11 Best Online Hotel Reputation Management Software

In the hospitality industry, your reputation makes or breaks your business. A bad review or an unanswered complaint can turn potential guests away, impacting bookings, trust, and revenue. 

That’s why hotels — whether cozy bed and breakfasts or major chains — need reputation management software to track reviews, connect with guests, and maintain a strong online presence.

In this guide, we’ll walk you through the best hotel reputation management tools that monitor guest feedback and improve customer relationships. Whether you need AI-driven insights, an easy way to collect reviews or tools to manage your social media, these solutions help your hotel shine and make it easier to find online.

1. Thryv

Thryv is an excellent choice for hotel reputation management because it makes tracking and responding to reviews easy — all from one simple dashboard. It automatically sends review requests to happy guests, helping hotels build stronger online reputations. 

Plus, its AI-powered insights analyze feedback, spot trends, and highlight areas for improvement. With built-in social media management, hotels stay engaged with customers and maintain a positive online presence. Thryv takes the hassle out of reputation management, saving time while boosting guest satisfaction and online ratings.

Key Features:

• Automated Review Management: Collect, monitor, and respond to guest reviews from multiple platforms in one place.
• AI-Powered Insights: Analyze guest sentiment to identify trends and areas for improvement.
• Social Media & Reputation Monitoring: Manage social media interactions and track hotel mentions to maintain a strong online presence.

Pros:

• All-in-One Dashboard: Manage reviews, social media, and customer interactions from a single platform.
• Automated Review Requests: Encourage positive reviews by automatically requesting guest feedback.
• AI-Driven Insights: Understand guest sentiment and identify trends to improve hotel services.

Cons:

• Made for Small Businesses: Larger companies may experience limitations.

Pricing: Free for Command Center; Starts at $244/month for Business or Marketing Center

2. Reputation.com

Another excellent reputation management tool is Reputation.com. It helps hotels stay on top of guest feedback by managing reviews, social media interactions, and customer insights all in one place. 

AI-powered analysis, automated review responses, and competitive benchmarking help hotels boost their brand image and attract more bookings. Plus, it seamlessly integrates with major review sites like Google, TripAdvisor, and Yelp, making monitoring and improving your online presence easy.

Key Features:

• Review Monitoring & Management: Track and respond to reviews across multiple platforms in real time.
• AI-Powered Sentiment Analysis: Gain actionable insights from guest feedback to identify strengths and areas for improvement.
• Competitive Benchmarking: Compare your hotel’s reputation with competitors to stay ahead.

Pros:

• Comprehensive Analytics: Provides detailed reports and insights to help hotels make informed decisions.
• Automated Review Responses: Streamlines responding to guest feedback, saving time.
• Multi-Platform Integration: Integrates with major review sites and social media channels for consistent brand management.

Cons:

• Complex Setup: Initial setup and configuration can be time-consuming and may require support.
• Limited Customization: Some users may find it lacks flexibility regarding custom reports and features.

Pricing: Contact for pricing

3. Innspire

Innspire is a great hotel reputation management software because it offers a simple, user-friendly platform that helps hotels track and manage reviews across multiple sites. It allows for easy review collection and monitoring, making staying on top of guest feedback easy.

Innspire also offers features like automated review requests and the ability to respond directly to guest reviews, helping hotels maintain a positive online presence. Additionally, the platform provides detailed reporting and analytics so hotel managers can better understand guest sentiment and improve customer satisfaction. Overall, Innspire is a great tool for hotels looking to boost their reputation without a complicated setup or steep learning curve.

Key Features:

• Automated Review Collection: Automatically sends review requests to guests, encouraging feedback and improving ratings.
• Centralized Review Monitoring: Tracks reviews from multiple platforms (Google, TripAdvisor, etc.) in one dashboard.
• Sentiment Analysis & Reporting: Provides insights into guest feedback and offers detailed reports for continuous improvement.

