12 Best Hotel Reputation Management Software
Using my experience in the hospitality industry coupled with rigorous research, I've handpicked the 12 best hotel reputation management software tools to help resolve your hospitality challenges with ease.
- Innsoft Inc - Best for easy review management across multiple platforms
- RateGain - Best for comprehensive sentiment analysis and competitor benchmarking
- INNsight - Best for integrated marketing and reputation management
- Canary - Best for data-driven reputation insights
- Podium - Best for real-time customer interaction
- STAAH Review Minder - Best for automated review responses
- Reviewtrackers - Best for tracking online reviews and brand sentiment
- Reviewinc - Best for multilingual review management
- Grab Your Reviews - Best for maintaining online reputation across 100+ sites
- AgoraPulse - Best for social media monitoring and response
- LocalClarity - Best for local search and map visibility
- Birdeye - Best for complete review management with survey capabilities
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.
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.
Overviews of the 12 Best Hotel Reputation Management Software
1. Innsoft Inc - Best for easy review management across multiple platforms
Innsoft Inc is a powerful reputation management software that enables hoteliers to monitor, manage, and respond to online reviews across various platforms with ease. This tool aggregates reviews from multiple channels into one place, allowing a swift response and effective management of your hotel's reputation.
Why I Picked Innsoft Inc:
I chose Innsoft Inc because of its unique approach to review management. While several tools in the market offer similar functionalities, Innsoft's interface stood out for its simplicity and effectiveness. Its unique selling proposition lies in its ease of managing positive reviews across multiple platforms, making it an ideal choice for hoteliers who aim to have a holistic overview of their online reputation without the hassle of switching between different sites.
What do you get for free?
Innsoft Inc does not offer a free tier, but they provide a free demonstration of their product to give prospective users a glimpse of its functionalities and interface.
Standout features & integrations:
Innsoft Inc offers features like sentiment analysis and robust analytics, helping users to identify trends and improve their services based on guest reviews. Its integration with a wide range of online platforms ensures that no review goes unnoticed, enhancing your brand's online presence and reputation.
Pricing:
Pricing starts from $50/user/month (billed annually).
Pros:
- Centralized review management from multiple platforms
- Robust sentiment analysis and analytics
- Wide range of platform integrations
Cons:
- No free tier available
- Pricing may be steep for small businesses
- Lack of a mobile application for on-the-go management
2. RateGain - Best for comprehensive sentiment analysis and competitor benchmarking
RateGain is a specialized reputation management software that empowers hoteliers with sophisticated sentiment analysis and robust competitor benchmarking. By utilizing these advanced features, users can understand customer sentiments in depth and compare their reputation performance with industry competitors.
Why I Picked RateGain:
RateGain grabbed my attention for its sophisticated sentiment analysis capabilities and the ability to compare performance with competitors. Its standout features go beyond the traditional review management tools, providing users with deep insights into guest sentiments, which could greatly influence future strategy.
I also valued the competitor benchmarking aspect that RateGain provides, enabling users to assess where they stand in their competitive landscape, making it the best choice for hoteliers keen on strategic positioning.
What do you get for free?
RateGain does not offer a free tier, but potential users can request a free demo to experience its capabilities first-hand.
Standout features & integrations:
RateGain offers a suite of features, including deep sentiment analysis, competitor benchmarking, and trend forecasting. Additionally, it integrates seamlessly with various Property Management Systems (PMS), enhancing its usability for hotels of different scales.
Pricing:
Pricing information for RateGain is available upon request.
Pros:
- Advanced sentiment analysis features
- Competitor benchmarking tools
- Wide range of integrations with PMS
Cons:
- No free tier or trial available
- Pricing information is not readily available
- The interface might be complex for beginners
3. INNsight - Best for integrated marketing and reputation management
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.
Pricing:
Pricing starts from $30/user/month (billed annually).
Pros:
- Dual functionality for reputation management and marketing
- Wide range of platform integrations
- Advanced analytics for performance tracking
Cons:
- No free tier or trial available
- The dual functionality might seem overwhelming for beginners
- Pricing could be on the higher side for small businesses
4. Canary - Best for data-driven reputation insights
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.
Pricing:
Pricing starts from $25/user/month (billed annually).
Pros:
- Emphasis on data-driven insights
- Comprehensive analytics dashboard
- Seamless integration with booking platforms
Cons:
- No free tier available
- Might be less intuitive for users not familiar with data analysis
- Pricing might be a bit steep for small hotels
5. Podium - Best for real-time customer interaction
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.
Pricing:
Pricing starts from $45/user/month (billed annually).
Pros:
- Real-time customer interaction
- Instant messaging for fast communication
- Seamless integration with major hotel management systems
Cons:
- No free tier available
- Can be too feature-rich for smaller hotels
- Pricing might be high for some users
6. STAAH Review Minder - Best for automated review responses
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.
Pricing:
Pricing begins from $20/user/month.
