Hotel Review Management KPIs: What to Track in a Dashboard

If you want hotel review management to improve over time, you need a dashboard that answers one question:

Are we responding fast and learning faster?

If you need the full framework first: Hotel Review Management: Complete Guide

KPI #1: Review recency (and why it matters)

Review recency is how recently your most recent reviews are.

Why it matters:

• guests trust recent feedback more than old feedback
• Google and some OTAs tend to reward active listings
• recency protects you from one negative review “sitting” at the top

Track: reviews per week + “days since last review” per platform.

KPI #2: Average rating (but focus on the trend)

Average rating alone can hide change. A hotel with a 4.4 that’s dropping is in trouble.

Track:

• average rating for last 30/90 days
• trend direction (up/down/flat)
• distribution (what % is 1–2, 3, 4–5)

KPI #3: Response rate (coverage)

Response rate is simple: % of reviews you responded to.

Targets (typical):

• Google: aim for near-100% coverage
• OTAs: prioritize where you get the most booking intent and volume

If you’re not responding because it’s slow or inconsistent, build a workflow first: Hotel Review Management Process (SOP + Checklist)

KPI #4: Median response time (not the average)

Averages get distorted by outliers. Median tells you the real story.

Targets you can start with:

• 1–2 stars: < 24 hours
• 3 stars: < 48 hours
• 4–5 stars: < 72 hours

Track response time by platform and by property (multi-location teams often vary widely).

KPI #5: Theme frequency (what guests repeat)

This is the KPI that changes operations.

Track top themes weekly:

• cleanliness
• noise
• Wi‑Fi
• check-in / front desk
• breakfast
• staff friendliness
• maintenance issues

Don’t just count mentions. Track direction:

• is “noise” trending up?
• did a renovation reduce “maintenance” complaints?

KPI #6: Platform mix (where reputation is being built)

Your hotel might “feel” like it’s improving on Google while OTAs lag.

Track:

• share of reviews by platform
• rating by platform
• response coverage by platform

This helps you allocate effort where it affects bookings most.

KPI #7 (optional): Repeat issues closed (ops closure)

If you want the dashboard to drive action, add one operational KPI:

Repeat issue closure rate: of the top 3 recurring themes, how many had an assigned owner + due date + completion?

This is how review management stops being “marketing-only.”

What a good dashboard layout looks like

Page 1: Executive view (weekly)

• total new reviews (by platform)
• rating trend (30/90 days)
• response rate + median response time
• top 3 positive + top 3 negative themes

Page 2: Property view (for managers)

• KPIs per property (trend + response SLAs)
• theme heatmap (what each property is hearing)

Page 3: Ops view (for fixes)

• top issues + owner + due date
• changes vs last week

How ReviewAgent helps with KPI tracking

ReviewAgent is built to connect the workflow and the dashboard:

• reviews centralized across platforms
• faster draft → faster response times (with human edits and approvals)
• insights on themes and sentiment to support ops decisions

If you want the product overview: Hotel Review Management Software

Read next

• Hotel Review Management: Complete Guide
• Hotel Review Management Process (SOP + Checklist)
• How to Manage Hotel Reviews Across Multiple Platforms