Reputation Manager

The Reputation Manager is the module that closes the guest lifecycle. Every review posted about the property, on any of the major platforms Talk with Guest connects to, lands in a single inbox next to the guest profile it belongs to. The reception team sees the review with the reservation record it references, so responses can be specific rather than generic.

Auto-reply templates are opinionated. They are grouped by star rating and by broad sentiment tag — praise for the location, complaint about the noise, question about the parking. Each template comes in Portuguese, English, Spanish, French, German, Italian and Dutch, and the response is picked up automatically from the language of the review.

Sentiment trend charts show scoring over rolling ninety-day windows per platform, per language of the reviewer and per broad theme. If the noise complaint bucket starts climbing after week one of a construction project up the street, the trend chart flags the anomaly before the aggregate score drops enough to affect the property's ranking.

Scoring-drop alerts are tunable. A property that already sits at 9.5 on Booking can set a five-basis-point drop as the alert threshold; a hostel that expects volatility can set thirty basis points. Alerts route to email, to the shared messaging inbox, or to a Slack channel through the integration.

Response SLAs per property let the group set expectations. A boutique that wants every one-to-three-star review answered within four hours and every four-to-five-star review answered within twenty-four can express that policy once and see per-property compliance on the group dashboard.

Where the platform allows, the module posts responses directly. Where it does not — some regional platforms still require a human to paste into the vendor UI — Reputation Manager keeps a copy-ready draft in the response queue and lets the receptionist mark the reply as posted.