New

The bad review is prevented before it is published.

All your OTA reviews in one dashboard: AI-assisted replies, a diagnosis of what drives your rating and a radar that spots risk while the guest is still in-house.

See the full tour

Unified reviews
Replies with AI
Diagnosis
Radar
Analytics

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

High risk

Medium risk

Low risk

Everything looks good

Area hotspots

Reasons that already appear in the reviews of these areas.

Recent reviews for floor 1 tend to mention noise (14) · getting worse

What to do: ask how their stay is going, without assuming anything. Noise sometimes comes up in this area.

Sergi DuranHigh risk

Room 104 · 2 nights · Leaving soon

ESWhatsAppCreate task

Message ready in WhatsApp

Laia FerrerEverything looks good

Room 210 · 4 nights · Departs tomorrow

CAAsk for a review

What to do: stay with no signs of risk. Ask for the review before they leave.

Paolo BianchiMedium risk

Room 305 · 1 night · Arrived late

ITWhatsAppCreate task

What to do: check-in was slow at rush hour. A small gesture now can change their review.

12 guests in-house today · risk is recalculated every morning with active reservations

How it works

From scattered reviews on each extranet to a reputation workflow

A negative review, once published, can't be undone: it hurts your OTA ranking and your direct sales. Reputation works before and after that moment.

Connect your OTAs

Your Booking.com and Airbnb reviews sync automatically through your channel connectivity. No logging into each extranet.

AI analyzes and prioritizes

What hurts your guests, what moves your score and which improvement is worth the most points. With a 3-month forecast if nothing changes.

You act before the review

The radar flags which in-house guest is at risk of giving a low score. You message them on WhatsApp or create a task while you can still fix it.

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

Average rating

0,0/10 0,7

out of 574 reviews

3-month forecast

8,8

Potential rating

9,6

Your goal

9,0

574 reviews 2% answered 481 unanswered

Forecast of your rating

Your monthly average and the 3-month projection if nothing changes.

HistoricalProjection

Next steps

Prioritized actions to raise your rating and your position on the OTAs.

Urgent: you have many unanswered reviews

You have only responded to 2% of your reviews. OTAs reward response rate.

79% of your guests are promoters

Reviews rated 9-10. Ask them for a review and share them to attract direct bookings.

Moment 01 · Overview

Your score stops being a surprise at the end of the month

Average score with its trend, a 3-month forecast if nothing changes, your potential score if you apply the improvements and the next target. With your response rate and pending reviews always in view.

Average score
3-month forecast
Potential score

Learn more

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

Next steps

Prioritized actions to raise your rating and your position on the OTAs.

Urgent: you have many unanswered reviews

You have only responded to 2% of your reviews. OTAs reward response rate: start with the most recent ones.

Watch Booking.com

It's your lowest-rated channel (9.4) with 412 reviews. Prioritize replying there.

79% of your guests are promoters

Reviews rated 9-10. Ask them for a review and share them to attract direct bookings.

Moment 02 · Next steps

The Overview does your homework for you

Below your score, the module lays out your next steps: reply to pending reviews, the channel that hurts you most, whether your score is rising or falling and how many guests recommend you. Log in, act, done.

Pending reviews
Channel to watch
Promoters

Learn more

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

What to do to improve

Actions prioritized by impact on your rating.

Soundproof the rooms on floor 1

up to +0,32 potential

14 recent reviews mention street noise at night on that floor.

Effort: medium

Upgrade the Wi-Fi on the upper floors

up to +0,18 potential

Wi-Fi is your lowest-rated category (7.8). Complaints are concentrated on floors 3 and 4.

Effort: low

Streamline check-in during peak times

up to +0,11 potential

Late arrivals score −0.4 compared to your average. Reinforce the front desk from 17 to 20 h.

Effort: low

Replace the mattresses in the superior doubles

up to +0,08 potential

Bed comfort appears in 9 reviews of that room type in the last 3 months.

Effort: high

Expand parking information on the website

up to +0,05 potential

Guests who arrive by car rate −0.2. Most don't find the entrance on the first try.

Effort: low

Moment 03 · Diagnosis

The coach tells you what to fix first and how many points it is worth

Actions prioritized by potential impact on your average and estimated effort. It detects where complaints are concentrated —room, floor or room type— and which booking profiles score lowest.

Potential impact
Estimated effort
Hotspots by area

Learn more

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

High risk

Medium risk

Low risk

Everything looks good

Area hotspots

Reasons that already appear in the reviews of these areas.

