Reputation command center

Ratings, reviews, response workflows and AI insight across every guest channel.

Open inbox

Unified Reputation Index

91.4 / 100

1,842 reviews · 12 months

+1.8 pts MoM

Google Maps

4.7 / 5

316 reviews

+0.1 vs prev

Booking.com

9.1 / 10

642 reviews

+0.2 vs prev

Direct CSAT

92%

NPS +58

+1 pt

Response rate

86%

Avg response time

18.6h

Negative actioned

74%

Comp set gap

+2.7 pts

AI Reputation Briefing

Last 30 days · confidence 84%

Reputation is up +1.8 pts month-over-month. Beach, wellness and staff warmth are the strongest drivers. Breakfast peak-time flow and parking guidance are the two issues most likely to affect next month's Booking.com score.

42 breakfast mentions18 parking/EV mentionsBooking.com +0.2 MoMGoogle reply SLA 18h

Source scorecards

All sources →

Google Mapsconnected

4.7/ 5norm 94

316 reviews / 12mresp 92% · 16.3h

Booking.comconnected

9.1/ 10norm 91

642 reviews / 12mresp 88% · 18.6h

Expedia Groupconnected

4.5/ 5norm 90

412 reviews / 12mresp 84% · 21.1h

Tripadvisorconnected

4.6/ 5norm 92

268 reviews / 12mresp 80% · 24.4h

Agodasimulated

8.9/ 10norm 89

124 reviews / 12mresp 72% · 28.0h

Trip.comsimulated

4.6/ 10norm 92

78 reviews / 12mresp 68% · 36.0h

Department impact

Heatmap →

Department	URI	Trend	State	Note	Actions
Front Office	90.8	↗	stable	Check-in wait down after staffing adjustment.	2
Housekeeping	93.2	↗	strong	Cleanliness mentions improving.	0
Engineering	87.6	↘	watch	A/C and Wi-Fi mentions on upper levels.	3
F&B	88.9	↘	watch	Breakfast queues, pool-deck pricing.	2
Spa & Wellness	94.1	↗	strong	Highly praised therapists & longevity programme.	0
Beach Operations	95.0	↗	strong	Location and loungers driving positive reviews.	0
Owner Relations	92.7	→	stable	Owner guests praise concierge handling.	1
Pool / Kids / Amenities	89.4	→	stable	Kids-club hours request recurring.	1
Security & Casino	86.5	→	watch	Event-night noise risk on Saturdays.	1