptionally well-suited for businesses operating in multilingual markets.
Why I Picked ReviewInc: I picked ReviewInc primarily due to its robust multilingual support that differentiates it from other review management tools. It can aggregate reviews from online platforms in over 120 languages, making it a significant asset for businesses in diverse linguistic markets. Therefore, I determined it as the best for multilingual review management.
What do you get for free?
ReviewInc does not have a free tier. However, they offer a free demo that gives potential users a glimpse of what the platform offers.
Standout features & integrations:
Key features of ReviewInc include extensive review management, multilingual support, and competitive benchmarking. Additionally, it integrates well with popular CRM systems, social media platforms, and other customer service software, making it easy to centralize and manage reviews in one place.
Pros and cons
Pros:
- Useful integration with CRM and social media platforms
- Centralized review management
- Excellent multilingual support
Cons:
- Might have a steep learning curve for new users
- Pricing may be high for smaller businesses
- No free plan offered
LocalClarity is a review management platform designed to boost local search and map visibility for businesses. It is an invaluable tool for businesses looking to improve their local search rankings and manage their digital footprint across various directories and map services.
Why I Picked LocalClarity: In comparing multiple platforms, I selected LocalClarity for its specific focus on local search and map visibility. This focus sets it apart from general review management platforms. Its ability to sync data across multiple map services and directories make it the best for businesses that rely heavily on local search visibility.
What do you get for free?
LocalClarity does not offer a permanently free tier. However, it provides a 14-day free trial, allowing users to evaluate the platform and its features.
Standout features & integrations:
LocalClarity provides features like review monitoring and management, local listing management, and analytics. Importantly, it offers integration with a large number of online directories and map services, ensuring that your business information is consistent and up-to-date across the web.
Pros and cons
Pros:
- Offers a free trial
- Integration with numerous directories and map services
- Tailored for local search and map visibility
Cons:
- Requires a separate tool for managing reviews on social media platforms
- Less versatile compared to full-suite review management platforms
- No permanently free tier
STAAH Review Minder is a hotel reputation management solution that offers automated review responses. This powerful tool allows you to quickly and efficiently respond to customer reviews across various platforms, streamlining your management tasks.
Why I Picked STAAH Review Minder: STAAH Review Minder distinguished itself with its automated response feature in my selection process. It lets businesses maintain an active presence on review platforms without requiring continuous manual efforts. This distinctive quality makes it the best choice for organizations looking for an automated solution to manage and respond to their hotel reviews.
What do you get for free?
STAAH Review Minder does not offer a free tier but does provide a free trial so potential users can explore the platform before committing to it.
Standout features & integrations:
STAAH Review Minder's key features include review monitoring, sentiment analysis, and automatic response generation. It integrates well with various online travel agencies and review sites to offer comprehensive review management.
Pros and cons
Pros:
- Simplified review monitoring
- Robust integrations with various review platforms
- Efficient automated response feature
Cons:
- Learning curve for less tech-savvy users
- The automation feature might not suit businesses seeking a personalized touch
- No free plan available
INNsight is a versatile reputation management system that combines review management with integrated marketing solutions. It provides hoteliers with a comprehensive toolkit to manage online reviews and optimize their marketing strategies.
Why I Picked INNsight: INNsight attracted me with its unique fusion of reputation management and integrated marketing tools. Unlike other options, it serves a dual function, facilitating the management of reviews and providing a platform like a hotel website for direct bookings and marketing strategies. Therefore, it's best for hotel businesses seeking a unified platform for reputation and marketing efforts, as integrating these aspects can lead to a more coherent and effective brand presence.
What do you get for free?
INNsight does not provide a free plan. However, they offer a free demo of their product for potential users.
Standout features & integrations:
Key features of INNsight include efficient review management, marketing automation, and advanced analytics. It integrates with several major channel managers or booking engines and Property Management Systems, adding to its convenience and functionality.
Pros and cons
Pros:
- Advanced analytics for performance tracking
- Wide range of platform integrations
- Dual functionality for reputation management and marketing
Cons:
- Pricing could be on the higher side for small businesses
- The dual functionality might seem overwhelming for beginners
- No free tier or trial available
Canary is a robust hotel reputation management software that leans into data analytics. It delivers powerful insights derived from customer reviews, enabling you to improve your hotel's reputation based on factual data.
Why I Picked Canary: Canary struck a chord with me due to its exceptional emphasis on data-driven insights. It doesn't just help manage reviews but also goes a step further by providing meaningful analytics derived from these reviews. That's why I chose Canary, especially for businesses that value factual data in reputation management.
What do you get for free?
While Canary does not offer a free plan, they do provide potential users with a free demo upon request to explore their services.
Standout features & integrations:
Canary shines with features like sentiment analysis, review management, and a comprehensive analytics dashboard. It integrates seamlessly with several popular hotel booking platforms, making review collection a breeze.
Pros and cons
Pros:
- Seamless integration with booking platforms
- Comprehensive analytics dashboard
- Emphasis on data-driven insights
Cons:
- Pricing might be a bit steep for small hotels
- Might be less intuitive for users not familiar with data analysis
- No free tier available
Grab Your Reviews is a comprehensive review management tool that helps businesses collect, manage, and respond to reviews from over 100 online platforms. It is best suited for enterprises that seek to maintain their online reputation across multiple review sites.
Why I Picked Grab Your Reviews: I selected Grab Your Reviews for this list due to its extensive coverage of review sites. In my comparison, few other tools offered the ability to manage online reputation across many platforms.
