Gamut
Review & ReputationHospitality

Hospitality & Hotels Review & Reputation Replies Agent

Answer every guest review on time, in your GM's voice, and catch service failures before they go public.

Updated

Connects with

Google Business ProfileGoogle Business ProfileTripAdvisorTripAdvisorYelpYelpExpediaExpediaOperaOperaCloudbedsCloudbedsSlackSlack
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The problem it solves

A single unanswered 2-star review on TripAdvisor or Google can cost a property dozens of bookings, yet most hotels have no way to track reviews across Google, TripAdvisor, Yelp, and OTAs in one place, let alone reply on time. This agent monitors every incoming review, drafts a management-voiced reply specific to that guest, and flags service failures to the duty manager before they go public, so no review slips through and leadership always sees the full rating picture.

Who it's for

  • General managers at independent and boutique hotels
  • Front office managers handling guest-facing communication
  • Guest relations teams at select-service brands
  • Resort operators tracking reviews across multiple OTAs
  • Properties receiving 10-200 reviews per month without a dedicated ORM team

What it does

  1. 1

    Pull reviews from every platform

    Ingests new guest reviews from Google Business Profile, TripAdvisor, Yelp, Booking.com, and Expedia into one queue.

  2. 2

    Match reviews to stays

    Cross-references reviewer name and stay dates against Opera or Cloudbeds to identify room type, stay segment, and the team on shift.

  3. 3

    Classify and flag

    Sorts each review by star rating and flags any mention of cleanliness, safety, billing disputes, or unresolved complaints as a service failure signal.

  4. 4

    Prioritize by urgency

    Queues 1-2 star reviews for reply within 24 hours, mixed reviews within 48, and positive reviews within 72.

  5. 5

    Draft on-brand replies

    Writes each reply in the General Manager's voice, referencing a specific detail from the guest's review rather than boilerplate.

  6. 6

    Escalate service failures

    Routes reviews involving cleanliness, safety, or billing issues to the duty manager with the PMS reservation record attached, and holds the public reply until they confirm.

  7. 7

    Send the weekly digest

    Every Monday, delivers a rating trend summary by platform, including 7- and 30-day averages, reply rate, escalations, and any drop of 0.2 stars or more.

Key benefits

  • Every review answered within its priority window, no matter the platform
  • Replies that sound like a personal note from the GM, never a copy-pasted template
  • Service failures caught and routed to a manager before any public reply posts
  • Reviews tied to real stay data so you know the room type and team involved
  • A weekly rating trend digest that surfaces declines before they compound
  • One queue across Google, TripAdvisor, Yelp, Booking.com, and Expedia

Sample use cases

A guest posts a 2-star Google review citing a dirty bathroom and a billing error.

The agent flags it as a service failure, pulls the matching reservation from the PMS, and alerts the duty manager before drafting anything for public posting.

A guest leaves a glowing 5-star TripAdvisor review about the harbor view suite.

The agent drafts a warm, personalized thank-you in the GM's voice that references the suite and invites the guest back, ready within 72 hours.

It's Monday morning and the GM wants a read on the property's reputation.

The agent delivers a digest showing new reviews by platform, 7- and 30-day averages, reply rate, escalations, and any platform that slipped 0.2 stars or more.

A 3-star review praises the location but flags slow check-in.

The agent drafts a reply that acknowledges what the guest loved, addresses the check-in concern without being defensive, and invites them to contact guest relations.

Key integrations

  • Google Business Profile

    Monitors and posts replies to Google reviews.

  • TripAdvisor

    Ingests guest reviews and publishes management responses.

  • Yelp

    Tracks incoming reviews and reply activity.

  • Booking.com

    Pulls OTA guest reviews for ingestion and response.

  • Expedia

    Captures OTA reviews alongside the other platforms.

  • Opera

    PMS used to cross-reference reservations for reviewer matching and escalation context.

  • Cloudbeds

    Alternative PMS for stay-data lookup and reviewer matching.

  • Slack

    Delivers escalation alerts and the weekly rating digest.

  • Email

    Sends escalation notifications and digests where Slack is not used.

Hotels live and die by their online rating, and the gap between a fast, personal reply and silence is often the difference between a recovered guest and a lost booking. This agent keeps that response loop tight across every platform a property is reviewed on, without adding headcount.

Because it ties each review back to the underlying stay, the weekly digest does more than report averages. It surfaces patterns, such as a room type or stay segment appearing in multiple reviews in the same week, so management can act on the operational signal behind the ratings.

Getting started

  1. Import the workspace into Gamut — Bring this agent into your Gamut workspace to get started.
  2. Run the agent-onboarding skill — It interviews you about your property, connected review platforms, PMS, and delivery preferences, then writes your configuration.
  3. Give it a first task — Ask it to pull this week's new reviews and draft replies, then review the queue.

Frequently asked questions

What is hotel reputation management software and how does this agent work?

It is a system that tracks guest reviews across your platforms and helps you respond consistently. This agent pulls reviews from Google, TripAdvisor, Yelp, and OTAs into one queue, drafts replies in your GM's voice, and flags service failures for a manager.

Does the agent post replies without my approval?

No. It drafts replies for review and holds anything flagged as a service failure until the duty manager confirms. Auto-posting is off unless you explicitly enable it in your configuration.

Which review platforms and systems does it work with?

It monitors Google Business Profile, TripAdvisor, Yelp, Booking.com, and Expedia, and cross-references stays in Opera or Cloudbeds. Escalations and the weekly digest are delivered via Slack or email.

How is this different from doing online reputation management for a hotel manually or with generic tools?

Generic dashboards aggregate reviews but still leave you writing every reply by hand. This agent drafts each response specific to the guest, ties reviews to real stay data, prioritizes by urgency, and escalates operational failures, so reputation management for your hotel runs without a dedicated ORM team.

Can it match reviews to the actual guest stay?

Yes. When Opera or Cloudbeds is connected, it cross-references the reviewer name and stay dates against recent reservations to identify the room type, stay segment, and team on shift, and attaches that record to any escalation.

What does it cost to use these hotel reputation management tools?

The agent template is free to import and run in your Gamut workspace. You only need accounts on the review platforms, PMS, and delivery channels you already use.