Pros:

• User-Friendly Design: Easy to set up and navigate, making it accessible for all hotel staff.
• Fast Response Capabilities: Quickly respond to guest reviews and improve customer relations.

Cons:

• Limited Advanced Features: This software may lack some advanced features found in larger, more expensive platforms.
• Basic Analytics: The analytics are less detailed than some competitors, limiting deeper insights.

Pricing: Contact for pricing

4. MARA

MARA stands out on this list thanks to its smart AI, which tailors automated responses to match your hotel’s unique brand voice. This ensures guest interactions feel personal and authentic, even though you’re not personally writing each message. 

The platform makes tracking and managing reviews easy, offering quick insights and automated surveys to encourage 5-star ratings. With a user-friendly dashboard, franchise owners can effortlessly monitor performance across multiple properties, improving their online reputation without spending hours on manual tasks.

Key Features:

• AI-Powered Review Response: Automatically generates personalized responses that match the hotel’s brand voice.
• Centralized Review Monitoring: Tracks reviews from multiple platforms in one dashboard.
• Real-Time Analytics & Insights: Provides instant insights into guest feedback to help improve hotel reputation.

Pros:

• User-Friendly: MARA is easy to use with minimal setup. You can get started in minutes.
• Time-Saving: This software automates review management and guest interaction, saving customers and staff time.
• Customizable: You can customize the AI responses for different hotel brands. This keeps communication consistent throughout the customer’s journey. 

Cons:

• Limited Integrations: MARA offers fewer integrations with third-party platforms.
• Pay Per Location: MARA charges based on the number of locations that you manage.

Pricing: Contact for pricing

5. Revinate

​Revinate Guest Feedback is a well-known hotel reputation management software that helps hotels enhance their online presence and improve guest satisfaction. It has tools to manage your digital reputation and features that optimize your marketing and sales campaigns.

For example, one standout feature is the drag-and-drop email marketing tool. It’s AI-powered, so you can create images and content in minutes and then drag and drop them into your email. This tool is great for business owners with limited marketing resources who need a one-stop shop for marketing, sales, and customer service software.

Key Features:

• Guest Experience Surveys: Collect and analyze guest feedback through customizable surveys.​
• Consolidated Reputation Management: Manage guest feedback and online reviews from multiple sources.​
• Advanced Reporting: Access detailed reports and analytics and make data-driven decisions.

Pros:

• Enhanced Online Presence: By effectively managing guest feedback and reviews, hotels can improve online rankings and increase bookings.​
• All-in-One Data Hub: Data from surveys seamlessly integrates into Revinate’s data platform, enriching guest profiles and enabling personalized marketing campaigns.
• User-Friendly Design: The platform is designed for ease of use, allowing hotel staff to navigate and utilize its features efficiently.

Cons:

• Onboarding: Setting up and customizing the platform to meet specific hotel needs may take time.​
• Learning Curve: While user-friendly, some users may need time to explore and fully utilize all features and analytics.

Pricing: Contact for pricing

6. Customer Alliance

Customer Alliance is a trusted hotel reputation management tool that collects, analyzes, and manages guest feedback in one place. Instead of juggling reviews from Google, TripAdvisor, and Booking.com separately, hotel owners can track everything from a single dashboard. 

The platform automates guest surveys, provides real-time insights into customer sentiment, and offers performance analytics that spot trends and suggest meaningful improvements. With Customer Alliance, hotels stay on top of their online reputation and create better guest experiences.

Key Features:

• Comprehensive Review Management: This feature collects and centralizes guest reviews from multiple channels, including email, text, and in-app surveys.
• Performance Analytics: Tracks key customer service metrics such as customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and customer effort scores (CES).
• Review Distribution: Facilitates sharing reviews on third-party sites like TripAdvisor and Google.

