Reviews & Reputation Management

Q: Does a person still need to approve responses?

Negative reviews are still routed to a manager for approval before posting, while routine reviews can post automatically.

Q: Will this work with the review platforms our hotel already uses?

It connects to the review and communication tools already in place, so no new platform is required.

Q: What happens to our existing review history and tracker?

Existing records stay in place and new activity is added to the same tracker without disrupting past history.

Q: How are negative reviews handled differently?

Negative reviews trigger a service recovery step and manager review, while routine reviews move straight to posting.

Keep your property's reputation sharp by routing every review to the right response without manual checking.

516 hrs

Manual time identified

Companies have mapped

Map This Automation

About This Automation

Reviews and reputation management means tracking guest feedback across review sites and replying in the hotel's own voice. Doing this manually across separate tools causes slow replies and inconsistent posting.

An automated version detects new reviews, drafts a reply, and routes negative feedback for approval. The result is faster, more consistent responses and a clear record of every guest interaction.

Key features:

Collects new reviews from every connected review platform in real time.

Tags sentiment automatically based on rating and review content.

Drafts a reply that matches the hotel's tone and references guest-specific details.

Routes negative reviews for manager approval before anything posts.

Posts approved responses consistently across every review platform.

Rolls resolution status into a recurring reputation report.

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Delayed responses to guests Slow reply times let negative reviews sit unanswered for days.	80%
2	Inconsistent posting across sites Replies posted on one platform often never make it to others.	67%
3	Approval bottleneck with management Draft replies wait in a queue until the general manager has time to review them.	53%
4	Manual sentiment tagging errors Reviews get miscategorized when read quickly during a busy morning.	40%
5	Fragmented tracking spreadsheet The tracker falls out of date when updates get skipped during busy weeks.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

9.3/ 10

AI Fit Rating™

8.9/ 10

Automation Lift Index™

8.3/ 10

Hidden Overhead™

6.5/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. New Review Detectedtrigger

And push a notification the moment a new review appears on any connected platform.

2. Aggregate & Tag Review

The Review Aggregation logs the review details and sentiment score automatically.

3. Draft Reply

The Response Drafting writes a brand-voice response matched to the review's rating and content.

4. Auto-Post Approved Reply

For 3+ star reviews, the drafted reply is posted directly without waiting on a person.

5. Manager Approves Sensitive Reply

For 1-2 star reviews, a manager reviews and edits the draft inside before it goes live.

6. Sync Reply Across Platforms

Once posted, the approved reply syncs so guests see the same response everywhere they read reviews.

7. Log Ticket & Update Report

The Escalation & Reporting opens a ticket for any service recovery needed and updates the weekly reputation report.

Most popular tool stack used

— the complete tool combinations companies use

Podium

Google Business Profile

Google Sheets

Slack

55% of companies

Podium

Google Business Profile

28% of companies

15% of companies

Disclaimer

What you get when you map this process

Everything you need to understand, plan, and build your automation.

ROI and business case

What this process costs today and what changes once it's automated.

Launch schedule

What gets built, in what order, and what success looks like once it's live.

Process runbook

How the automation runs day to day, including exceptions and human decision points.

Developer handover pack

Full build spec, logic, and configuration — ready to hand off without a briefing call.

Integration and connections guide

Every tool connection, credential, and data mapping the build needs.

Test and QA plan

172 hrsIdentified

4Mapped

View

Frequently asked questions

Everything you need to know before mapping this process.

What does this automation handle for guest reviews?

It monitors connected review platforms, logs new reviews, tags sentiment, and drafts a reply automatically.

Does a person still need to approve responses?

Will this work with the review platforms our hotel already uses?

What happens to our existing review history and tracker?

How are negative reviews handled differently?

View more FAQs

Process pain:9.3/10

Mapped by:12 Companies

Map this to your business to get your exact numbers.

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Page updated 10 August 2026