Overview
The Reputation tab in the Digital Marketing Performance Dashboard is a platform to manage your guest reviews. This article explains how Reputation works to take your business rating to the next level.
The importance of managing guest reviews
Your guests' perception of their stay significantly influences the decision-making process of other potential customers who are looking to book properties like yours for their upcoming trip. Guests' reviews describe your customers' experience, highlighting your services, amenities, and facilities, which can make all the difference in whether another traveler decides to book your property or not.
It is important to have the appropriate reputation management tool to efficiently manage your guests' reviews and maintain optimal guest satisfaction. This will allow you to continue focusing on your business's daily operations.
Cloudbeds Digital Marketing Reputation:
- Is the perfect tool to help you respond to your guest reviews quickly, which has a huge impact on the customers' perception of your business
- Is easy to use and time-saving for replying to your guest reviews
- Uses AI-generated replies to improve your business's star ratings, web reputation, and conversions
- Allows you to select the preferred language to generate your reply
- Gives you the control you need to effectively self-manage your reviews in one place
Subscribe to Reputation
- Go to the Digital Marketing Performance Dashboard and click on the Reputation tab
- Click on Get started
- Review the features and monthly fee and click on Subscribe now
- Review and accept the Terms and Conditions
- 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. Important: This option allows you to view some reviews only.
Connect channels, retrieve and manage guest reviews
- In the Digital Marketing Performance Dashboard, click on the Reputation tab.
- Connect to your channels. Find more information about each one below:
- Access the Google Business Profile section of your Digital Marketing Performance Dashboard to get started. Learn more about how to connect your business profile here.
- Once your profile is successfully connected, continue with your next steps below.
Expedia
- Expedia will be automatically connected If the property has a valid agreement with Expedia Group.
- If the user has no valid Expedia agreement, the link (Connect button) will redirect to the Channels page.
Airbnb
- Airbnb will be automatically connected If the property has a valid agreement with Airbnb.
- If the user does not have a valid Airbnb agreement, the link (Connect button) will redirect to the Channels page.
- Go back to the Reputation tab
- Go to the corresponding review, and click on Reply
- Select your tone and voice based on your needs and intentions (professional, casual, humourous, friendly) and your preferred language
- Click on Auto-generate text, and verify your reply.
- Review your reply
- Click on Submit
Click on the Filter icon to sort by most recent, highest/lowest score, rating, or channel. You can also choose to show only not-replied reviews.
- You can use the Auto-generated text button several times until you find your preferred reply. You can also edit the auto-generated text to make it more to the desired intention.
- By clicking View Details in each review, you’ll be able to see the value given per category (if provided):
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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.
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Accessing the Reviews from you tab, 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 the checkout.
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