Hotel reputation management
Hotel reputation management for travelers with twelve tabs open.
Travelers compare you with every hotel on the map, and they read your reviews before they look at the rate. Pozul helps you ask every guest after checkout, answer each review the way your best front desk would, and see where you stand nearby.
- Ask after checkout
- Replies in your house voice
- Compare nearby hotels
Quietest city hotel we've stayed in. The rooftop at sunset sealed it.
How travelers choose
Your reviews do the selling before the booking page loads.
A traveler might spend twenty minutes choosing a room. Most of that time goes to other guests' words, not yours.
The shortlist
“Hotels near the convention center” or “boutique hotel downtown.” The map narrows a city down to a handful of names.
The recent reviews
Travelers hunt for the words that matter to them: quiet, clean, parking, breakfast, walkable. Last month counts far more than last year.
The management replies
A thoughtful answer to a complaint about a noisy room reassures the light sleeper reading it. Copy-paste replies do the opposite.
The booking
The hotel that felt most trustworthy gets the room. Often it's the one whose reviews sound like people actually enjoyed staying there.
When and how to ask
Ask the day after checkout, before the trip becomes a memory.
Guests are full of opinions on the drive home and busy again a week later. A short, personal note the day after checkout catches them in between. Import your guest list and Pozul asks every guest by email or SMS, with a polite follow-up if they haven't gotten to it.
- Weekend stays: Monday morning, once they're settled back in.
- Longer stays: the day after departure, not halfway through the trip.
- Weddings and events: ask the host a few days after, once the thank-you notes are done.
We hope the trip home was an easy one. If you have a minute, we'd be grateful for an honest review of your stay: what made it, and anything we could do better next time.
Review The Alder on Google
| Guest | Checked out | Status |
|---|---|---|
| Marcus T. | Sunday | Asked |
| Elena V. | Saturday | Reviewed |
| Sam O. | Thursday | Follow-up sent |
Respond to hotel reviews
Answer every review like your best front desk agent.
Pozul flags each new review and drafts a reply that picks up on what the guest actually mentioned, from the rooftop to the thin walls. Your general manager edits, approves and publishes. Nothing goes live without a person saying yes.
- Mention the detail. The breakfast, the view, the staff member by first name if the guest named them.
- Own the miss. Noise, a slow check-in, a room that wasn't ready: say sorry and say what changed.
- Keep stay details private. Never confirm room numbers, dates or charges in public.
Jonah at the desk had a dinner recommendation for every night. The bed was ridiculous in the best way.
Elena, thank you! Jonah will be very pleased, and a little smug. We're glad the bed lived up to the hype. Come back and let him pick dinner again.
Great location and staff, but our room faced the street and we heard traffic until 1 a.m.
Marcus, thank you for the honest note, and I'm sorry the street kept you up. Guests can now request a courtyard-facing room when booking. We'd love to give you a quieter night next time.
“Near me” searches
Travelers search by landmark, not by name.
Nobody types your hotel's name until they've already picked you. They search for what's near the venue, the stadium or the old town. Pozul's local search grid shows where you appear on Google Maps for those searches from points around your address, and competitor benchmarking shows how your rating and review pace compare with the hotels guests weigh you against.
- Track trip intents. Business, weekend, pet-friendly, near the venue.
- See the radius. Where you stop showing up as travelers search from further out.
- Watch the neighbors. How the hotels on your block are trending.
What guests write about
Six things hotel guests mention, and how to answer each.
Most hotel reviews circle the same few topics. Know them, and replying gets faster and better.
Sleep and noise
Thank them for specifics, explain room options for next time (quieter side, higher floor), and skip excuses about the neighborhood.
Cleanliness
Treat it as your most serious topic. Apologize plainly, say what housekeeping is changing, and invite them to contact you directly.
Staff by name
When a guest praises a team member, name them in the reply and pass it on. It rewards the team and shows the next guest who they'll meet.
Location and parking
Future guests read these closely. Add one genuinely useful tip, like the easiest place to park or the walk to the venue.
Breakfast and the bar
A quick, warm thank-you plus a mention of what's new on the menu gives the reader one more reason to book.
Billing questions
Never discuss charges in public. Acknowledge the concern, apologize for the confusion and move the conversation to email or phone.
An upgrade for a five-star review is still an incentive.
Google doesn't allow rewards for reviews, whether that's a room upgrade, late checkout, a discount on the next stay or a drink at the bar. It also doesn't allow asking only the guests who seemed delighted at checkout. Pozul asks every guest the same way, so your rating reflects every kind of stay.
Read our honesty policyFAQ
Hotel reviews, answered.
For general managers, owners and whoever answers reviews at the front desk.
How can a hotel get more Google reviews?
Ask every guest, soon after checkout, with a single link that opens your Google review page. A personal note the day after departure works well because the stay is still fresh. Pozul sends those requests by email or SMS and follows up politely with guests who haven't reviewed yet.
Should hotels respond to every review?
Ideally, yes. Travelers read management replies to judge how a hotel treats its guests, especially replies to complaints. Short, specific thank-yous on positive reviews and calm, useful answers to critical ones both help. Pozul drafts each reply so your team only has to edit and approve.
How should a hotel respond to a negative review?
Thank the guest, apologize for the specific problem, and briefly say what you've changed, such as room options or housekeeping checks. Don't argue or share stay details like room numbers, dates or charges. Invite them to contact you directly so you can make it right.
Can a hotel offer an upgrade or discount for a review?
No. Google's policies prohibit incentives for reviews, including upgrades, late checkout, discounts and freebies, and incentivized reviews can be removed. Ask every guest the same way and make reviewing easy. That keeps your reviews genuine and your profile in good standing.
What is hotel reputation management software?
It brings review requests, review monitoring and replies into one place. Pozul adds AI-drafted replies your team approves, alerts when new reviews arrive, review widgets for your website, local search grids for searches like “hotels near me”, and comparisons with nearby hotels.
Start here
See where you stand. Get your reputation snapshot.
Your overall rating, review count and recent review pace, response rate, how you compare with nearby competitors, and a view of your Google Maps visibility.