Recent reviews for floor 1 tend to mention noise (14) · getting worse

What to do: ask how their stay is going, without assuming anything. Noise sometimes comes up in this area.

Sergi DuranHigh risk

Room 104 · 2 nights · Leaving soon

ESWhatsAppCreate task

Message ready in WhatsApp

Laia FerrerEverything looks good

Room 210 · 4 nights · Departs tomorrow

CAAsk for a review

What to do: stay with no signs of risk. Ask for the review before they leave.

Paolo BianchiMedium risk

Room 305 · 1 night · Arrived late

ITWhatsAppCreate task

What to do: check-in was slow at rush hour. A small gesture now can change their review.

12 guests in-house today · risk is recalculated every morning with active reservations

Moment 04 · Radar

Risk is detected while the guest is still in-house

It cross-references today's in-house guests with insights from your past reviews and assigns each one a risk level with a recommended action. WhatsApp in their own language, a task for the team or a review request if everything looks good.

In-house guests today
Risk level
WhatsApp and tasks

Learn more

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

Reviews (574)

AllUnansweredAnswered

6Sergi D.Booking.com

on Jun 28, 2026Unanswered

+Very good location and excellent breakfast.

–The room was noisy at night.

Thank you for your visit, Sergi. We're glad you enjoyed the location and the breakfast. We're sorry about the night noise: we are strengthening the soundproofing on that floor. We hope to see you soon.

Your reply

AI draftPost replyTranslate

9Sophie L.Airbnb

on Jun 26, 2026Unanswered

+Très bel appartement, hôtes adorables et quartier parfait.

AI draftPost replyTranslate

10Anna K.Booking.com

on Jun 24, 2026Answered

+Extremely attentive staff and a breakfast worth a 10. We will definitely be back.

Your reply

Thank you so much, Anna! The team will be thrilled to read your review. We look forward to welcoming you next time.

Moment 05 · Reviews

You respond in minutes, not weeks

An AI draft per review, comment translation and direct publication to the OTA without leaving the PMS. OTAs reward response rate in their ranking.

AI draft
Translation
Publish on OTA

Learn more

Reputation

ShortcutsHelp & feedbackF

SummaryProfilesBusinessDiagnosisAnalyticsRadarReviews

Ratings by category

Sorted by what increases your overall rating the most.

HistoricalWeekMonthQuarter

Wi-Fiworth +0.187,8

Comfortworth +0.148,9

Value for moneyworth +0.098,6

Cleaningworth +0.049,6

Staffworth +0.029,8

Comparison by channel

Your average rating on each connected OTA.

Booking.com

9,4

412 reviews

Airbnb

9,6

98 reviews

Network benchmark: 9,2 · you are +0.2 above than similar hotels

Moment 06 · Analytics

Every category has a price tag: you know which one raises your score

Scores by category with what taking each one to 10 is worth, monthly trend, distribution, channel comparison and where you stand against similar properties.

Worth +X points
By channel
Vs. similar properties

Learn more

What is no longer a mystery

Reputation questions already have a screen.

Every question that used to mean checking extranets one by one is now answered in the module.

What management used to ask

What Reputation answers

Trend

“Why did the score drop this month?”

The change versus last month, the monthly trend and scores by category and by channel show where your score has moved.

Vs. last monthBy categoryBy channel

Priority

“What should I fix first?”

Recommendations order each improvement by potential impact on your average and estimated effort.

Impact in pointsLow/medium/high effort

Prevention

“Who might leave me a bad review today?”

The radar scores the risk of every in-house guest by matching their booking and profile against your past reviews.

Risk per guestRecommended action

Answer

“Who answers all the reviews?”

AI drafts a reply for each review, you translate the comment if it comes in another language and publish the reply on the OTA from the same panel.

AI draftDirect publishing

Context

“How am I compared to hotels like mine?”

The anonymous comparison places you against properties of the same type, country and price level, as long as there are enough to compare.

Group medianYour realistic ceiling

Profiles

“Who stays with me and what do they think?”

Every review is linked to its booking: see nights, revenue and score by profile, nationality, channel, purpose of travel or board type.

By profileBy segmentVs. similar properties

Business

“How much money is riding on my score?”

What your reputation is worth in euros per year, what each problem costs you and a value map showing where to raise prices, where to hold them and where to add value.

Euros per yearCost per problemValue map

Price

€89/month

per property, with the complete module: unified reviews, AI replies, radar and analytics. Activated from the PMS Store and added to your subscription.

