Hotel Review Management Software: A Buyer’s Guide (2026)

If you’re searching for hotel review management software, you probably have the same problem most hotels have:

Reviews are spread across platforms, response time varies by shift, and it’s hard to turn feedback into consistent operational improvements.

This guide helps you choose software that actually improves ratings and bookings—without adding complexity.

If you want the strategy first, start here: Hotel Review Management: Complete Guide

What hotel review management software should do (in plain terms)

At minimum, a good tool should help you:

1. Never miss a review (coverage + alerts).
2. Respond fast and consistently (workflow + drafts + approvals).
3. Learn what guests repeat (themes and trends that ops can act on).

If the tool only “shows reviews”, it’s not review management—it’s a feed.

When a hotel actually needs software (vs. manual)

Manual can work when:

• you have one property,
• review volume is low, and
• one person reliably responds on every platform.

You need software when:

• you manage multiple platforms (Google + OTAs),
• response time is slipping,
• tone is inconsistent across staff,
• negative reviews require approvals,
• you want reporting (themes, sentiment, trends).

The buyer’s checklist: must-have features

1) Platform coverage that matches your booking reality

Confirm the tool supports the platforms that drive bookings for you (not just “in theory”).

At minimum, most hotels care about:

• Google Business Profile reviews
• Booking.com
• TripAdvisor
• Expedia / Hotels.com
• HolidayCheck (market dependent)

If you run multi-platform ops, also read: How to Manage Hotel Reviews Across Multiple Platforms

2) One inbox with filters that operations actually use

Look for:

• filters by property, platform, rating, and date
• a clear “new reviews” queue
• assignment/ownership (who replies to what)

3) Drafting support (templates + AI) without auto-posting

Drafting is where most time is lost.

What to check:

• can you create reusable response structures/templates?
• can AI generate drafts that you can edit?
• does the tool avoid auto-posting (so humans stay in control)?

If you’re comparing approaches: AI Review Management vs. Manual Responses

4) Approvals for sensitive replies

For hotels, approvals matter for:

• refunds/compensation language
• safety incidents
• discrimination/harassment allegations
• staff naming/shaming
• legal threats

SOP example: Hotel Review Management Process (SOP + Checklist)

5) Roles, permissions, and multi-property structure

If you manage multiple properties, confirm:

• role-based access (property-level permissions)
• brand/portfolio visibility for leadership
• separate workflows per property (without losing the big picture)

6) Analytics that lead to action (not vanity charts)

Useful analytics answer:

• what themes drive negative sentiment this month?
• what changed vs last month?
• which property is lagging response SLAs?

Dashboard KPI framework: Hotel Review Management KPIs: What to Track

7) Reporting you can share internally

Look for export/share options for:

• weekly review summaries
• theme lists for ops
• response time and response rate reports

Vendor questions that prevent expensive mistakes

Ask these before you buy:

• “Which platforms do you support for replies, not just importing?”
• “Do you auto-post anything?” (you want control and approvals)
• “How do you handle multiple properties and permissions?”
• “What’s your data retention policy?”
• “Can we set brand voice guidelines and templates?”
• “How do you handle edge cases (no-comment reviews, suspected fake reviews)?”

A simple rollout plan (so the tool actually gets used)

Week 1:

• connect platforms for one property
• define SLAs (who replies, by when)
• set 2–3 templates (positive, mixed, negative)

Week 2:

• add approvals for sensitive replies
• start weekly themes reporting

Week 3+:

• scale to additional properties
• track KPIs and tighten response time

Where ReviewAgent fits

ReviewAgent is built for hotel review operations:

• one workflow across key platforms
• drafts in your brand voice (edited by humans)
• approvals for sensitive cases
• insights on themes and trends

Product overview: Hotel Review Management Software

Or test the workflow first: - Try the interactive demo - Book a demo

Read next

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