Now that you know how to respond to reviews—both good and bad—it’s time to build a system for actually keeping up with them. This module is all about staying on top of your guest feedback in a smart, streamlined way.
Why Monitoring Matters
Key Points:
Review sites = real-time guest feedback.
Staying current helps you respond quickly and catch issues early.
Google favors active, engaged business profiles.
When you monitor reviews regularly, you’re not just protecting your reputation—you’re sending positive signals to Google that your business is trustworthy and well-managed.
Tools for Review Monitoring
Key Points:
Google Alerts – set up email alerts for your business name.
GBP Notifications – get notified when a new Google review is posted.
Third-party platforms – like GatherUp, Reputation.com, or TrustYou (especially if you’re managing multiple review sources).
Inbox search – schedule a weekly scan of emails with “Review” or “Feedback” in the subject.
Use tech to your advantage. Most tools are free or low-cost, and they’ll save you time and stress by bringing reviews to you instead of having to dig them up.
Slide 4: Internal Review Tracking
Create a shared spreadsheet to log reviews.
Include: date, platform, rating, guest name (if available), highlights, and response status.
Use themes/tags to spot patterns (e.g., "breakfast," "wifi," "parking").
This is gold for spotting trends in guest feedback—both positive and negative. It also helps your team stay aligned on what’s being said about the guest experience over time.
Don’t Forget Other Platforms
Key Points:
Keep tabs on TripAdvisor, Yelp, Booking.com, and niche B&B directories.
Many potential guests read across platforms—even if you don’t.
Even if most of your reviews come through Google, travelers like to “shop around.” A strong presence everywhere they look builds serious trust.
Set a Monitoring Routine
Key Points:
Set aside 15–20 minutes weekly (or daily for high-volume properties).
Make it part of your front desk or owner’s routine.
Use a checklist to streamline review response tasks.
Monitoring isn’t something you have to do constantly—but you do need a rhythm. A little consistency goes a long way toward staying on top of your reputation.
Workbook
Prompts:
What platforms currently hold reviews for your property?
Do you have a system for tracking or responding to them?
Create a weekly review checklist you or your team can start using right away.
Let’s move from “I’ll get to it someday” to “I’ve got a plan.” These small habits build your review response muscle and keep your brand voice strong and consistent.
Part 6: Leveraging Positive Reviews for Marketing