Annual contract: €961.20/year (€80.10/month) · Requires channel connectivity

Everything it includes

The complete module, tab by tab

Seven tabs in the PMS: Overview, Profiles, Business, Diagnosis, Analytics, Radar and Reviews. Here is what is inside each one.

Overview

Average score and change vs. last month
3-month forecast
Potential score and next target
Response rate and pending reviews
What your reviews don't tell you
Prioritized next steps

10 in total

Profiles and Business

Who stays with you and what they think, with nights and revenue
Segment explorer: nationality, channel, purpose, board, language
Findings: complaints that cost you points, price risk, accounts at risk
Every department, in your guests' words
Every profile vs. properties like yours
What your reputation is worth, in euros per year

9 in total

Diagnosis

What bothers your guests
What to improve by room type
Hotspots by room and floor
Your team, praised by name in reviews

4 in total

Analytics

Average score over time
Score distribution and promoters
Reviews and score by channel
Who scores you lowest, by nationality and traveler type

4 in total

Radar

In-house guests with a risk level
Area hotspots with the reason
Per-guest alerts (late arrival, a profile that tends to score low)
A recommended action for each one
AI-written WhatsApp message in the guest's language
Create a task for the team

7 in total

Reviews

Booking.com and Airbnb in a single inbox
Filters: all, unanswered, answered and by profile
AI draft for each review
Comment translation
Publish straight to the OTA
Every review linked to its booking

7 in total

Keep exploring

Reputation begins during the stay

Channel Manager

Channel connectivity that syncs your reviews and inventory.

See the feature

Autonomous reception

A frictionless arrival is the first line of a good review.

See the feature

Housekeeping

Cleaning is the category that weighs the most: keep it under control in real time.

See the feature

FAQ

Frequently asked questions

Common questions before requesting a demo.

Which OTAs does the Reputation module sync with?+Booking.com and Airbnb, through Hotelgest's channel connectivity. Reviews arrive in the panel automatically, with their score, comment and categories, without logging into each extranet.How do AI responses work?+Each review can generate an AI draft that takes into account what the guest rated well and poorly. You review it, edit it if you want and publish it directly to the OTA from the PMS. You can also translate the original comment.What is guest radar?+It matches the guests staying today (active bookings) against what your past reviews reveal and the profile of each booking, and gives each one a risk level with a recommended action. The goal is to fix the problem, or ask for the review, before check-out, while you can still act.How much does it cost and how do I add it?+It costs €89 per month per property (€961.20 per year on an annual contract). You add it from the PMS Store with one click and it is added to your subscription; there is no additional minimum term for the module.Do I need something to activate it?+Just Hotelgest's channel connectivity active on your property, with the review inbox switched on: that is what brings in your OTA reviews. If you don't have it yet, you can activate it from the Store.Where do the recommendations and score forecast come from?+From your own data: the reviews and their categories, cross-referenced with the details of each reservation (channel, price, lead time, arrival time slot). The potential impact shows how much your average would rise if that issue stopped penalizing you, weighted by the number of reviews affected.Can I see it before I buy it?+Yes. With channel connectivity active, the Reputation section of the PMS shows you a preview built from your own reviews. Once you add the module, the actions, such as replying with AI, and the full panel are unlocked.What do the Profiles and Business tabs add?+They match your reviews with your bookings. Profiles shows who stays with you and what each segment thinks (nationality, channel, purpose of travel, board type or language), compared with properties like yours. Business puts a euro figure on what your reputation is worth and what each problem costs you, and shows where to raise prices, where to hold them and where to add value.

Next step

Ready to see how it fits your operation?

We review your accommodation, your current tools and where Hotelgest can take the most manual work off your plate.

Talk to the team

The bad review is prevented before it is published.

From scattered reviews on each extranet to a reputation workflow

Connect your OTAs

AI analyzes and prioritizes

You act before the review

Your score stops being a surprise at the end of the month

The Overview does your homework for you

The coach tells you what to fix first and how many points it is worth

Risk is detected while the guest is still in-house

You respond in minutes, not weeks

Every category has a price tag: you know which one raises your score

Reputation questions already have a screen.

The complete module, tab by tab

Overview

Profiles and Business

Diagnosis

Analytics

Radar

Reviews

Reputation begins during the stay

Channel Manager

Autonomous reception

Housekeeping

Frequently asked questions

Ready to see how it fits your operation?

Ready to lighten your front desk?