Pros:

• Enhanced Online Visibility: By distributing reviews across multiple platforms, hotels improve their online reputation and generate more bookings.​
• Actionable Insights: The platform’s analytics help hotels identify common guest concerns and implement targeted improvements.​
• International Reach: With services in multiple languages and countries, Customer Alliance is ideal for hotels in various locations.

Cons:

• Integration Limitations: Depending on the hotel’s existing systems, integration with other software may require additional effort.
• Lacking Marketing Tools: While Customer Alliance provides plenty of reputation management tools, this software lacks basic marketing features. 

Pricing: Contact for pricing

7. TrustYou

TrustYou is an ideal tool for business owners who want to build a strong online reputation. What makes this software unique is its use of AI. All of its features and tools have an AI component that streamlines your operations. 

For example, with AI-powered insights, hotel managers can see what guests love about their stay and where they can improve. Plus, automated surveys and review management encourage positive feedback and create a better customer experience — all without the extra work of emailing and following up with guests.

Key Features:

• Comprehensive Feedback Collection: Gathers guest reviews and feedback from various online platforms.​
• Advanced Sentiment Analysis: Utilizes AI-driven tools to analyze guest sentiments, allowing hotels to identify strengths and areas needing improvement.​
• Automated Survey Distribution: Sends personalized post-stay surveys to guests, encouraging them to share their experiences with others.​

Pros:

• Enhanced Online Visibility: By consolidating and promoting positive reviews, TrustYou helps improve a hotel’s online reputation, leading to increased bookings.​
• Actionable Insights: The platform’s analytics provide valuable insights into guest experiences, enabling hotels to make data-driven decisions.​
• Integration Capabilities: TrustYou integrates seamlessly with various property management systems and booking platforms, streamlining operations.

Cons:

• Integration Limitations: Depending on the hotel’s existing systems, integration with other software may require additional effort.
• Basic Analytics: The analytics are less detailed than some competitors, limiting deeper insights.

Pricing: $75/month for Lite plan; $130/month for Essential plan; $180/month for Professional plan

8. Canary Technologies

Another great option is Canary Technologies’ Hotel Reputation Management Software. It helps hotels boost their online ratings, attract more bookings, and keep guests happy by making feedback collection and management easier. 

With Canary, hotels automatically ask satisfied guests to leave reviews on sites like Google and TripAdvisor, increasing positive ratings without extra effort. Plus, it gathers real-time feedback during a guest’s stay, so hotels can fix issues before they turn into bad reviews. 

What makes Canary stand out is its simplicity of use. It integrates seamlessly with existing hotel systems, requires no extra hardware or app downloads, and can be set up in less than 30 minutes.

Key Features:

• Real-Time Feedback Collection: This feature allows hotels to gather in-the-moment feedback during a guest’s stay, enabling immediate service recovery if necessary.​
• Automated Review Requests: Encourages guests to leave positive reviews by automatically prompting post-stay surveys.
• Seamless Integration: The software can be deployed independently or integrated within Canary’s Guest Experience Platform.

Pros:

• Improved Guest Satisfaction: Real-time feedback collection enables hotels to address issues promptly, enhancing their overall experience.
• Enhanced Online Presence: Automating the generation of positive reviews improves hotels’ online ratings, leading to increased bookings.​
• Quick Implementation: The straightforward setup process allows hotels to start benefiting from the software almost immediately.​

Cons:

• Dependence on Guest Participation: The effectiveness of automated review requests relies on guests’ willingness to engage with the prompts.​

Pricing: Contact for pricing

9. INNsight

INNsight’s Reputation Management System is a great tool for hotels looking to book online reservations. It simplifies managing reviews by organizing feedback into a dashboard. You won’t have to switch between apps to keep track of reviews— everything you need is in one collaborative place.

The system also sends real-time notifications whenever a new review is posted so hotels can respond quickly. This helps you address issues immediately and shows guests that their feedback matters. Plus, INNsight has a feature that lets hotels spot negative reviews before they’re published, allowing them to resolve the problem directly with guests and avoid bad reviews.

