Reputation FAQ

Overview

Within the Digital Marketing Performance Dashboard, the Reputation tab provides a specific place to manage guest reviews effectively. This article shows the most frequently asked questions about the following Reputation topics:

1. Reputation Review Responses
2. Reputation Free vs. Paid
3. Reputation Expedia Connection
4. Reputation Troubleshooting

⭐ Reputation Review Responses

• Question: Is it possible for users to respond to all their reviews?
• Answer: Yes, the system enables users to reply to most reviews* received, regardless of the channel. Additionally, users can respond to older reviews (up to one year old) if they have not yet been replied to.
  *Excepting Tripadvisor.

• Question: Can I reply to Tripadvisor reviews directly from Cloudbeds?
• Answer: No. Tripadvisor reviews are read-only and can’t be replied to from Cloudbeds at this time.

• Question: How frequently are reviews updated in the Reputation Management tool?
• Answer: For paid accounts, Reputation Management retrieves the last 12 months* of reviews per channel and updates them daily. The free version retrieves one review per channel per week.
  *Excepting Tripadvisor.

• Question: How much Tripadvisor review history will I see in Reputation?
• Answer: Reputation will initially display the 5 most recent Tripadvisor reviews. After that, up to 5 new Tripadvisor reviews are added weekly. Full historical review data from the past year isn’t available for Tripadvisor.

• Question: Are the AI-generated responses to reviews editable?
• Answer: Yes, customers can edit the generative AI responses before publishing them, or they can choose to respond to reviews manually.

• Question: Why aren’t my replies showing as “Replied” in the Reputation dashboard?
• Answer: Reviews are marked as “Replied” in Cloudbeds only after they have been successfully synced. The syncing behavior varies by channel:
  • Vrbo, Expedia, Airbnb: Replies are always synced immediately. Cloudbeds receives a callback once the channel approves the reply, and the review's status in the dashboard is updated accordingly.
  • Booking.com and Google: These channels do not provide callbacks. Therefore, replies are synced through a daily process, and it may take up to 24 hours for them to appear as "Replied" in the dashboard.

• Question: A guest left a review in a foreign language. How should I respond?
• Answer: Use the system's translation feature to understand the review in English. All replies should be in English to ensure future guests can easily understand them.

• Question: Does the system send reminders when I need to review an Airbnb guest?
• Answer: If the Review Reminder notification preference is enabled, yes, you can receive alerts when an Airbnb guest review is still pending. These reminders display how many days remain before Airbnb’s 14-day review window expires. Two reminders are available: one at 7 days left to review and another at 2 days left to review. The setting can be managed in the account’s Notification Settings.

⭐ Free vs Paid Reputation

• Question: What are the differences between free and paid Reputation features?

• Answer:

  • Free Reputation:
    • Downloads one review per channel per week.
    • No option to reply to reviews.
  • Paid Reputation:
    • Retrieves 12 months of historical reviews per channel (excluding Tripadvisor).
    • Daily updates of new reviews.
    • Includes AI insights.
    • Offers full reply management with generative AI responses (not available for Tripadvisor).

  Important: The AI-generated review summary (“Things to know / Overall summary”) is available only on the Paid Reputation tier and requires specific activation conditions:

  • Minimum of 50 reviews with text across all connected review sources.
  • Processing time of 3–7 days after subscribing to the Paid tier or after reaching the 50-review threshold.

  The summary does not appear instantly after upgrading. Even if a property already has more than 50 reviews, the system begins the sentiment analysis only after the Paid Reputation subscription is activated.

• Question: Is Tripadvisor available to all Cloudbeds users?
• Answer: Tripadvisor reviews in Reputation are available to properties subscribed to Paid Reputation.

• Question: Is it possible to start with the free version and then upgrade?
• Answer: Yes, absolutely. Please be aware that the free version has limitations, meaning you will receive a restricted number of reviews and will not have access to AI insights or generative replies.

⭐ Reputation Expedia Connection

• Question: The Reputation product isn’t showing Expedia reviews, but Expedia is connected
• Answer: Add review permissions in the Expedia extranet:

⭐ Reputation Troubleshooting

• Question: Why don’t I see Tripadvisor reviews in the Reputation dashboard?
• Answer: Tripadvisor reviews are displayed automatically when Cloudbeds can match your property with Tripadvisor. If a match can’t be made, Tripadvisor won’t appear in the Reputation dashboard.

• Question: Can I manually connect Tripadvisor to Reputation?
• Answer: No. Tripadvisor connections are handled automatically. At this time, there’s no manual connect option in Cloudbeds. If your property can’t be matched, Tripadvisor reviews won’t appear in the Reputation dashboard.

• Question: Why isn't my reply visible?

• Answer: Replies are typically synced. However, in some situations, syncing might not occur due to channel limitations or pending moderation reviews. Please verify on the channel to confirm your reply was successfully posted.

  Additional situations where replies may not show or be enabled in the Reputation dashboard:

  • Replies are not allowed for any reviews that do not include review text (ie, rating only). The Reply button may be visible, but no reply is allowed. This applies primarily to Booking.com, but possibly to other channels as well.
  • If a property user has replied to the review on the channel directly, no reply will be allowed from the Reputation dashboard. As noted above, there may be a delay with syncing the reply from the channel (24-48 hours in some cases), so verify on the channel that a reply has been made.
• Question: Why don't I see the AI-generated review summary for my property?
• Answer: The AI-generated “Things to know / Overall summary” panel appears only when all of the following are true:
  • The property is subscribed to the Paid Reputation tier.
  • The property has at least 50 reviews with text (ratings-only reviews don’t count).

  • The system has completed the initial sentiment analysis, which typically takes 3–7 days after meeting the criteria. In some cases, this may take up to 10 days.

    

    If all requirements are met and the summary is still missing after 10 days, please contact Cloudbeds Support, and the issue will be escalated to our Digital Marketing team for review.