Reputation Hub
Fix guest problems earlier. Build a stronger reputation naturally.
Guest feedback should not begin after checkout. Reputation Hub gives hotels and villas branded feedback touchpoints throughout the stay, while keeping Google, Tripadvisor and private feedback easy for every guest to access.
Guest feedback page
Ocean House Bali · Pool touchpoint
How was your experience?
All destinations remain available to every guest. No review gating.
QR touchpoints
Demo data- Guest room
- Reception
- Restaurant
- Breakfast area
- Pool
- Spa
- Bar
- Gym
- Villa
- Beach club
- Checkout desk
- Post-stay message
/feedback/ocean-house-bali?touchpoint=pool
Service recovery
Guest feedback → alert → response → better stay → review.
Reputation Hub is a workflow, not a scoreboard. Feedback creates an issue, the issue reaches your team, the team resolves it, and management learns from what keeps coming back.
- 01
Guest feedback
Collected during the stay from a QR touchpoint or message.
- 02
Management alert
Low ratings and negative feedback create an issue with context.
- 03
Team responds
Staff act while the guest is still at the property.
- 04
Management learns
Recurring topics and weak touchpoints become visible.
The best time to discover a problem is before the guest checks out.
What is included
Everything needed to run feedback across a property.
Branded feedback pages
Property logo, welcome message, colours and languages, on a fast mobile page.
QR touchpoints
Separate codes per location with scan, submission and review-click counts.
Public review destinations
Google and Tripadvisor links always available, never conditional on the rating.
Private feedback
Rating, category, message and optional contact details with a contact-me choice.
Management alerts
Threshold-based issues in the dashboard, with an email-ready notification structure.
Analytics
Trend, sentiment split, top categories and performance by touchpoint.
Setup
We configure it with you.
Touchpoints, printed materials, review destinations, categories and alert thresholds are set up as part of implementation, then maintained with your team.
Frequently asked questions
- Does Reputation Hub filter negative guests away from Google or Tripadvisor?
- No. Review gating is not supported and never will be. Google Reviews, Tripadvisor and private feedback are shown to every guest, regardless of the rating they give. Private feedback exists so your team can fix problems during the stay, not so public reviews can be hidden.
- How do guests reach the feedback page?
- Through QR codes, NFC cards, table cards, room cards, short URLs, pre-arrival or post-stay messages. Each touchpoint carries its own identifier, so you can see where feedback comes from.
- What happens when a guest reports a problem?
- The submission appears in the dashboard as a service-recovery issue with the touchpoint, category and rating attached, and the configured property contact can be notified so the team can respond while the guest is still on property.
- Can we run several properties?
- Yes. Properties keep their own branding, review destinations, touchpoints and feedback, with group-level reporting across them.
See what your guests would tell you before they check out.
We will look at your current feedback and review setup and show where touchpoints fit.