Retainer Service

Ongoing Reputation Management.

Reputation isn't a one-time fix - it's an ongoing discipline. We become your dedicated reputation partner, monitoring every review, crafting every response, tracking every trend, and adjusting strategy quarterly to keep your ratings climbing.

What's Included

Everything You Receive

Every deliverable is tailored to your property, market, and guest segment. No templates - only bespoke analysis and recommendations grounded in your actual guest feedback and operational reality.

01Daily monitoring of new reviews across Booking.com, TripAdvisor, and Google - every review read within 24 hours of posting, so nothing critical goes unnoticed and no angry guest gets to escalate into a viral incident.
02Professional management responses to all negative reviews within 48 hours, written in your brand voice using the LEARN framework (Listen, Empathize, Apologize, Resolve, Notify) - thoughtful responses, not copy-paste templates.
03Thoughtful responses to positive reviews within 72 hours to reinforce returning guest loyalty and to signal to future readers that management actively engages with every piece of feedback, not just the bad ones.
04Monthly sentiment analysis report tracking overall rating trajectory, dimension-level movement, new complaint patterns, emerging praise themes, and competitive set shifts - delivered as a concise executive-ready brief.
05Competitive set monitoring - we track how the 3-5 properties you compete with most directly are performing, so you see shifts in your market position before they turn into lost bookings.
06Quarterly strategy review with updated action plan and KPI assessment, where we walk through what's working, what needs adjustment, and what new priorities have emerged from the last three months of data.
07Real-time alerts for critical reviews flagging health/safety concerns, legal threats, viral potential, or explicit requests for management contact - the reviews where a 24-hour delay is already too long.
08Annual comprehensive reputation audit refresh and benchmarking update to reset the baseline and confirm that the 12-month trajectory is meeting the targets we set at the start.
The Process

How It Works

01

Onboarding

We establish your brand voice, response guidelines, escalation protocols, and name-check expectations, then connect to all review platforms through official partner access. The first two weeks are calibration - you review our draft responses until we're fully aligned with your voice.

02

Daily Management

New reviews are monitored daily. Negative reviews get professional responses within 48 hours and go through a quick internal quality check before publishing. Positive reviews within 72 hours. Critical-severity reviews trigger a same-day alert to your team.

03

Monthly Reporting

Detailed sentiment report showing dimension-level trends, new recurring patterns, competitive shifts, and progress against the 6-month and 12-month targets we agreed on at the start of the engagement. Delivered with a short executive summary for ownership.

04

Quarterly Strategy

In-depth review of KPIs, strategy refinement based on the newest three months of data, and an updated action plan for the next quarter. This is where operational adjustments outside the reputation function get discussed, too - because most rating problems are operational problems in disguise.

Frequently Asked

Questions We Hear Often

Do you respond in my voice or yours?

Yours. The onboarding phase is explicitly a voice-calibration exercise - you review our first drafts until the tone, vocabulary, level of formality, and sign-off conventions match how you'd write yourself if you had time. After that, responses go out under your management credentials, not ours. Guests reading them should never know a third party was involved.

What happens with reviews that need operational follow-up?

We flag them in a weekly log with a recommended action and an owner inside your team. For critical issues - hygiene, safety, maintenance failures, staff incidents - we send a same-day alert with the review and a suggested internal response. The goal is not just to reply publicly but to make sure the underlying issue actually gets fixed, which is the only way ratings improve structurally.

Can you handle responses in languages other than English?

Yes, across the major European languages and, with notice, across most source markets. Responding in the guest's language matters - it signals respect and it actually gets read. If a review is in a less common language we handle it with a qualified translator review before publishing, never with raw machine translation for published replies.

What if I disagree with a response you've drafted?

Every draft goes through a review cycle during onboarding and any time you want for the life of the engagement. If there's a specific review where you want to write the response yourself, or approve before publishing, you tell us - the workflow is designed to flex around that. After the first month most clients trust the process and only review exceptions, but the decision is always yours.

How long until I see the rating improvement?

Review response rate itself lifts ranking visibility on Booking and Google almost immediately - the algorithm credits engagement within weeks. Underlying rating improvement follows the operational changes we surface in monthly reports, typically beginning to move within the first full quarter and compounding across the next two quarters. Properties that execute on the operational recommendations see the fastest curves.

Ideal For

This Service Is Built For

  • Properties that have completed a reputation audit and want to maintain momentum with the discipline it takes to hold and extend the gains.
  • Hotels without dedicated reputation or marketing staff able to manage online reviews consistently, professionally, and in a voice that matches the brand across platforms.
  • Hotel groups wanting centralized, consistent reputation management across multiple properties so that guest experience is protected portfolio-wide.
  • Properties in highly competitive markets where review response speed, quality, and consistency directly influence ranking algorithms and guest choice.
  • Hotels preparing for peak season and wanting proactive reputation protection during the period when review volume spikes and issues compound fastest.
Expected Outcomes

What You Can Expect

  • 100% review response rate across all platforms within 48-72 hours - itself a strong ranking signal on both Booking.com and Google, independent of the review content.
  • Consistent, professional brand voice in all management responses, so a future guest reading the last 20 review replies sees a coherent, thoughtful property.
  • Early detection of emerging issues before they become systemic - a three-month trend line on a dimension score is how you catch a problem while it's still fixable.
  • Continuous rating improvement - typical retainer clients see +0.2 to +0.4 points per quarter in the first year, depending on baseline and operational execution.
  • Competitive intelligence on market shifts and competitor performance, delivered without you having to manually track five properties across three platforms every week.
  • Peace of mind knowing your online reputation is actively managed by experts, freeing your GM to focus on the operation instead of the review inbox.

Ready to Get Started?

Tell us about your property and we'll show you exactly how this service can transform your guest experience.

Contact Us