Reputation in Digital Marketing

1. Go to the Digital Marketing Performance Dashboard and click on the Reputation tab.
2. Click on Get started.
3. Review the features and monthly fee, and click on Subscribe now.
4. Review and accept the Terms and Conditions.
5. Click on Continue. After subscription, you will be prompted to connect to available channels. Continue reading the section below to learn more.

If you are not ready to subscribe to Reputation, you can click on Continue without subscribing.

Reviews automatically retrieved

Reviews are automatically retrieved for the channels you’re already connected to. 

Connect your channels

Most OTAs connect automatically when your property has a valid agreement with that channel in Cloudbeds—no extra steps required. 

To connect any channel that isn’t active yet, do the following:

1. From your Digital Marketing Performance Dashboard, open the Reputation tab.
2. Click the Connect button on the channel card.

3. After clicking Connect, the Connect your account drawer opens on the right. If the channel needs activation, click Manage to go to the Channels page and finish setup.
4. To disconnect a channel later, click Edit channel connections to reopen the drawer
5. Open the three dots menu for the channel, and choose Disconnect.

When the connection is complete, reviews will sync automatically. See Understanding the Reputation Dashboard below to monitor and respond.

Google

Google connects a bit differently because it uses your Google Business Profile rather than a channel contract. 

1. From your Digital Marketing Performance Dashboard, open the Reputation tab.
2. Click Connect on the Google card, sign in (if prompted), choose the correct business location, and grant the requested permissions. 

After connecting, you’ll see your Google rating plus contextual metrics such as Directions, Calls, and Website Visits in the left panel. Learn more about connecting your profile here.

Once your profile is successfully connected, see Understanding the Reputation Dashboard below to learn how it works.

On the left side, you’ll find your connected review platforms (e.g., Airbnb, Booking.com, Expedia, Google, Tripadvisor). Each platform collects feedback in its own way:

• Unified 1–5 stars: We normalize incoming ratings so your team can compare performance at a glance, regardless of the source.
• Per-channel sub-categories: Some channels include dimensions like Cleanliness, Accuracy, Check-in, Communication, Location, Value (Airbnb), or others determined by the platform. In Cloudbeds, we map these into our standardized model to ensure consistency and comparability across channels.
• Google differs: Google’s metrics and review model are distinct (e.g., local actions, calls, directions). In the dashboard, you’ll still see a 5-star rating, but supporting metrics (like directions, calls, website visits) are shown separately in the left panel for added context.
• Quick actions: Use Edit channel connections and Request reviews via link to manage sources and proactively collect feedback.

The Sentiment Analysis feature is available in the Overview tab and provides a clear, data-driven view of what guests appreciate the most and which areas may need improvement. By analyzing guest reviews across Booking.com, Expedia, Airbnb, and Google, Cloudbeds AI helps you identify recurring patterns in feedback, so you can focus your operational efforts where they matter most.

To make this information actionable, reviews are automatically grouped into three insight types:

• Top strengths: what guests consistently praise.
• Areas for improvement: what guests are regularly mentioning as negatives.
• Dynamic categories: up to 10 most mentioned topics, such as breakfast, location, cleanliness, etc., marked as positive, neutral, or negative.

How it works

Filter reviews to focus your work

Click the Filter icon to open the panel and narrow your list before replying.

• Sort by: Most recent, Highest score, or Lowest score.
• Rating: Show only reviews with a chosen star value.
• Channel: Multi-select sources (e.g., Airbnb, Booking.com, Expedia, Google).
• Show only unreplied reviews: Focus on items that still need a response.

Once you set your filters, click Apply.

Use Reset all to clear selections or Cancel to close without changes.

View Details

• By clicking View Details in each review, you’ll be able to see the rating given per category (when provided by the channel) and read the full context:

View reservation context

• Use View reservation to open the Reservation Drawer and confirm dates, channel, and notes before replying.

Ask AI helps you interpret guest feedback by answering questions using your available reputation data. It also provides suggested questions to guide deeper analysis.

1. From the Reputation tab, click Ask AI.
2. Select one of the suggested questions, or type your own question in the field at the bottom.
3. Click Submit to generate an answer.
4. Use the suggested follow-up questions to continue exploring the topic.

Break language barriers to unlock clearer insights and reply with confidence.

1. From your list of reviews, click Translate to English on any non-English review.
2. The original text is replaced by the English translation, showing the source language (e.g., “Translated to English from German”).
3. Use Show original to view the review in its original language again.
4. When replying, you can also click Translate to English in the reply window before generating your response.

After translating, a note shows the source language under the review.

You'll receive real-time notifications for any newly received reviews — available for all properties, including both Freemium and Reputation subscribers, as well as Airbnb review reminders.

These notifications help you stay engaged with your guests, respond faster to feedback, and keep your property's reputation strong. Each notification will include:

• The channel where the review was posted
• The guest’s name and rating
• A preview of the review message

Clicking a notification takes you directly to Reputation in your Digital Marketing Performance Dashboard to reply promptly.

Example notification:

Manage your Notification Preferences

1. In the top bar, click the bell Notifications icon.

   

2. In the panel, select Notifications settings
3. Enable or disable:
   • Review Received (guest reviews)
   • Review Reminder (Airbnb review deadline alerts)
4. Click Apply to save.

1. From your Digital Marketing Performance Dashboard, open the Reputation tab.
2. Go to the corresponding review, and click on Reply
3. Select your tone and voice based on your needs and intentions (professional, casual, humorous, friendly) and your preferred language
4. Click on Auto-generate text, and verify your reply.
5. Review your reply
6. Click on Submit

Airbnb will allow the host (property owner or administrator) to leave a review about the guest with both a public review and a private note.

You can view your pending Airbnb guest reviews directly in the Reputation tab → Reviews from you, you will see the list of guests who should be reviewed. 

Simply click on Write a review. Note that you can only leave a review for the guest 14 days after checkout.

Airbnb Review Reminders

You can receive Airbnb review reminder alerts. These reminders appear when you still need to review an Airbnb guest, and they include the number of days remaining before Airbnb’s 14-day review window expires.

You’ll receive two reminders:

• 7 days left to review
• 2 days left to review

These alerts help ensure that hosts do not miss the limited review window required by Airbnb.

For details on managing these notifications, see Get notified of new guest reviews and set Airbnb review reminders.