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.

Some channels may require additional action in the Connect your account drawer. If Tripadvisor is not matched automatically, you can complete the connection by entering the property's Tripadvisor Listing ID.

To connect a channel from the Reputation tab, 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.
   • If Tripadvisor is available but not matched automatically, click Connect and enter the property's Tripadvisor Listing ID.
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.

Tripadvisor

Tripadvisor may connect automatically when Cloudbeds identifies a single matching property. If it is not matched automatically, connect it manually using your property's Tripadvisor Listing ID.

1. In the Reputation tab, click Connect on the Tripadvisor card.
2. In the Connect your account drawer, click Connect for Tripadvisor.
3. Enter the property's Listing ID. You can find it in your Tripadvisor page URL after the letter d. Enter only the numbers and do not include the letter d.
4. Click Save.

The example below shows where to start the Tripadvisor connection, where to enter the Listing ID, and where to save the connection.

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

The Timeline Chart (found in the Reviews from guests tab) provides a visual history of your review scores across all connected channels. This allows you to move beyond static scores and identify specific periods of improvement or decline.

Key Features:

• Multi-Channel Integration: Monitor trends for Google, Booking.com, Tripadvisor, Expedia, Airbnb, and VRBO in one centralized view.
• Monthly Rolling Averages: The chart calculates a monthly average score per channel based on the specific reviews received during that timeframe, rather than showing a static total.
• Interactive Comparisons: Click specific channels in the chart legend to toggle them on or off. This allows for side-by-side comparisons, helping you identify trends and prioritize your guest engagement efforts.
• Airbnb Detailed view: When selected in the filters, Airbnb ratings can be displayed by accommodation in the timeline chart.
• Optimized Readability: The Y-axis automatically adjusts its scale based on your review values to ensure trends are clearly visible.

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, such as Airbnb, Booking.com, Expedia, Google, or TripAdvisor. When Airbnb is selected, you can also select Airbnb Detailed view to view Airbnb rating trends by accommodation.
• 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.

Export reviews

Use the Export icon in the Reviews from guests tab to download your review data as a CSV file. The export uses the filters currently applied to the review list, so you can narrow the data by rating, channel, reply status, or sorting before exporting.

The exported file includes the review information available in your Reputation dashboard, such as channel, rating, sub-ratings when available, guest name, reservation ID when available, review title and description, and staff replies.

After you click Export, Cloudbeds prepares the file and sends a notification when it is ready to download.

When the export file is ready, a notification appears in the top bar under the bell Notifications icon. Click the notification to download the CSV file.

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. Read the AI's response: The AI generates a high-level summary and actionable suggestions based on your unique guest feedback.

5. Provide feedback or copy your results: Click the thumbs-up or thumbs-down icon to rate the response and help refine AI accuracy. You can also click the copy icon (overlapping documents) to quickly repurpose the text elsewhere.

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.

Reputation notifications help you stay informed about important review activity in your Digital Marketing Performance Dashboard. 

Depending on your account activity and notification preferences, you can receive notifications for newly received reviews, Airbnb review reminders, and completed review exports.

New guest review notifications

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

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

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

Example guest review notification:

Airbnb review reminders

They notify you when an Airbnb guest review is still pending and the 14-day review window is approaching its deadline.

Review export notifications

Review export notifications appear when a review export file is ready. Open the bell Notifications icon in the top bar and click the notification to download the CSV file. For details, see Filters, details, and review context.

How to 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.

Use Auto-reply to automatically post AI-generated responses for selected review ratings. Auto-reply uses the same AI behavior as the manual Auto-generate text option, so each reply is tailored to the review received.

Auto-reply is disabled by default. You must turn it on and save your preferences before automated responses are posted.

1. From your Digital Marketing Performance Dashboard, open the Reputation tab.
2. Go to Reviews from guests.
3. Click Auto-reply: Off.

4. In the Auto-reply modal, turn the Auto-reply toggle On.
5. In the AI Settings:
   1. Select the Tone and voice for the AI-generated replies: Professional, Friendly, Casual, Formal, or Empathetic.
   2. Select the reply Language: English, Spanish, French, German, Italian, Portuguese or Turkish.
   3. Optional: Click Refine prompt and add instructions to guide the AI response, such as brand wording, preferred phrasing, or topics to avoid.
6. Under Auto-reply to reviews with, select the rating scores that should receive automatic replies: 1 star, 2 stars, 3 stars, 4 stars, 5 stars, and/or No text.
7. Click Save.

After saving, a confirmation message appears, and the dashboard shows Auto-reply: On.

For more details about Auto-reply behavior by channel, visit the Reputation FAQ.

Write your own public response or use AI to generate a reply based on the guest review. Before generating the response, you can adjust the AI settings to better match your property's communication style and the context of the review.

1. From your Digital Marketing Performance Dashboard, open the Reputation tab and select Reviews from guests.
2. Find the review you want to respond to and click Reply.

3. In the Reply to review drawer, expand AI settings (optional).

   Customize the AI-generated response:

   • Tone and voice: Select the communication style for the reply.
   • Language: Select the language in which the reply should be generated.
   • Optional: Click Refine prompt and enter specific instructions to further customize the reply.
4. Click Auto-generate text.

5. Review the generated response in the Reply field and edit it as needed.

   To generate a different version, adjust the AI settings or the instructions in the prompt, and click Auto-generate text again.

6. Click Submit to publish the response.

After clicking Refine prompt, use the text field to add specific instructions or context for the AI-generated reply. For example, you can ask the AI to:

• Make the response shorter.
• Mention that the property's pool is currently under renovation.
• Use a more casual and friendly tone.

To remove the instructions entered in the prompt field, click Clear.

Airbnb provides a 14-day review window after checkout for hosts and guests to review each other. In Cloudbeds, pending host reviews appear under Reputation → Reviews from you.

1. From the Digital Marketing Performance Dashboard, open the Reputation tab.
2. Select Reviews from you.
3. Find the guest you want to review and click Write review.
4. Complete the review and submit it within Airbnb's 14-day review window.

Auto-review creates the public host review and private note using the AI settings you choose. You can submit reviews immediately or delay automated submission to leave time for a manual review when needed.

1. From the Reputation tab, select Reviews from you.
2. Click Auto-review: Off.

3. In the Auto-review modal, turn the Auto-review toggle On.
4. Under AI settings, configure the available options:
   • Tone and voice: Select the communication style for the generated review.
   • Language: Select the language for the generated review.
   • Refine prompt: Optional. Add instructions to guide the public review and private note.
5. Under Auto-review delay, keep the immediate behavior or choose a delay of 1, 3, or 5 days.
6. Click Save.

• Immediate is the default behavior: There is no change unless you actively select a delay.
• Delayed Auto-review: You can delay submission by 1, 3, or 5 days.
• Manual reviews take priority: Before a delayed Auto-review is submitted, Cloudbeds checks whether a review was already posted from Cloudbeds, Airbnb, or another source. If a review already exists, the automated review is skipped.
• Scheduled status: Reviews in the delay window show the scheduled Auto-review date. The status is informational and cannot be used to cancel the scheduled review directly.
• Changing the delay affects future reviews: Reviews already in the delay window keep their original scheduled time.
• Airbnb-required positive category selections are handled automatically: Cloudbeds selects a positive option for required categories when needed.

If Review Reminder notifications are enabled, Cloudbeds can notify you when an Airbnb guest review is still pending and the 14-day review window is approaching its deadline.

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

For notification settings, see Manage Reputation notifications. For additional Auto-review behavior and channel questions, visit the Reputation FAQ.