Key Features:

• Proactive Feedback Management: Identifies negative reviews and provides features to prevent them.
• Real-Time Notifications: Sends immediate alerts for new reviews, enabling timely responses and issue resolution.​
• Review Consolidation: Collects reviews from multiple sources, providing a comprehensive view of guest feedback.​

Pros:

• Improved Guest Relations: Real-time alerts enable quick responses to guest feedback, fostering better guest relations.​
• Increased Review Volume: The system’s features encourage more guests to leave reviews, enriching the hotel’s feedback pool.
• Enhanced Online Visibility: The system helps improve a hotel’s online reputation and visibility by effectively managing reviews.

Cons:

• Learning Curve: New users may need time to familiarize themselves with the platform’s features.​
• Integration Requirements: Some hotels may require additional support during the integration process with existing systems.​

Pricing: Contact for pricing

10. GuestTouch

GuestTouch is another great hotel reputation management software that helps hotels easily collect, manage, and respond to reviews without manually switching between apps. This makes it much simpler for hotels to stay on top of feedback and manage their online reputations, especially when they’re juggling a busy workday. 

GuestTouch offers automated tools for responding to reviews so hotels can quickly and personally engage guests. Plus, with messaging features, hotels can connect with guests before, during, and after their stay, making each interaction more personal and memorable at your business.

Key Features:

• Guest Messaging: Engage with guests through targeted messaging at every stage of their journey.
• ReviewResponseAI: Utilizes advanced AI to generate thoughtful responses to reviews and surveys.
• Seamless Review Collection: GuestTouch simplifies guest feedback by integrating with various review platforms.​

Pros:

• Improved Guest Engagement: The messaging and response features foster better customer communication, increasing satisfaction and loyalty.​
• Enhanced Online Visibility: GuestTouch effectively manages reviews and responses, improving your online presence and attracting more customers and guests.​
• Time Efficiency: Automated tools reduce the time and effort required to manage reviews and feedback.

Cons:

• Feature Accessibility: Some features, like guest messaging and email, are sold separately from the reputation management suite. 
• Integration Complexity: Integrating GuestTouch may require additional support or customization depending on existing systems.​

Pricing: $60/month for Guest Journey Emails; $95/month for Guest Messaging Platform; $99/month for Reputation Platform with Managed Response; $90/month for Reputation Platform

11. ReviewPro

ReviewPro is a well-known hotel reputation management software that helps hotels collect and manage customer feedback. It has a guest experience platform, case management tools, and a competitor analysis feature that monitors trends and reviews from businesses in your industry. This feature is handy for conducting competitor research and seeing what customers think about brands near yours. 

Key Features:

• Guest Satisfaction Surveys: Collects direct feedback from guests to identify strengths and areas for improvement.​
• Competitive Benchmarking: Compares performance metrics against competitors to identify growth opportunities.
• Online Review Monitoring: Collects reviews from multiple sources, providing a comprehensive view of online reputation.​

Pros:

• Comprehensive Feedback Collection: Gathers insights from direct surveys and online reviews, offering a well-rounded understanding of guest experiences.​
• Competitive Insights: Provides data-driven comparisons to help hotels stay ahead.​
• User-Friendly Design: Designed for ease of use, enabling hotel staff to navigate and utilize features effectively.

Cons:

• Integration Requirements: Some users have reported challenges integrating the platform with existing property management systems.
• Pricing Structure: Costs may be a consideration for smaller establishments with limited budgets.​
• Learning Curve: New users need time to fully understand and leverage all features.​

Pricing: Contact for pricing

Reputation Management for Hotels

Choosing the right hotel reputation management software is crucial for maintaining a positive online presence and delivering excellent guest experiences. Whether looking for features like review collection, automated responses, or real-time feedback, these tools will help you manage your online reputation and grow your business effectively.