Products
Reputation Management
Protect and grow your hotel's online reputation — monitor guest reviews across every platform, respond with confidence, and turn feedback into a competitive advantage.
Your reputation is your most valuable asset.
In hospitality, a hotel's online reputation directly influences booking decisions. Studies consistently show that travellers read an average of six to twelve reviews before booking, and a single unanswered negative review can cost you far more than the guest it came from. Miand Hospitality's Reputation Management service ensures your property is always putting its best face forward.
We monitor, analyse, and respond to guest reviews across Booking.com, TripAdvisor, Google, Agoda, and more — helping you maintain a strong review score, identify recurring service issues before they escalate, and demonstrate to future guests that you genuinely care about their experience.
What's included
Everything you need to own your reputation
Review monitoring
Every new review across all major platforms is captured in one dashboard — no more logging into five different sites to stay on top of guest feedback.
Professional review responses
Our team crafts timely, on-brand responses to both positive and negative reviews — acknowledging praise and addressing concerns with care and professionalism.
Review score tracking
Track your overall review scores and individual category ratings over time across all platforms to measure the impact of service improvements.
Sentiment analysis
Identify the themes guests mention most — positively and negatively — so your operations team can focus improvements where they matter most.
Competitor benchmarking
See how your review scores and response rates compare to your compset, and identify where you have an opportunity to pull ahead.
Review generation strategy
We help you implement post-stay communication strategies that encourage satisfied guests to share their experience online, growing your review volume organically.
Our process
How we manage your reputation
01
Platform audit
We audit your current review presence across all relevant platforms, identifying gaps in response coverage and recurring guest concerns.
02
Brand voice setup
We develop a response framework aligned with your brand tone — warm, professional, and consistent across every platform and review type.
03
Active monitoring & response
Our team monitors incoming reviews daily and responds promptly — ensuring no review goes unanswered and every guest feels heard.
04
Monthly reporting
You receive a monthly report covering review volume, score trends, sentiment themes, and recommendations for operational improvements.
Ready to take control of your online reputation?
Talk to our team about a reputation management strategy tailored to your property.
Get in touch