Pros:
- Efficient automated response feature
- Robust integrations with various review platforms
- Simplified review monitoring
Cons:
- No free plan available
- The automation feature might not suit businesses seeking a personalized touch
- Learning curve for less tech-savvy users
7. ReviewTrackers - Best for tracking online reviews and brand sentiment
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.
Pricing:
Pricing for ReviewTrackers starts from $49/user/month.
Pros:
- Comprehensive review monitoring capabilities
- Advanced data analysis for insightful understanding
- Effective integrations with CRM and help desk tools
Cons:
- Does not offer a free plan
- Pricing might be steep for small businesses
- Might be overwhelming for users seeking simple solutions
8. ReviewInc - Best for multilingual review management
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.
Pricing:
Pricing for ReviewInc starts from $89/user/month.
Pros:
- Excellent multilingual support
- Centralized review management
- Useful integration with CRM and social media platforms
Cons:
- No free plan offered
- Pricing may be high for smaller businesses
- Might have a steep learning curve for new users
9. Grab Your Reviews - Best for maintaining online reputation across 100+ sites
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.
Pricing:
Pricing for Grab Your Reviews starts from $29/user/month (billed annually).
Pros:
- Wide coverage of review sites
- Includes review analytics
- Offers a free trial
Cons:
- No disclosed CRM or other software integrations
- No permanently free plan
- Pricing information requires more clarity
10. AgoraPulse - Best for social media monitoring and response
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.
Pricing:
The pricing for AgoraPulse starts from $79/user/month (billed annually).
Pros:
- Integrates with multiple social media platforms
- Features a unified inbox for all social interactions
- Offers a comprehensive free trial
Cons:
- High starting price
- No permanently free tier
- Limited integrations outside of social media platforms
11. LocalClarity - Best for local search and map visibility
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.
Pricing:
LocalClarity pricing starts from $20/user/month.
Pros:
- Tailored for local search and map visibility
- Integration with numerous directories and map services
- Offers a free trial
Cons:
- No permanently free tier
- Less versatile compared to full-suite review management platforms
- Requires a separate tool for managing reviews on social media platforms
12. Birdeye - Best for complete review management with survey capabilities
Birdeye is an all-encompassing review management tool that integrates with several customer feedback platforms and includes robust survey capabilities. Its ability to aggregate and analyze reviews from multiple sources, coupled with its intuitive survey creation and distribution functions, makes it best suited for businesses that need to manage reviews while gauging guest check-in experience through surveys.
Why I Picked Birdeye:
In my selection process, Birdeye emerged as the go-to tool for comprehensive review management, alongside the added benefit of powerful guest survey capabilities. This unique combination empowers businesses to engage with their customers while managing their online reputation actively. Given these factors, I have determined that Birdeye is the best choice for businesses seeking review management and survey functionalities.
What do you get for free?
Birdeye does not have a free plan or tier. However, they offer a demo version for users to understand the capabilities of their platform before committing to a paid plan.
Standout features & integrations:
Birdeye's key features include review monitoring, response management, and comprehensive analytics. Furthermore, it offers a robust survey system that allows for creating, distributing, and analyzing customer feedback surveys. In terms of integrations, Birdeye is compatible with multiple review platforms and CRM systems.
Pricing:
Pricing for Birdeye starts from $59/user/month.
Pros:
- Comprehensive review management capabilities
- Robust survey creation and distribution system
- Integrates with multiple review platforms and CRM systems
Cons:
- No free plan or tier
- Higher starting price compared to other tools
- Certain advanced features only available in higher-priced tiers
Other Hotel Reputation Management Software
Below is a list of additional hotel reputation management software I shortlisted but did not make it to the top 12.
- TrustYou - Good for analyzing and improving guest feedback
- DJUBO - Good for centralized hotel management with built-in review handling
- Critique by eZee Reservation - Good for hotels seeking tailored feedback via surveys
- SOCi - Good for multi-location brand reputation management
- Cloutly - Good for automated response suggestions to customer reviews
- Broadly - Good for SMEs seeking seamless online review generation and management
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.
Summary
In conclusion, choosing the right hotel reputation management software involves carefully considering several factors, such as the tool's core functionality, key features, and usability. Choosing a tool that offers a comprehensive solution to manage and enhance your hotel's online reputation across various platforms is essential.
First, consider core functionality and key features. Ensure the selected tool provides essential features like automated review tracking and response, insightful analytics, and cross-platform coverage. The software should enable you to improve your online presence, maintain a consistent brand image, and enhance guest satisfaction.
Second, ease of use matters. The usability of the tool is critical. The software should offer a user-friendly interface and easy onboarding. It's beneficial if it also provides robust customer support for any queries or issues you may have while using the tool.
Lastly, be mindful of pricing. While the cost is a significant factor, it shouldn't be the only determinant. Look for a tool that provides value for the price. Remember, some tools may offer free versions or trial periods to help you assess the software before committing to a paid plan.
What do you think?
I've tried to cover a comprehensive list of hotel reputation management software options in this article, but the tech landscape is always evolving. If you're using a tool you believe should be included in this list, let me know! I appreciate your feedback and am always eager to learn about new and effective solutions.