How to Manage Hotel Reviews Across Multiple Platforms (Google + OTAs)
Guests compare you across Google and OTAs. Here’s a practical multi-platform hotel review management workflow that keeps responses fast, consistent, and on-brand.
Multi-platform hotel review management is hard for one reason: reviews live in different dashboards, with different teams, and different habits.
Guests don’t care. They just see your property—and they compare you across platforms before booking.
Start with the full overview here: Hotel Review Management: Complete Guide
The three multi-platform problems hotels run into
1) “Login chaos” creates response gaps
If responding requires logging in and out of multiple tools, response coverage will be inconsistent by default.
2) Tone drift across channels
Your Google replies might be warm and personal while OTA replies are cold and generic—because different people own them.
3) Platforms create different “moments of truth”
- Google is discovery + trust
- Booking.com is conversion-critical
- TripAdvisor influences consideration
You need one workflow that adapts slightly per platform, without becoming three separate systems.
The simplest multi-platform workflow
- Centralize intake (one queue, one daily habit).
- Triage by rating + risk (1–2 stars and sensitive topics first).
- Use one response structure (so every channel sounds on-brand).
- Add approvals for sensitive cases.
- Run a weekly themes loop to drive fixes.
If you want the full SOP: Hotel Review Management Process (SOP + Checklist)
Platform tips (Google, Booking.com, TripAdvisor)
Google reviews: speed + specificity wins
Guests scan Google fast. Your reply should be short, specific, and calm.
Best starting points: - How to Respond to Every Google Review in Seconds - How to Respond to a Google Review With No Comment
Booking.com: treat replies like conversion copy
Booking.com is often where guests are deciding. Replies should:
- acknowledge the issue clearly
- show your standard (what you do to prevent repeats)
- invite a return without sounding defensive
Supporting read: Booking.com Review Response Tool (Hotel Guide)
TripAdvisor: consistency matters (and it influences planning)
TripAdvisor tends to attract detailed reviews. Respond with:
- gratitude + one specific detail
- a clear resolution statement for negatives
- a calm invitation to return
Supporting read: TripAdvisor Review Management Guide
Expedia / Hotels.com: use the same structure (and keep it calm)
Reply access and interfaces can vary by property and portal, but the fundamentals stay the same:
- thank the guest
- reference one real detail
- clarify/fix what matters
- invite offline follow-up when appropriate
Examples + templates: How to Respond to Expedia & Hotels.com Reviews (Examples + Workflow)
Keep brand voice consistent (one set of rules)
Write down a short “voice guide” for replies:
- default tone (warm, professional, concise)
- words to avoid (defensive language, blame)
- how to handle compensation language
- how to sign off (name/role or team)
Then enforce it with a structure + review/approval workflow.
Multi-location groups: standardize the process, not the personality
For hotel groups, consistency doesn’t mean identical copy. It means:
- the same response structure
- the same SLA expectations
- the same approval criteria
- localized “proof details” that make replies feel real
How ReviewAgent helps with multi-platform hotel review management
ReviewAgent supports a single workflow across key platforms:
- one inbox and filters by property, platform, and rating
- AI drafts you can edit to match your tone (no auto-posting)
- approvals for sensitive replies
- insights on themes so the ops loop actually happens
Product overview: Hotel Review Management Software
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