What do you get for free?
Grab Your Reviews offers a 14-day free trial that allows potential users to explore its features. However, once the trial period ends, software usage requires a subscription.
Standout features & integrations:
Notable features of Grab Your Reviews include review monitoring, response management, and review analytics. While it does not specify its integrations on the website, it boasts compatibility with over 100 review sites, indicating a broad scope of platform integrations.
Pros and cons
Pros:
- Offers a free trial
- Includes review analytics
- Wide coverage of review sites
Cons:
- Pricing information requires more clarity
- No permanently free plan
- No disclosed CRM or other software integrations
Other Hotel Reputation Management Software
- RateGain
For comprehensive sentiment analysis and competitor benchmarking
- Innsoft Inc
For easy review management across multiple platforms
- Birdeye
For complete review management with survey capabilities
- DJUBO
Good for centralized hotel management with built-in review handling
- Cloutly
Good for automated response suggestions to customer reviews
- SOCi
Good for multi-location brand reputation management
- TrustYou
Good for analyzing and improving guest feedback
- Critique by eZee Reservation
Good for hotels seeking tailored feedback via surveys
- Broadly
Good for SMEs seeking seamless online review generation and management
Popular Hotel Software
Here are some other lists of popular hotel software for you to check out.
Selection Criteria For Hotel Reputation Management Software
After extensively testing and researching various hotel reputation management tools, I've zeroed in on a few crucial criteria that should template your decision-making process. Online reputation management (ORM)has become crucial for the hotel industry in this increasingly digital world. While evaluating dozens of tools, my main focus was their ability to enhance and manage online reputation effectively. Let's delve into these criteria in more detail:
Core Functionality
- Monitoring and responding to reviews: The tool should allow you to monitor customer reviews across multiple platforms and respond in a timely manner.
- Sentiment analysis: It should be able to analyze reviews to benchmark customer sentiment towards your hotel.
- Reporting and analytics: The tool should provide comprehensive reports and analytics to help you understand your online reputation and make informed decisions.
Key Features
- Multi-platform support: The tool should be able to pull reviews from various platforms like Google, TripAdvisor, Booking.com, Expedia, etc.
- Automated responses: The feature to automate responses for certain types of reviews can be a timesaver.
- Competitor benchmarking: To keep up with the competition, the tool should let you compare your performance with your competitors.
- Review alerts: Timely notifications about new reviews can help manage your response time effectively.
Usability
- Easy-to-use interface: With a range of users, from management to staff, the interface needs to be intuitive and easy to navigate.
- Seamless onboarding: The tool should offer a simple setup process, preferably with a walkthrough or guide.
- Robust customer support: Having reliable customer support ensures that any hiccups are quickly resolved.
- Role-based access: Depending on the user's role in the organization, the tool should allow access rights to be configured accordingly.
- Learning resources: Especially for larger or more complex tools, having a knowledge base, tutorials, or training programs can be a major advantage.
Most Common Questions Regarding Hotel Reputation Management Software
What Are the Benefits of Using Hotel Reputation Management Software?
Hotel reputation management software can provide numerous advantages. These include:
- Improved Online Presence: These tools help maintain and enhance your hotel’s online presence across various platforms, including social media, OTAs, and review sites.
- Consistent Brand Image: These tools can help maintain a consistent brand image by tracking and managing online reviews and responses.
- Enhanced Guest Satisfaction: These tools facilitate timely and appropriate responses to reviews, significantly boosting guest satisfaction and loyalty.
- Insightful Analytics: Most of these tools provide valuable analytics to understand customer sentiments and identify areas for improvement.
- Time and Resource Management: Automated features of reputation management software can significantly save time and human resources.
How much do hotel reputation management tools typically cost?
The pricing for hotel reputation management tools varies significantly based on features, scale, and specific needs of your hotel. The cost can range from free versions with limited capabilities to premium packages that cost several hundreds of dollars per month.
What are the typical pricing models for these tools?
Pricing models often include monthly or annual subscription plans. Many companies also provide custom quotes for larger hotel chains requiring more extensive services. Some offer a free tier or a free trial period, after which you’d have to subscribe to continue using the tool.
What is the range of pricing for these tools?
Based on the various tools available in the market, you can expect to pay anywhere from $10 per month for basic packages to over $500 per month for more comprehensive plans.
What are some of the cheapest and most expensive software options?
The cheapest options include tools like Broadly and Nobeds, which offer basic services starting from around $10 per month. On the higher end, software like TrustYou and DJUBO can cost several hundred dollars per month, depending on the range of services required.
Are there any free hotel reputation management tools?
Some tools offer a free version, but they’re usually quite limited in features and functionality. These are often meant to give you a taste of the service before committing to a paid plan. A few examples include Nobeds and Cloutly, though it’s important to note that their free plans offer very basic functionality compared to their premium versions.
How can hotel reputation management software improve hotel reputation management?
Hotel reputation software helps with hotel reputation management by tracking guest reviews and ratings in one place. It supports hotel reputation management strategies like quickly responding to feedback, fixing common complaints, and sharing good reviews to attract more guests. By staying on top of reviews and showing you care, the hotel builds a stronger reputation.
Other Hotel Marketing Software
Here are some other useful tools for hotel marketing and CRM.
What Next?
Don't forget to browse around the site for more great hotel management tips, templates, and tools. Plus, join The Hotel GM newsletter for expert tidbits sent right to your inbox!