Getting Started with Review Management
Running a hospitality business means juggling dozens of tasks before the lunch rush hits. Review management shouldn't eat into your already-packed schedule.
Here's a practical approach to staying on top of customer feedback without losing your weekend.
Why reviews matter for independent venues
Your online reputation directly impacts bookings. A 2024 study found that 87% of travelers check reviews before making a reservation.
But here's the thing: it's not just about collecting five-star ratings. What matters is:
- Response time — How quickly you acknowledge feedback
- Consistency — Showing up across platforms, not just one
- Action — Actually fixing the issues guests mention
Start with the basics
Before diving into tools and automation, get these fundamentals right:
- Claim your profiles on Google, TripAdvisor, and relevant OTAs
- Set up notifications so new reviews don't slip through the cracks
- Create response templates for common scenarios (but don't copy-paste blindly)
The weekly review routine
Block 30 minutes each Monday morning for review management:
| Task | Time |
|---|---|
| Scan new reviews | 10 min |
| Respond to urgent ones | 10 min |
| Note patterns for team meeting | 10 min |
This simple routine keeps you informed without becoming a full-time job.
When to consider automation
Manual review management works for single locations with steady volume. Consider automation when:
- Reviews come faster than you can read them
- You manage multiple properties
- You want to spot trends before they become problems
That's where tools like Reviato come in—they pull reviews from multiple sources into one place and surface the patterns that matter.
Ready to see how this works in practice? Contact us for a walkthrough.